Exploring Flow recommendations
Summarize
Summary of Exploring Flow recommendations
ServiceNow’s Workflow Studio offers AI-generated flow recommendations to assist customers in selecting the next component when building flows. These recommendations are generated based on the current position in the flow and the names of previously added flow components, helping users design efficient workflows aligned with common patterns.
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Key Features
- AI-Generated Suggestions: The system provides one to five recommended next steps in a flow using a generative AI model trained on internal ServiceNow flow patterns.
- Scope of Recommendations: Suggestions include actions, flow logic, and subflows available within ServiceNow, excluding custom user-generated components or ServiceNow Store spokes.
- Integration with Workflow Studio: Recommendations appear both in the diagramming view and text view at the end of the flow, ensuring consistent guidance during flow editing.
- User Control: Customers can enable or disable flow recommendations per flow using the “Show recommendations” preference to tailor their authoring experience.
Important Considerations
- The AI model relies on pattern recognition and may not always provide fully accurate or complete recommendations.
- Customers should rigorously test and validate AI-generated outputs to ensure correctness and appropriateness for their specific use cases.
- Human oversight is strongly recommended, especially when flows impact critical domains like healthcare, finance, legal, security, or infrastructure.
- Use of AI-generated recommendations must comply with ServiceNow’s AI Acceptable Use Policy.
Practical Benefits for ServiceNow Customers
By leveraging these AI-driven flow recommendations, customers can accelerate flow creation, reduce manual effort in decision-making, and follow proven design patterns within ServiceNow. This feature enhances productivity and helps ensure flows are logically structured, while allowing customization and control over the recommendation visibility.
Select the next component in your flow from a list of AI-generated recommendations. The system generates recommendations based on the current position in the flow and the flow component names listed before.
The model uses the name of the flow components that come before to generate one to five recommendations for the next step of the flow. If there are no recommendations listed, then there are no flow components that meet the required relevance threshold.
The system can only recommend actions, flow logic, and subflows that are available from ServiceNow. Recommendations can’t include user-generated flow components such as custom actions, nor can recommendations include actions from ServiceNow Store spokes.
Generative AI model training
This Generative AI large language model was pre-trained with internal ServiceNow flows to learn flow creation patterns. The goal was to understand what flow components are most relevant for a certain position in a flow given the content before.
Flow preference
By default, Workflow Studio shows flow recommendations as you build a flow. You can hide these recommendations on a flow by flow basis by turning off the Show recommendations flow preference. See User preferences for flows for more information.
Recommendations in diagramming view
Workflow Studio shows recommendations from the flow diagramming view while you're editing a flow. In diagramming view, the last node of the flow always shows a list of recommendations. This experience matches the behavior of the text view, which also always shows a list of recommendations at the end of the flow.
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.