--- 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 use AI to automatically evaluate incoming approval requests against your organization's natural-language policy documents. Requests that clearly comply with or violate policy criteria are either approved or rejected automatically. Ambiguous or unclear requests are routed to human reviewers for decision-making. This AI-driven approach bridges the gap between business policy and approval execution, enabling real-time, automated decision-making without the need for workflow redevelopment when policies change. Show full answer Show less ## Key Features * **AI Policy Interpretation:** Upload policy documents in natural language and let AI interpret and apply these policies to approval requests. * **Automated Decision-Making:** Clear approvals or rejections are handled automatically by AI, reducing manual workload. * **Human Review for Ambiguity:** Requests that do not clearly meet or violate policies are escalated to human approvers. * **Policy Updates without Developer Intervention:** Simply update policy documents to reflect changes; no need to rewrite workflows. * **Configurable AI Evaluation:** Set up and customize AI evaluation settings to suit organizational needs. ## Considerations and Requirements * **AI Licensing:** Use of AI capabilities requires appropriate licensing. * **Model Provider Availability:** Not all AI model providers and features are available in all regions or for all customers, including those in specific regulated markets or restricted environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers. * **Regional Restrictions:** Some AI products and skills may be unavailable in certain geographic or regulatory contexts. Customers should verify availability for their environment. ## Resources for Customers * **Community Support:** Engage with other ServiceNow professionals for best practices on intelligent approvals through the ServiceNow Community. * **Developer Tools:** Build custom approval integrations and access APIs via developer.servicenow.com. * **Training:** Enhance skills with AI-powered approvals training at ServiceNow University. * **Partner Programs:** Access promotions and marketing tools via the ServiceNow Partner network. * **App Store:** Download certified apps and integrations that complement the approval automation workflow. * **Support and Knowledge Base:** Access technical support, manage instances, and find known error information through ServiceNow Support and the Knowledge Base articles. * **Product Demonstrations:** View videos demonstrating the value and use of intelligent approval automation. ## Benefits to ServiceNow Customers By implementing intelligent approvals, organizations can accelerate return on investment by streamlining approval workflows, reducing manual effort, ensuring compliance with policies, and adapting quickly to policy changes without technical overhead. This leads to faster decision-making, improved governance, and enhanced operational efficiency. 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} ## 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.