Enabling ServiceNow AI Lens in Virtual Agent

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • You can enable ServiceNow AI Lens in Virtual Agent so that ServiceNow AI Lens can be triggered from Virtual Agent conversation.

    By enabling ServiceNow AI Lens in Virtual Agent, you can trigger AI-powered ServiceNow AI Lens to scan an image for getting insights, recommendation, resolution steps, and more.

    Enable AI Search

    Enable the AI Search application on your instance so that you can use ServiceNow AI Lens skill to gather insights from an image using generative AI.

    Vorbereitungen

    Role required: ais_admin or admin

    Prozedur

    1. Navigate to All > AI Search > AI Search Status.
      AI Search Status module under AI Search application.
    2. If AI search is not enabled, select Request AI Search.
      After AI Search is activated in your instance, you will see the following success message.

      AI search activation confirmation.

    Enable the default Now Assist assistant for ServiceNow AI Lens

    Enable the default Now Assist in Virtual Agent assistant so that you can use ServiceNow AI Lens in Virtual Agent.

    Vorbereitungen

    If you have another assistant configured for your specific use case or industry, you can skip this procedure and follow Enable other assistants in ServiceNow AI Lens topic.

    Role required: virtual_agent_admin or admin

    Prozedur

    1. Navigate to All > Conversational Interfaces > Assistants.
      Assistants module under Conversational Interfaces application.
    2. Select the Now Assist in Virtual Agent (default) assistant.
      Now Assist in Virtual Agent assistant is enabled.
    3. On the Overview tab, select Save and continue.
    4. On the Now Assist Skills tab, ensure that Now Assist Topics is selected.
      Selected Now Assist Topics from the Now Assist Skills tab.
    5. Select Save and continue.
    6. Display your assistant on a portal.
      1. On the Display experience tab, select the Portals tab.
      2. Select the portal for which you want to enable the Now Assist assistant from the Add portal drop-down.
        Configuring display experience for a portal.
      3. On the Add chat experience dialog box, select Enhanced chat option.
        Selecting Enhanced chat option while configuring display experience for a portal.
      4. Select Add.
    7. Display your assistant on a mobile device.
      1. On the Display experience tab, select the Mobile tab.
      2. Under the Chat launcher functions section, select Agent Chat from the Add function drop-down.
        Configuring display experience for a mobile device by adding function.
      3. On the Add chat experience dialog box, select Enhanced chat option.
        Selecting Enhanced chat option while configuring display experience for a mobile device.
      4. Select Add.
    8. On the Information sources tab, select Save and continue.
    9. On the Branding tab, select Save and continue.
    10. On the Chat experiences tab, select Save and continue.
    11. On the Review tab, select Done.

    Enable other assistants in ServiceNow AI Lens topic

    Enable an assistant other than the default Now Assist in Virtual Agent assistant in ServiceNow AI Lens topic.

    Vorbereitungen

    Skip this procedure, if you have enabled the default Now Assist assistant in the previous procedure.

    Role required: virtual_agent_admin or admin

    Prozedur

    1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
      Virtual Agent Designer opens in a new tab.

      Designer module for Virtual Agent under Conversational Interfaces.

    2. In the Topic tab, select ServiceNow Lens topic.
      ServiceNow AI Lens topic in Virtual Agent Designer.
    3. In the Select LLM assistants section, select your assistant.
      Selecting other assistant in ServiceNow AI Lens topic for Virtual Agent.
    4. Publish the ServiceNow Lens topic.

    (Optional) Enable Agent chat function for a mobile app

    Enable the chat function in Virtual Agent for a mobile device for ServiceNow AI Lens.

    Vorbereitungen

    Role required: admin or delegated developer

    Warum und wann dieser Vorgang ausgeführt wird

    Do this procedure when you do not see the Now Assist icon in the Now Mobile app.

    Prozedur

    1. Navigate to All > System Mobile > Mobile App Builder.

      Mobile App Builder designer app.

      The Mobile App Builder opens in a new tab.
    2. From the search option, search and select Now Mobile.
      Selecting the Now Mobile app in Mobile App Builder.
    3. From the list of screens, select Homepage.
      Selecting the Homepage screen for the Now Mobile app in Mobile App Builder.
    4. From the Now Platform configuration list, select the Chat function.
    5. Enable the Chat with Virtual Agent setting.
      Activating Chat with Virtual Agent setting for Homepage of Now Mobile in Mobile App Builder.