Query Generation

  • 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 Query Generation

    Query Generation is a backend service used by Now Assist within Platform Analytics applications to convert plain language user questions into database queries. This enables users to interact with data more intuitively by using natural language instead of complex query syntax.

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    Configuration and Usage

    Customers can enable Query Generation and manage support for specific facts tables according to their needs. This configuration allows tailored query handling based on the data relevant to the organization’s use cases.

    Availability and Restrictions

    • Not all AI model providers are available for customers with in-country SKUs, and some Now Assist features may be restricted in certain environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or other regulated settings.
    • Availability of Now Assist products varies by region, and ServiceNow regularly updates these offerings; customers should monitor updates for changes.
    • Some AI products and skills are not accessible in regulated markets, requiring customers to verify current availability per their deployment region.

    AI Limitations and Customer Responsibilities

    Query Generation leverages AI and machine learning, which may not always produce fully accurate or complete results. Customers are responsible for validating AI outputs, applying human oversight, and avoiding sole reliance on AI-generated data, especially in sensitive or high-impact domains such as healthcare, finance, legal, and security.

    Compliance with ServiceNow’s AI Acceptable Use Policy is mandatory and subject to updates.

    Data Processing and Privacy

    Using Query Generation involves transferring data from customer instances to centralized ServiceNow environments, which may reside in different geographic regions or third-party cloud providers (e.g., Microsoft Azure). Data handling complies with ServiceNow’s internal policies and compliance frameworks.

    Data Collection and Opt-Out

    ServiceNow collects inputs, outputs, and output edits from Query Generation to improve AI models and related products. Additionally, data from relevant tables and indicators (such as incident data) may be collected to support analytics generation.

    Customers have the option to opt out of future data collection at any time through the Now Assist Opt-Out settings.

    Query Generation is a shared backend that Now Assist in Platform Analytics applications use to translate plain language user questions into database queries.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    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. In addition, this application will collect information from tables and indicators that will be used to generate analytics. For example, information from the Incident table or the Number of open incidents indicator could be collected for requests for incident data visualizations. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.