ServiceNow AI Lens features
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Summary of ServiceNow AI Lens features
ServiceNow AI Lens is a powerful tool designed to analyze and extract actionable insights from various types of visual data, such as images, scanned handwritten notes, Excel sheets, web pages, and documents. It streamlines data capture by auto-filling form fields in ServiceNow records, enhancing efficiency and accuracy for users.
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Key Features
- Data Capture and Analysis: AI Lens can scan content from emails, screenshots, files, and multiple images to extract and organize data automatically, such as filling Incident forms or consolidating expense reports.
- Browser and Desktop Access: Users can launch AI Lens directly from a browser without installation or use the full-featured desktop application for advanced capabilities.
- File Upload and Instruction Customization: Upload files via drag-and-drop and provide specific instructions to tailor how data is analyzed and presented, such as organizing expenses by date or category.
- Multiple Screenshot Capture: Capture and analyze multiple screenshots in one session to aggregate related data for reporting or record creation.
- Integration with ServiceNow Instances: Launch AI Lens from within ServiceNow to auto-fill forms while creating or updating records, improving data entry workflows.
- Lens Actions for Custom Behavior: Define customizable Lens actions to control how AI Lens extracts data, auto-fills forms, maps Excel columns to ServiceNow tables, and processes results to fit specific business needs.
- Excel Integration: Auto-map Excel sheet column headers to ServiceNow table columns for easy data import and review before insertion.
- Virtual Agent Integration: Invoke AI Lens within Virtual Agent conversations to extract and analyze data seamlessly as part of chatbot interactions.
- Back-end Service Usage: Use Lens as a client or server service within ServiceNow workflows, enabling image analysis and LLM responses via UI actions, script includes, or flow actions without manual client launch.
- Attachment of Captured Images: Automatically attach scanned images to the corresponding records for reference and audit purposes.
- Standalone Application Support: Use the AI Lens desktop app independently for data preview and insight extraction, requiring a connection to a ServiceNow instance.
- Mobile Application Integration: Trigger AI Lens from the Now Mobile® app to autofill form fields from scanned artifacts, enhancing mobile data capture.
- Service Portal Autofill: Use AI Lens to auto-populate Catalog Item forms in the Service Portal by extracting data from one or more uploaded artifacts, simplifying user submissions.
Key Outcomes
- Accelerated and automated data entry across various ServiceNow interfaces, reducing manual effort and errors.
- Improved accuracy and organization of data extracted from diverse visual sources.
- Customizable AI Lens behavior to fit unique business processes through Lens actions and integration points.
- Enhanced user experience in mobile and web portals by enabling quick form completion using visual data extraction.
- Seamless integration with Virtual Agent and backend workflows for automated data analysis and record population.
- Comprehensive data traceability by attaching source images to records for audit and review.
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, scanned handwritten notes, Excel sheets, web pages, or any document that gives visual data.
For example, ServiceNow AI Lens can scan an email and auto-fill the fields on the Incident form.
Figure 1. Scan and capture data from email - Use ServiceNow AI Lens from your browser or the desktop application
-
Get started with ServiceNow AI Lens directly from your browser — no downloading or installation required. Capture your screen and let ServiceNow AI Lens analyze the contents and auto-fill your form fields. For the full range of capabilities, open the ServiceNow AI Lens desktop application if it is already installed, or download and install it.
Figure 2. Capture browser contents - Upload files
- Get actionable insights from the files that you upload. You can upload files by adding or dragging and dropping.
For example, upload the copies of all the expense bills of all your business trips in the last six months, and instruct to organize all the expense amounts under their respective headings such as food, airfare, cab, and laundry, and show you the preview.
Figure 3. File upload window - Provide instructions to analyze data in a specific way
- Provide instructions to analyze the data in the screenshots or files in a way that you want after
selecting the
Edit (
) icon and enter additional instructions. For example, you can capture screenshots or upload copies of all the expense bills of all your business trips in the last six months and provide instructions to
arrange the expense bill amounts date-wise and expense head-wise.Figure 4. Enter instructions while you capture screenshots Figure 5. Provide instructions after capturing screenshots or uploading files - 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.
Figure 6. Icon showing the number of screenshots captured Figure 7. Preview window showing consolidated bills - 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.
Figure 8. Home screen showing Lens actions - Auto-map Excel sheet column headers with ServiceNow table columns
- Define a Lens action that specifically lets ServiceNow AI Lens to auto-map the column headers of an Excel sheet with the columns of a ServiceNow table. Review and update the mapping, if required, and then insert the Excel sheet data into the table.
Figure 9. Excel sheet column headers auto-mapped with table columns - 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 data with ServiceNow AI Lens desktop app.
- 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.