Generative AI Controller

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    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 Generative AI Controller

    Generative AI Controller enables ServiceNow customers to integrate third-party large language models (LLMs) directly into their workflows. By leveraging Workflow Studio and Virtual Agent Designer, users can develop AI-powered use cases such as AI-generated text and sentiment analysis, incorporating advanced workflows and custom scripts to enhance automation and interaction capabilities.

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    Key Features

    • Integration with External LLMs: Seamlessly connect to third-party AI providers to expand your ServiceNow platform’s natural language processing capabilities.
    • Custom AI Use Cases: Create tailored AI workflows and scripts using Workflow Studio and Virtual Agent Designer for text generation and sentiment analysis.
    • Configuration and Management: Configure provider capabilities within Generative AI Controller to control AI interactions and optimize performance.
    • Support Resources: Access documentation, troubleshooting assistance, and the ServiceNow Community for help with known issues and best practices.

    Important Considerations

    • AI Limitations: The AI-generated outputs may not always be accurate, complete, or suitable for every use case. Customers must perform thorough testing and maintain human oversight, especially for critical domains such as healthcare, finance, legal, security, or infrastructure.
    • Compliance and Acceptable Use: Users must comply with ServiceNow’s AI Acceptable Use Policy, which governs responsible AI deployment and may be updated periodically.
    • Data Processing and Privacy: Data used by Generative AI Controller is transferred from customer instances to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure). Data is managed according to ServiceNow’s internal policies and compliance standards.
    • Data Collection and Opt-Out: ServiceNow collects inputs, outputs, and edits to improve AI technologies but offers customers the option to opt out of future data collection to maintain control over their information.

    Use Generative AI Controller to integrate third-party large language models (LLMs) with your workflows.

    Get started

    Get started with Generative AI Controller to integrate directly with external LLMs. With Workflow Studio and Virtual Agent Designer, you can create your own use cases for AI-generated text and sentiment analysis, including advanced workflows and custom scripts.

    Troubleshoot and get help

    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.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.