Generative AI Controller

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Generative AI Controller

    Generative AI Controller enables ServiceNow customers to integrate third-party large language models (LLMs) directly into their workflows. By leveraging Workflow Studio and Virtual Agent Designer, users can create custom AI-driven use cases such as AI-generated text and sentiment analysis, enhancing automation and workflow capabilities.

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    Key Features

    • Integration with External LLMs: Seamlessly connect third-party AI models with ServiceNow workflows for advanced automation.
    • Workflow and Virtual Agent Support: Build tailored AI use cases using Workflow Studio and Virtual Agent Designer, including custom scripts.
    • Configuration and Management: Configure provider capabilities within the Generative AI Controller to suit specific business needs.
    • Exploration and Reference Materials: Access Generative AI concepts, terminology, and detailed references to support implementation.
    • Support Resources: Utilize ServiceNow Community, Known Error Portal, and Customer Service for troubleshooting and assistance.

    Important Considerations

    • AI Limitations: AI outputs are based on data patterns and may not always be accurate or appropriate. Customers must test and validate AI-generated results and apply human oversight, especially in critical domains such as healthcare, finance, legal, and security.
    • Data Processing: Data from individual ServiceNow instances may be transferred to centralized or third-party cloud environments (e.g., Microsoft Azure) following ServiceNow’s data policies and compliance standards.
    • Data Collection and Privacy: Inputs, outputs, and edits from the application are collected to improve ServiceNow AI technologies. Customers have the option to opt out of future data collection via the Now Assist Opt-Out page.
    • Compliance: Use of Generative AI Controller must comply with ServiceNow’s AI Acceptable Use Policy, which is subject to updates.

    What Customers Can Expect

    By adopting Generative AI Controller, ServiceNow customers can enhance their workflows with AI-driven text generation and sentiment analysis, increasing efficiency and innovation. However, customers should implement rigorous testing and oversight to ensure AI outputs meet their accuracy and compliance requirements. The solution provides integration flexibility, configuration options, and comprehensive support resources to facilitate successful deployment and ongoing management.

    Use Generative AI Controller to integrate third-party large language models (LLMs) with your workflows.

    Get started

    Get started with Generative AI Controller to integrate directly with external LLMs. With Workflow Studio and Virtual Agent Designer, you can create your own use cases for AI-generated text and sentiment analysis, including advanced workflows and custom scripts.

    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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.