ServiceNow AI Lens release notes
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Summary of ServiceNow AI Lens Release Notes
ServiceNow AI Lens, introduced in the Yokohama release, is a generative AI-powered application within the Now Assist suite that enables customers to scan, extract, understand, and synthesize data from various artifacts to optimize workflows. It automates data entry by extracting information from images, handwritten notes, emails, websites, and more, and then auto-fills relevant form fields across the ServiceNow platform.
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This application enhances productivity by reducing manual data entry and can be triggered from multiple interfaces, including Now Mobile®, Service Portal, Virtual Agent conversations, and ServiceNow forms. It supports integration with leading AI model providers such as Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
Key Features
- Multi-Platform Triggering: Initiate AI Lens from Now Mobile app, Service Portal catalog items, Virtual Agent chats, workspace forms, or as a standalone application.
- Lens Actions Configuration: Define default instructions, trigger options, custom context, response transformations, and post-processing logic to tailor AI Lens behavior to specific workflows and forms.
- Auto-Fill Capabilities: Automatically populate catalog item forms and other ServiceNow forms by extracting data from one or multiple artifacts, improving speed and accuracy.
- Image Handling: Captured images are automatically attached to the records they help populate, allowing users to verify the source of extracted data.
- Post-Processing Controls: Options to wait for or run post-processing asynchronously with configurable timeouts for previewing extracted data.
- UI Enhancements: Updated scanner window interface with dynamic toolbar positioning for better user experience.
- AI Model Providers: Support for Google Gemini and Anthropic Claude on AWS in addition to Azure OpenAI, expanding AI capabilities and vendor flexibility.
- Usage Measurement Updates: Now Assist usage measurement transitioned to a 365-day burn-down model resetting on contract anniversary to simplify monitoring.
- Default Skill Activation: New installations automatically enable designated Now Assist skills; upgraded customers have unconfigured skills enabled by default while preserving previously configured skill states.
Practical Benefits for ServiceNow Customers
- Efficiency Gains: Automates manual data entry by scanning and extracting relevant information, accelerating service delivery and reducing errors.
- Flexible Integration: AI Lens can be launched from various ServiceNow environments and workflows, ensuring seamless adoption across your organization.
- Customizable AI Behavior: Lens actions allow precise control over how AI Lens processes and populates data, enabling tailored solutions for unique business needs.
- Enhanced Data Transparency: Auto-attached images provide traceability and context for the extracted data, helping maintain data integrity.
- Improved Mobile Experience: Ability to trigger AI Lens from mobile devices supports on-the-go data capture and form completion.
- Access to Advanced AI Models: Integration with multiple AI providers offers options to choose the best AI service for your environment.
Activation and Related Features
ServiceNow AI Lens is available through activation of any Now Assist plugin via the ServiceNow Store. Customers should refer to configuration guides to set up AI Lens appropriately. It complements other Now Assist capabilities, such as generative AI skills for content summarization and the AI Admin Hub console for centralized management of AI-driven features.
With ServiceNow AI Lens, which is a ServiceNow® Now Assist application, you can use generative AI to scan, extract, comprehend, and synthesize data to optimize your workflows. ServiceNow AI Lens is a new application in the Yokohama release.
ServiceNow AI Lens highlights for the Yokohama release
Yokohama Patch 11
- Trigger ServiceNow AI Lens from the Now Mobile® application to extract data from artifacts and auto-fill fields in a form.
- Fill the Catalog Item form fields by triggering ServiceNow AI Lens from Service Portal.
Yokohama Patch 6
- Use the Lens actions to define default instructions, trigger options, custom context, transform response logic, and post processing instructions for ServiceNow AI Lens execution.
- Configure Lens actions to launch ServiceNow AI Lens from any part of the ServiceNow AI Platform, such as a workspace form or a portal.
- Trigger ServiceNow AI Lens from a Virtual Agent conversation on a mobile device or in a portal.
- View captured images that are now attached to the record that is auto-filled using ServiceNow AI Lens.
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for ServiceNow AI Lens in addition to Azure OpenAI.
