--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # ServiceNow AI Lens features # ServiceNow AI Lens features {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 ServiceNow AI Lens features ServiceNow AI Lens enables customers to analyze and extract actionable insights from various types of visual data such as images, scanned handwritten notes, Excel sheets, emails, web pages, and other documents. It helps automate data capture by scanning visual inputs and auto-filling form fields within the ServiceNow platform, enhancing efficiency and accuracy in data entry and record creation. Show full answer Show less ## Key Features * **Data Capture and Scanning:** AI Lens can scan emails, screenshots, and documents to extract relevant information and auto-populate form fields, such as Incident forms. * **Browser and Desktop Access:** Users can utilize AI Lens directly from a web browser without installation or opt for the full desktop application for advanced capabilities. * **File Upload and Multi-Screenshot Support:** Upload multiple files or capture several screenshots for consolidated analysis, such as combining multiple expense bills into a single report. * **Custom Instructions and Analysis:** Provide specific instructions during or after data capture to organize and analyze data in a tailored way, like sorting expenses by category and date. * **Lens Actions for Customization:** Define and customize Lens behavior, including default instructions, trigger options, data extraction logic, and form field mapping to streamline workflows and ensure relevant data is captured accurately. * **Excel Integration:** AI Lens can auto-map Excel sheet column headers to ServiceNow table columns, allowing easy insertion of Excel data into ServiceNow tables with review and adjustments. * **Integration with Virtual Agent:** Trigger AI Lens from Virtual Agent conversations to extract and analyze data interactively. * **Use as a Backend Service:** Configure Lens actions within integration logic to invoke AI Lens services from various ServiceNow components, such as workspace forms, portals, or scripts, either launching the client or running analysis server-side. * **Image Attachment to Records:** The images used for data extraction can be attached to the corresponding records for traceability and reference. * **Standalone Application:** AI Lens can be used independently for data preview and insights after connecting to a ServiceNow instance. * **Mobile and Service Portal Support:** Trigger AI Lens from the Now Mobile® app or Service Portal to autofill form fields quickly, improving user experience and reducing manual input. ## Practical Benefits for ServiceNow Customers * Automates data extraction from visual sources, reducing manual entry errors and saving time. * Flexible accessibility via browser, desktop app, mobile app, and integration with Virtual Agent and Service Portal. * Customizable Lens actions provide tailored data capture and form filling aligned with specific business needs. * Supports complex use cases like consolidating multiple documents and mapping Excel data directly into ServiceNow tables. * Enables seamless integration into existing workflows, including backend automation and UI enhancements. * Maintains traceability by attaching original images to records for later review. Learn about the various ServiceNow AI Lens features to help you get started with analyzing and gathering insights from the visual data. ServiceNow AI Lens offers the following features: Capture data : Scan and get actionable insights from visual data such as images, scanned handwritten notes, Excel sheets, web pages, or any document that provides visual data.For example, ServiceNow AI Lens can scan an email and auto-fill the fields on the Incident form. Figure 1. Scan and capture data from email Use ServiceNow AI Lens from your browser or the desktop application : Get started with ServiceNow AI Lens directly from your browser --- no downloading or installation required. Capture your screen or upload one or more files, and let ServiceNow AI Lens analyze the contents and auto-fill your form fields. For the full range of capabilities, open the ServiceNow AI Lens desktop application if it is already installed, or download and install it.Figure 2. Capture browser contents Figure 3. Use your browser to upload files Upload files : Get actionable insights from the files that you upload. You can upload files by adding or dragging and dropping.For example, upload copies of all expense bills from your business trips in the last six months. Instruct ServiceNow AI Lens to organize the expense amounts under their respective headings such as food, airfare, cab, and laundry. Figure 4. File upload window Provide instructions to analyze data in a specific way : Provide instructions to analyze the data in the screenshots or files after selecting the Edit (![Edit icon]()) icon and entering additional instructions. For example, you can capture screenshots or upload copies of expense bills from your business trips in the last six months. Provide instructions to arrange the expense bill amounts by date and expense category. Figure 5. Enter instructions while you capture screenshots Figure 6. Provide instructions after capturing screenshots or uploading files Capture multiple screenshots : Capture multiple screenshots to analyze and gather data from various images.For example, ServiceNow AI Lens can scan multiple bills so that you can submit a consolidated invoice report. Figure 7. Icon showing the number of screenshots captured Figure 8. Preview window showing consolidated summary Launch from ServiceNow instance : Launch ServiceNow AI Lens from a ServiceNow instance to fill the extracted data automatically into