--- sourceDocument: Australia Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Now Assist Guardian # Now Assist Guardian {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 min. de leitura Enable Now Assist Guardian, built with ServiceNow Small Language Model, to monitor and evaluate content created with generative AI to help protect and enhance the user experience. ## Now Assist Guardian Overview Generative AI is an emerging technology. Human interactions are unpredictable, and outputs generated by large language model (LLM) are probabilistic, which means that they're based on probabilities. Running the same input twice may generate two different outputs. Managing risk is an important element of deciding how you want to implement generative AI on your instances. Now Assist Guardian monitors requests sent to LLMs and their responses to help protect you, your users, and your data. There are three types of content that are monitored for: offensive or harmful content, prompt injection attempts, and filtered subjects. For offensive content and prompt injection attempts, logs are generated if activated, but you can also choose to block the content. When a filter has been activated, detected content that the filter applies to will redirect the user to the Sensitivity Detection: Fallback topic in Virtual Agent. ## Guardrails Offensive content : Due to the probabilistic nature of generative AI, it's possible for an LLM to generate offensive content. If there's offensive content in the input of the request, offensive content can also occur in the response. Examples of offensive content include language that is toxic, defamatory, or fraudulent. Prompt injection : Prompt injection is a type of security attack where bad actors override the normal instructions of an LLM to access restricted information or elicit unexpected behaviors. Prompt injection detection is based on the LLM which has been trained on various types of prompt injection techniques such as role playing, paraphrasing, repetition, instructions to ignore other instructions, persuasion, etc. However, due to the probabilistic nature of the model as well as evolving prompt injection techniques, prompt injection attempts may not be identified by Now Assist Guardian in some cases. Filtered subjects : Certain subjects, such as workplace safety or employee compensation, might not be best suited for generative AI conversations. You can activate filters that detect if these kinds of subjects are included in the conversation so that you can redirect the user to the Sensitivity Detection: Fallback Virtual Agent topic. ## Logging and blocking Now Assist Guardian can monitor requests and can log when these kinds of material are detected. You can access logs from the Now Assist Admin console in the Now Assist Guardian page of the Settings tab. Data included in the logs include information about the request and the conversation that contains the offensive content, including user feedback. Besides logging, you can also choose to block offensive content or prompt injection attempts. If the material is detected and blocking is turned on, you see a standard error message instead of the generated response. The message is a standard error message indicating that the request couldn't be completed, and you don't see what the AI generated. Before deciding to block content, you can monitor logs for some time to determine how prevalent these issues are for you and your use cases. ## Redirection for sensitive filtered topics Once a topic that a filter applies to has been identified, the user is redirected to a different Virtual Agent topic, dependent on the type of filter. Filters for subjects like employee personal issues will redirect to the Sensitivity Detection: Fallback topic. This topic can redirect a user to a live agent or help them create an HR case. Users also have the option to override the redirection by selecting Proceed, not sensitive, which returns them to their original topic without initiating the fallback flow. Nota: Once the user continues with the fallback topic, for example, by beginning the flow to create an HR case, the Virtual Agent does not continue detecting sensitive topics within that conversation. ## Now Assist Guardian at runtime All skills that use Now Assist Guardian remove personally identifiable information (PII) before the request reaches the LLM. You can choose what kinds of data are caught. See [Configuring Now Assist for Data Privacy](https://www.servicenow.com/docs/access?context=configure-now-assist-data-privacy&version=australia&pubname=australia-platform-security&ft:locale=en-US) for more information. For conversational skills, semantic search processes requests to determine whether a filter has been detected. If so, the user is redirected to a Virtual Agent topic that asks if they want to make an HR case or speak to a live agent. For catalog item generation and agent skills like summarization and resolution note generation, offensiveness and prompt injection guardrails are run on inputs and outputs of requests. If either is detected, Now Assist Guardian logs the request. If you've chosen to block this content, then a standard error message appears, and the user doesn't see the result of the request. ## Safety Categories {#now-assist-guardian__entry__3} | Category | Category ID | Description | |-|-|-| | Toxic Content | O1 | Should not: Promote hate speech, incite violence like child abuse or bullying or engage in personal attacks or harassment. Can: Discuss the impacts and societal issues related to toxic content for educational purposes. | | Unfair Representation | O2 | Should not: Assist in perpetuating stereotypes or encourage discrimination or bias. Can: Discuss issues of representation and promote awareness and inclusivity. | | Adult Content | O3 | Should not: Display sexually explicit material or content inappropriate for minors including pornography, erotic chat and sexual activity. Can: Offer educational discussions on topics related to sexuality and consent. | | Erosion of Trust in Public Information | O4 | Should not: Spread misinformation or disinformation undermining public trust such as misleading medical advice, illegal drugs and advice. Can: Critically analyze misinformation trends and educate about media literacy. | | Propagating Misconceptions/False Beliefs | O5 | Should not: Disseminate unverified, misleading information, conspiracy theories, science denialism, historical revisionism, or content that could lead to radicalization. Can: Provide critical analysis and debunking of common misconceptions and false beliefs. | | Risky Financial Practices | O6 | Should not: Promote unethical trade practices such as multi-level marketing, deceptive lending practices, or gambling. Can: Educate about associated risks, ethical lending, responsible gambling, trade compliance, and fair business