ServiceNow AI Lens
Summarize
Summary of ServiceNow AI Lens
ServiceNow AI Lens is a generative AI-powered application within the Now Assist suite that enables you to scan, extract, comprehend, and synthesize data to optimize your workflows. Designed to enhance productivity, it uses advanced AI models to analyze captured screen data and provide actionable insights directly within the ServiceNow platform.
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Key Features
- Generative AI Integration: Utilizes Azure OpenAI GPT-4o large language model to process and understand data from your workflows.
- Data Capture and Analysis: Allows users to capture screens for AI-driven data analysis to improve decision-making.
- Configuration and Customization: Offers the ability to configure AI Lens within your ServiceNow instance to tailor it to your workflow needs.
- Role and Component Management: Provides detailed information on roles, tables, and limitations to help manage access and functionality effectively.
Important Usage Considerations
- Some Now Assist features, including AI Lens, may be unavailable in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted deployments.
- Do not scan or expose personally identifiable or sensitive information (e.g., medical or financial reports) to the AI to protect data privacy and security.
- Data processed by AI Lens is transferred from your instance to a centralized ServiceNow environment and may involve third-party cloud providers like Microsoft Azure, all governed by ServiceNow’s internal data handling policies.
AI Limitations and Customer Responsibilities
AI Lens uses machine learning to generate insights, but outputs may not always be accurate, complete, or appropriate. Customers must evaluate and test AI-generated results thoroughly, maintain human oversight, and avoid relying solely on AI for critical decision-making, especially in sensitive domains such as healthcare, finance, or security.
Users are required to comply with ServiceNow’s AI Acceptable Use Policy, which guides responsible use and is subject to updates.
Data Collection and Privacy
- ServiceNow collects input, output, and edits associated with AI Lens usage to improve AI technologies and models.
- Information about scripts used with Now Assist for code generation is also collected.
- Customers can opt out of data collection at any time using the Now Assist Opt-Out options.
Support and Troubleshooting
For assistance, customers can access the Workflow Automation community, search the Known Error Portal for relevant articles, or contact ServiceNow Customer Service and Support.
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.
Get started
- 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.
- Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information.
- ServiceNow AI Lens currently uses Azure OpenAI GPT-4o LLM.
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. In addition, this application will collect information about scripts (and associated script records) in which Now Assist for code generation is called. 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.