--- sourceDocument: Zurich Build workflows sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/build-workflows Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Build workflows ft:clusterId : - crworkflow bundleId : - crworkflow workflow : - Creator --- # Intelligent approvals # Intelligent approvals {#ariaid-title1} Release version: Zurich Updated July 1, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Intelligent approvals Intelligent Approvals in ServiceNow Zurich release leverage AI to automatically evaluate approval requests against your organization's natural-language policy documents. Requests clearly aligning with policy criteria are automatically approved or rejected, while ambiguous cases are routed to human reviewers for decision-making. This automation streamlines approval workflows without requiring developer intervention when policies change, simplifying policy updates and maintaining workflow integrity. Show full answer Show less ## Key Features * **AI-driven Policy Evaluation:** Upload natural-language policies and have AI assess incoming requests in real time for compliance. * **Automated Approvals and Rejections:** Clear-cut cases are handled automatically, reducing manual workload and speeding processes. * **Human Routing for Ambiguous Cases:** Requests that do not clearly meet policy are escalated to human approvers. * **Flexible Policy Updates:** Modify policy documents directly to reflect changes without needing workflow redevelopment. * **Licensing Tiers:** AI capabilities are available across three tiers---Foundation, Advanced, and Prime---each offering varying levels of AI features and autonomy. * **Geographic and Regulatory Considerations:** Availability of AI models and features varies by region, licensing, and regulatory environment; customers should verify access based on their data center and compliance status. ## Practical Benefits for ServiceNow Customers * **Efficiency:** Automate routine approval decisions to accelerate workflows and reduce manual effort. * **Compliance:** Ensure approval decisions consistently adhere to updated organizational policies. * **Scalability:** Easily adapt policy changes without developer involvement, enabling rapid response to evolving business requirements. * **Insight and Control:** Intelligent routing maintains human oversight for complex cases, balancing automation with governance. ## Additional Resources ServiceNow customers can access a variety of resources to maximize Intelligent Approvals: * **ServiceNow Community:** Engage with peers to share best practices. * **Developer Portal:** Build custom integrations and leverage APIs. * **ServiceNow University:** Obtain AI-powered approvals training through instructor-led and online courses. * **Support and Documentation:** Access technical support, known error information, and product demos to facilitate implementation and troubleshooting. Use AI to automatically evaluate incoming approval requests against your organization's policy documents. Requests that clearly meet policy criteria are approved or rejected automatically, while ambiguous cases are routed to human reviewers for approval. ## Get started {#intelligent-approvals__cf-app-landing-get-started} |-|-| | [Explore](https://www.servicenow.com/docs/voka8TBpkQfZgTFTnUvG~A "Learn how intelligent approvals automate approval decisions by directly connecting to approval policy documentation.")Discover how AI interprets approval policies and automates decision-making | [Configure](https://www.servicenow.com/docs/vRK4ufsvWVtc3S3QhTqxxw "Configure your instance to support intelligent approvals.")Set up intelligent approvals and configure AI evaluation settings | | BuildCreate and manage intelligent approvals | [Reference](https://www.servicenow.com/docs/zXvbJ~KA6TiXPHFrld_VbQ "Reference topics for intelligent approvals, including the user roles required to access the Intelligent Approvals homepage and create AI-generated approval policies.")Access technical specifications and role documentation | [ ] {#intelligent-approvals__table_mp1_4d4_w3c} Intelligent approvals bridge the gap between business policy and approval execution. Upload natural-language policy documents, and have AI automatically evaluate incoming requests against these policies in real-time. The AI handles clear approvals and rejections automatically, and routes ambiguous cases to humans for approval. When policies change, update the document. There's no need for developer intervention to rewrite the workflow. ## AI licensing requirements {#intelligent-approvals__section_dql_2cm_fjc} The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own {#intelligent-approvals__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). ## ServiceNow Otto language availability notice {#intelligent-approvals__id_czp_tcm_fjc} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#intelligent-approvals__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#intelligent-approvals__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#intelligent-approvals__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#intelligent-approvals__ul_j3b_4vd_wcc} ## Helpful resources {#intelligent-approvals__cf-app-landing-get-help} Some ServiceNow resources that can provide you with helpful information are: ServiceNow Community : Connect with fellow ServiceNow professionals and share intelligent approval best practices at [ServiceNow Community](https://community.servicenow.com/community) Developer : Build custom approval integrations and explore APIs at [developer.servicenow.com](https://developer.servicenow.com/) Impact : Accelerate ROI and amplify your experience at ServiceNow University : Build skills with instructor-led and online training on AI-powered approvals at [ServiceNow University](https://learning.servicenow.com/now/lxp/home) General guidelines : [Best Practices](https://mynow.servicenow.com/now/best-practices/home) Partner : Grow your business by taking advantage of promotions, news, and marketing tools at ServiceNow : Learn more about ServiceNow products and solutions at ServiceNow Store : Download certified apps and integrations that complement the ServiceNow platform at Support : * Access advice on managing your instances, access self-help, and get technical support at * Learn more about specific known errors, along with workarounds if any, from [Known Error Portal](https://support.servicenow.com/kb?id=known_error_portal) {#intelligent-approvals__ul_hzv_5pq_xcc} Video : Learn more about the value that you can add to your business with intelligent approval automation. Watch the product demonstration videos.