the form fields while you're creating or updating records. Use Lens actions to customize Lens behavior : You can use Lens actions that define Lens behavior depending on how ServiceNow AI Lens is triggered and what context is set. You can define default instructions, trigger options, custom context, transform response logic, and post processing instructions for the Lens execution. With Lens actions, you can customize how a classic form is auto-filled using ServiceNow AI Lens or what data must be extracted for preview and post process the LLM response. For more information, see [Customize ServiceNow AI Lens behavior by creating a Lens action](https://www.servicenow.com/docs/NoHbSv3Rj3iQ~zxDg3913w#create-sn-lens-recipe "Create a Lens action to define custom context, trigger options, and default 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 particular table. You can also define which form fields must be populated. Figure 9. Home screen showing Lens actions Auto-map Excel sheet column headers with ServiceNow table columns : Define a Lens action that specifically lets ServiceNow AI Lens to auto-map the column headers of an Excel sheet with the columns of a ServiceNow table. Review and update the mapping, if required, and then insert the Excel sheet data into the table. Figure 10. Excel sheet column headers auto-mapped with table columns ServiceNow AI Lens in Virtual Agent : Trigger ServiceNow AI Lens from a Virtual Agent conversation by using ServiceNow AI Lens topic in Virtual Agent. For more information, see [Enabling ServiceNow AI Lens in Virtual Agent](https://www.servicenow.com/docs/s~XmRL1wXGqiQxxxrHPfLw#enabling-lens-for-virtual-agent "You can enable ServiceNow AI Lens in Virtual Agent so that ServiceNow AI Lens can be triggered from Virtual Agent conversation.") and [Extract and analyze data using ServiceNow AI Lens from Virtual Agent](https://www.servicenow.com/docs/PLPS3gb8y29NWRZdPr5KEA "Extract and analyze data from an image using ServiceNow AI Lens from a Virtual Agent conversation on a mobile device or a portal. ServiceNow AI Lens can scan an image and then gather insights or provide recommendations as per your instructions."). Use as a back-end service : 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 a portal. For your own use cases, you can leverage Lens actions for using Lens as a service in the following ways: * Client service: Launch the Lens client to scan and analyze images. For example, you can configure a UI action on a workspace form or a service portal to launch the Lens client. For more information, see [KB2492775](https://support.servicenow.com/kb?sys_kb_id=d5a3f9a693b3aa18d9743f986cba1094&id=kb_article_view). * Server service: Use Lens as a service to analyze the provided images without launching the Lens client. For example, you can call Lens service from a Script Include or flow action to get the LLM response after analyzing the visual data. For more information, see [Script include - AILensActionService](https://www.servicenow.com/docs/d4_uMEsaJ4D~Cc7Kimnc7w#ai-lens-action-service-api "Use the AILensActionService script include together with Lens actions to leverage ServiceNow AI Lens as a service for extracting information from the provided images and getting answers to your questions."). {#servicenow-lens-features__ul_ujm_kr4_hgc} Attach images to a record : View the captured images attached to the record that is auto-filled using ServiceNow AI Lens. You can later refer the attached images to understand the source of the record data. For more information, see [Customize ServiceNow AI Lens behavior by creating a Lens action](https://www.servicenow.com/docs/NoHbSv3Rj3iQ~zxDg3913w#create-sn-lens-recipe "Create a Lens action to define custom context, trigger options, and default instructions for the ServiceNow AI Lens execution."). Use as a standalone application : Use ServiceNow AI Lens as a standalone application for previewing extracted data or getting insights. You must connect to a ServiceNow instance before you start using ServiceNow AI Lens. For more information, see [Extract and analyze data with ServiceNow AI Lens desktop app](https://www.servicenow.com/docs/HnwlZuV8ZG5LSAsDxndOJA "Extract and analyze data from one or more screenshots that you capture or files that you upload, and then preview the data analysis."). Autofill form fields in the Now Mobile® application : Trigger ServiceNow AI Lens from Now Mobile® application to extract data from artifacts and autofill fields in a form on the Now Mobile® application.. For more information on creating or updating records in the Now Mobile® application, see [ServiceNow AI Lens for mobile](https://www.servicenow.com/docs/access?context=servicenow-lens-mobile&version=zurich&pubname=zurich-mobile&ft:locale=en-US).You can add a ServiceNow AI Lens button to input form screens to allow users to quickly extract data from attachments and complete forms faster. For more information, see [Configure a Lens launcher button](https://www.servicenow.com/docs/access?context=configure-lens-launcher-button&version=zurich&pubname=zurich-mobile&ft:locale=en-US). Autofill Catalog Item forms in Service Portal : Autofill 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.. For more information on using ServiceNow AI Lens in the Service Portal, see [Auto-fill catalog item form in the Service Portal](https://www.servicenow.com/docs/xGVifwNDN~eZQPTHdBtXzQ "Use ServiceNow AI Lens to extract data from documents and auto-fill catalog item forms in Service Portal. For example, auto-fill a new vendor onboarding form by extracting key details such as vendor name, address, contact email, and banking information from multiple documents, that includes Excel files, emails, images, and PDF documents.").