ServiceNow AI Lens features
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Summary of ServiceNow AI Lens features
ServiceNow AI Lens enables customers to analyze and extract actionable insights from various types of visual data, including images, emails, handwritten forms, websites, and applications. It streamlines data capture and auto-fills forms across different ServiceNow environments, enhancing efficiency in record creation and updating.
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Key Features
- Data Capture and Analysis: AI Lens scans multiple screenshots or images to gather data, such as extracting information from emails to populate Incident forms or consolidating data from multiple bills.
- Additional Instructions: Users can provide specific instructions to guide data capture and processing, including formatting outputs like JSON.
- Integration with ServiceNow Instances: Launch AI Lens directly from a ServiceNow instance to automatically fill extracted data into form fields during record creation or updates.
- Lens Actions for Customization: Define default instructions, triggers, context, and post-processing logic to tailor AI Lens behavior for specific tables, forms, or use cases. This includes configuring what data to extract and how to auto-fill forms.
- Virtual Agent Integration: Invoke AI Lens within Virtual Agent conversations to extract and analyze data interactively.
- Back-End Service Usage: Use Lens as a client service for interactive scanning or as a server service to analyze images programmatically within scripts, flow actions, or other platform components.
- Attachment Management: Attach captured images to auto-filled records for traceability and reference to the original data source.
- Standalone Application: Use AI Lens independently to preview extracted data and gather 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, including catalog item forms, improving data entry speed and accuracy.
Key Outcomes
- Accelerated data entry and record management through automated extraction and form population.
- Improved data accuracy by minimizing manual input errors with AI-driven visual data processing.
- Flexible customization options to adapt AI Lens behavior to specific organizational workflows and contexts.
- Enhanced user experience in mobile and portal environments by enabling fast data capture and autofill capabilities.
- Comprehensive integration within the ServiceNow platform, allowing use as an interactive tool or a back-end service to fit diverse operational needs.
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, emails, handwritten forms and notes, websites, and applications.
For example, ServiceNow AI Lens can scan an email to gather data for auto-filling the fields on the Incident form.
- Provide additional instructions
- Select the Instructions (
) icon and enter additional instructions, if required. - 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.
- Act on visual data
- Provide additional instructions to Now Assist on what to do with the captured data.
For example, ServiceNow AI Lens can provide instructions, such as the extracted name, user email ID, and location from the resumes, and then present the data in a JSON format.
- 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 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.
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 form fields that must be populated.
- 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 and Extract and analyze data using ServiceNow AI Lens from Virtual Agent.
- 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.
- 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.
- 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.
- 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 your data by using ServiceNow AI Lens in the standalone mode.
- 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.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.
- 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 Autofill catalog item form in the Service Portal.