Yokohama Patch 3
- Boost productivity by scanning artifacts and auto-filling information into forms instead of manually entering the information into forms.
- Provide specific instructions to ServiceNow AI Lens on what to do with the data that it captures.
- Get insights from multiple images so that you know what actions to do next.
See ServiceNow AI Lens for more information.
Important:
ServiceNow AI Lens is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
- Yokohama Patch 11
- Auto-fill the Catalog Item form in the Service Portal
- Fill the Catalog Item form fields by triggering ServiceNow AI Lens from Service Portal. ServiceNow AI Lens extracts data from one or more artifacts and auto-fills the relevant fields in the form.
- Handle post-processing in the standalone mode
- The following fields have been added to handle post-processing timeout for previewing data in the standalone mode:
- Wait for processed response: Option to wait for ServiceNow AI Lens to display the output of post-processing on the Preview window. If turned on, it waits for the post-processing output. If turned off, it doesn't wait for post-processing output, but post-processing continues in the background.
- Max wait time: Maximum time ServiceNow AI Lens waits to display the output of post-processing. If the output doesn't appear within this duration, the session times out while the post-processing continues in the background until complete.
- Use ServiceNow AI Lens in Now Mobile®
- Trigger ServiceNow AI Lens from the Now Mobile® application to extract data from artifacts and auto-fill forms on your mobile device.
- Yokohama Patch 6
- ServiceNow AI Lens UI enhancement
- Use ServiceNow AI Lens to launch the scanner window by using the context defined in Lens actions or as a standalone application. You can preview the gathered insights or extracted data. You can also see the logged-in user and instance details.
- Use Lens actions to customize Lens behavior
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- Define Lens behavior depending on how ServiceNow AI Lens is triggered and what context is set. With Lens actions, you can customize how a classic form is auto-filled. You can define default instructions, trigger options, custom context, transform
response logic, and post processing instructions for the ServiceNow AI Lens execution.
For example, you can define a Lens action that is used when Lens is triggered from an instance to populate a form of a table. You can also define form fields that must be used as context.
- As part of your integration logic, configure a Lens action as one of the steps to invoke a ServiceNow AI Lens service from any part of the ServiceNow AI Platform, such as a workspace form or portal.
- Define Lens behavior depending on how ServiceNow AI Lens is triggered and what context is set. With Lens actions, you can customize how a classic form is auto-filled. You can define default instructions, trigger options, custom context, transform
response logic, and post processing instructions for the ServiceNow AI Lens execution.
- Use ServiceNow AI Lens in Virtual Agent
- Trigger ServiceNow AI Lens from a Virtual Agent conversation by using ServiceNow AI Lens topic in Virtual Agent.
- Auto-attach images to a record
- View captured images that are automatically attached to the record that is auto-filled using ServiceNow AI Lens. You can view the images to understand the source of the auto-filled information.
- New third-party AI model provider options available for all Now Assist applications
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for ServiceNow AI Lens in addition to Azure OpenAI.
- Yokohama Patch 3
- Capture data
- Get actionable insights from such visual data as images, handwritten notes and forms, emails, websites, and applications. For example, ServiceNow AI Lens can scan an email to gather data for auto-filling the fields on the Incident form.
- Act on visual data
- Provide instructions to Now Assist on what to do with the captured data. For example, you can convert the extracted data into a JSON format.
- Launch from ServiceNow forms
- Launch ServiceNow AI Lens from a form to fill the extracted data automatically into the form fields.
- Use as a standalone application
- Use ServiceNow AI Lens as a standalone application for previewing extracted data when you're connected to a ServiceNow instance.
UI changes
- Yokohama Patch 11
- Changes in the scanner window UI
- The UI of the scanner window has been changed. See the following image.
When you open the scanner window, the toolbar is displayed outside of it. However, when you maximize the window, the toolbar moves inside.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
Activation information
ServiceNow AI Lens is available with activation of any Now Assist plugin from the ServiceNow Store. For more information about the prerequisites for using ServiceNow AI Lens, see Configure ServiceNow AI Lens.