ServiceNow AI Lens release notes
With ServiceNow AI Lens, which is a ServiceNow® Now Assist application, you can use generative AI to scan, extract, comprehend, and synthesize data to optimize your workflows. ServiceNow AI Lens was enhanced and updated in the Zurich release.
ServiceNow AI Lens highlights for the Zurich release
Lens as a Service now supports auto-mapping of Excel column headers, choice values, and reference values to ServiceNow® table fields.
- Upload files, and then analyze and extract information from them.
- Auto-map Microsoft Excel sheet headers with the columns of a ServiceNow® table.
- Review changes to Now Assist usage measurement.
- Trigger ServiceNow AI Lens from the Now Mobile® application to extract data from artifacts and auto-fill fields in a form.
- Fill the Catalog Item form fields by triggering ServiceNow AI Lens from Service Portal.
- Use the Lens actions to define default instructions, trigger options, custom context, transform response logic, and post processing instructions for ServiceNow AI Lens execution.
- Configure Lens actions to launch ServiceNow AI Lens from any part of the ServiceNow AI Platform, such as a workspace form or a portal.
- Trigger ServiceNow AI Lens from a Virtual Agent conversation on a mobile device or in a portal.
- View captured images that are attached to an auto-filled record using ServiceNow AI Lens.
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for ServiceNow AI Lens in addition to Azure OpenAI.
See ServiceNow AI Lens for more information.
New in the Zurich release
- Excel mapping as a service
- Use Lens as a Service to support three auto-mapping services between Excel and ServiceNow tables: auto-map Excel column headers to ServiceNow® table fields, auto-map Excel choice column values to ServiceNow choice field values, and auto-map Excel reference column values to ServiceNow® reference field values.
- Capture and analyze screens from your browser to auto-fill forms
- Capture and analyze the contents of your screen directly from your browser to auto-fill form fields. To specify the area of the captured screen that you want ServiceNow AI Lens to analyze, crop the image before submitting it for analysis.
- Pre-configure instance URL and enable auto-login for ServiceNow AI Lens
- After installing the ServiceNow AI Lens desktop application, set up your organization's ServiceNow® instance URL once so that it appears pre-filled on the login screen for all users. You can also enable automatic sign-in so that users are signed in automatically on subsequent launches without being prompted for credentials. If a user signs out or their sign-in expires, ServiceNow AI Lens prompts them to sign in again.
- Auto-map Excel sheet column headers with ServiceNow table columns
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Use ServiceNow AI Lens directly from the browser without installing the desktop application. No need to request admin permissions. Capture the web page in a browser tab wholly or partly by cropping it and letting ServiceNow AI Lens analyze the data.
- Auto-map Excel sheet column headers with ServiceNow table columns
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Auto-map the headers in a Microsoft Excel sheet to the columns in a ServiceNow® instance table with the Excel Mapping feature. You can change the mapping, if needed, before inserting the sheet data into the table.
- Assign roles to a Lens action
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Assign roles to a Lens action so that users with those roles can access the Lens action.
- Autofill reference and glide list form field types
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Auto-fill reference and glide list form field types with the data extracted from captured images or uploaded documents.
- Zurich Patch 4
- Auto-fill the Catalog Item form in the Service Portal
- Fill the 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.
- Handle post-processing in the standalone mode
- Handle post-processing timeout for previewing data in the standalone mode using the following new fields:
- Wait for processed response: Option to wait for ServiceNow AI Lens to display the output of post-processing on the Preview window. If turned on, it waits for the post-processing output. If turned off, it doesn't wait for post-processing output, but post-processing continues in the background.
- Max wait time: Maximum time ServiceNow AI Lens waits to display the output of post-processing. If the output doesn't appear within this duration, the session times out while the post-processing continues in the background until complete.
- Use ServiceNow AI Lens in Now Mobile®
- Trigger ServiceNow AI Lens from the Now Mobile® application to extract data from artifacts and auto-fill forms on your mobile device.
- Zurich Patch 1
- ServiceNow AI Lens UI enhancement
- Launch the ServiceNow AI Lens scanner window by using the context defined in the Lens actions or as a standalone application. You can preview the gathered insights or extracted data. You can also see the logged-in user and instance details.
- Use Lens actions to customize Lens behavior
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- Define Lens behavior depending on how ServiceNow AI Lens is triggered and what context is set. With Lens actions, you can customize how a classic form is auto-filled. You can define default instructions, trigger options, custom context, transform
response logic, and post processing 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 table. You can also define form fields that must be used as context.
- 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 portal.
- Define Lens behavior depending on how ServiceNow AI Lens is triggered and what context is set. With Lens actions, you can customize how a classic form is auto-filled. You can define default instructions, trigger options, custom context, transform
response logic, and post processing instructions for the ServiceNow AI Lens execution.
- Use ServiceNow AI Lens in Virtual Agent
- Trigger ServiceNow AI Lens from a Virtual Agent conversation by using the ServiceNow AI Lens topic in Virtual Agent.
- Auto-attach images to a record
- View captured images that are automatically attached to an auto-filled record using ServiceNow AI Lens. You can view the images to understand the source of the auto-filled information.
- New third-party AI model provider options available for all Now Assist applications
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for ServiceNow AI Lens in addition to Azure OpenAI.
UI changes
- Quick visual distinction between AI-filled form fields and manually filled fields
- ServiceNow AI Lens now uses visual gradient indicators to distinguish AI-filled form fields from manually entered data.
- Zurich Patch 9
- New screen with browser and desktop app access options
- A new ServiceNow AI Lens screen opens when you select the Create with Lens button on a list view or Update with Lens button on a form. The screen provides the following options:
- Capture screen: Captures a screen from your browser and lets ServiceNow AI Lens analyze its contents to auto-fill form fields.
- Open AI Lens desktop: Opens the ServiceNow AI Lens desktop application for the full range of capabilities, including capturing multiple screens and uploading files.
- Preview screen
- The new preview screen displays the screen that ServiceNow AI Lens captured before submitting for analysis. The screen provides the following options:
- Crop: Select to crop the captured screen to specify the area that you want ServiceNow AI Lens to analyze, before submitting it for analysis.
- Additional instructions (Optional): Enter instructions to guide ServiceNow AI Lens in analyzing specific information from the captured screen.
- Re-capture: Select to discard the current capture and repeat the screen capture process.
- Analyze: Select to submit the captured screen for analysis and then auto-fill the form fields.
- Zurich Patch 7
- New Attach button on the home screen
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An Attach button has been added to the home screen of the ServiceNow AI Lens desktop app, enabling you to attach one or more files.
- Upload files icon in the scanner window
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An Upload files icon has been added to the scanner window to enable you to attach one or more files.
- UI changes in the preview window
- The following have changed in the preview window:
- Attached files or captured screenshots appear as cards.
- The preview of a file or screenshot opens on its respective default application when you select the card.
- An Upload button has been added.
- Zurich Patch 4
- Changes in the scanner window UI
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The UI of the scanner window has been updated.
When you open the scanner window, the toolbar is displayed outside of it. However, when you maximize the window, the toolbar moves inside.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
Activation information
ServiceNow AI Lens is available with activation of any Now Assist plugin from the ServiceNow Store. For more information about the prerequisites for using ServiceNow AI Lens, see Configure ServiceNow AI Lens.