practices. | | Trade and Compliance | O7 | Should not: Involve labor issues, engage in unethical trade affairs, contribute to unfair labor practices or promote fraudulent trade practices. Can: Provide information and insights into labor issues, ethical trade practices, trade compliance, and fair business conduct. | | Dissemination of Dangerous Information | O8 | Should not: Spread fake news, propagate social media rumors, disclose government secrets or leak financial data and other contents that contributing to public panic or national security. Can: Educate about the dangers of such information and promote safety. | | Privacy Infringement | O9 | Should not: Involve doxxing, unauthorized data sharing, or surveillance like private information inferring or leaking. Can: Discuss the importance of privacy rights and digital security. | | Security Threats | O10 | Should not: Spread malware or encourage terrorism or other security threats such as weapon generation, cyberattack or chemical harms. Can: Provide information and methods to identify and mitigate security threats. | | Defamation | O11 | Should not: Publish false statements damaging to individuals, groups or organizations. Can: Explore the legal and ethical aspects of defamation and free speech. | | Fraud or Deceptive Action | O12 | Should not: Engage in academic dishonesty, perpetrate scams, promote pseudo-pharmaceuticals, or disseminate fake online content. Content should not deceive or defraud individuals. Can: Educate about recognizing and preventing fraudulent activities. | | Influence Operations | O13 | Should not: Manipulate public opinion or disrupt societal harmony for political or ideological purposes like surveillance or campaign. Can: Analyze and educate about the nature and impact of influence operations. | | Illegal Activities | O14 | Should not: Promote or provide guidance on engaging in illegal actions like crimes or terrorism. Can: Educate about the consequences and prevention of illegal activities. | | Persuasion and Manipulation | O15 | Should not: Involve persuasion or manipulation techniques that promote self-harm, psychological manipulation, or any form of harm to individuals' well-being. Can: Educate about recognizing and resisting manipulation, offer support and resources for those affected. | | Violation of Personal Property | O16 | Should not: Violate an individual's personal property, involving engaging in malicious mimicking, plagiarism, copyright infringement and forging identity. Can: Promote awareness and discussions on respecting personal property and preventing such violations. | [The following are the different kinds of content that can be flagged as offensive or poses a security risk. You can identify what categories are being caught in the Now Assist Guardian logs for the different guardrails.] ## Skills that support Now Assist Guardian {#now-assist-guardian__table_yz3_mqd_dbc__entry__2} | Workflow | Supported skills by product | |-|-| | Technology | [Now Assist for Configuration Management Database (CMDB)](https://www.servicenow.com/docs/access?context=now-assist-landing-cmdb&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) : * [Configuration item (CI) summarization](https://www.servicenow.com/docs/access?context=na-cmdb-agent-ci-summarizer&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Manage duplicate CIs](https://www.servicenow.com/docs/access?context=now-assist-cmdb-mng-dupe-cis-skill&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Service Graph Connector diagnosis](https://www.servicenow.com/docs/access?context=now-assist-sgc-diagnose&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) {#now-assist-guardian__ul_rjk_133_vcc} [Now Assist for ITOM](https://www.servicenow.com/docs/access?context=now-assist-itom&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) : * [Alert analysis](https://www.servicenow.com/docs/access?context=alert-summarization-now-assist&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) * [Alert investigation](https://www.servicenow.com/docs/access?context=nai-analyze-past-incidents&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) {#now-assist-guardian__ul_a4h_2mv_2dc} [Now Assist for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US) : * [Change request risk explanation](https://www.servicenow.com/docs/access?context=change-risk-exp-now-assist&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Change request summarization](https://www.servicenow.com/docs/access?context=summarize-change-now-assist&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Chat reply recommendation](https://www.servicenow.com/docs/access?context=now-assist-itsm-chat-recommendation&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Chat summarization](https://www.servicenow.com/docs/access?context=generate-chat-summary-interaction-now-assist-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Incident assist](https://www.servicenow.com/docs/access?context=now-assist-itsm-incident-assist&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Incident summarization](https://www.servicenow.com/docs/access?context=summarize-incident-now-assist&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [KB generation](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-SOW-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Resolution notes generation](https://www.servicenow.com/docs/access?context=resolve-incident-now-assist&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Sidebar discussion summarization](https://www.servicenow.com/docs/access?context=now-assist-itsm-sidebar-discussion&version=australia&pubname=australia-it-service-management&ft:locale=en-US) {#now-assist-guardian__ul_cww_g3y_tbc} [Now Assist for Security Incident Response](https://www.servicenow.com/docs/access?context=now-assist-security-incident-landing&version=australia&pubname=australia-security-management&ft:locale=en-US) : * [Post-incident analysis](https://www.servicenow.com/docs/access?context=generate-pia-report-now-assist-security-incident&version=australia&pubname=australia-security-management&ft:locale=en-US) * [Resolution notes generation](https://www.servicenow.com/docs/access?context=generate-closure-notes-si-now-assist-sec-incident&version=australia&pubname=australia-security-management&ft:locale=en-US) * [Security incident recommended actions](https://www.servicenow.com/docs/access?context=generate-recommended-actions-now-assist-for-security&version=australia&pubname=australia-security-management&ft:locale=en-US) * [Security incident summarization](https://www.servicenow.com/docs/access?context=summarize-security-incident-now-assist-sec-incident&version=australia&pubname=australia-security-management&ft:locale=en-US) {#now-assist-guardian__ul_kdl_bbh_ccc} [Now Assist for Strategic Portfolio Management (SPM)](https://www.servicenow.com/docs/access?context=now-assist-spm&version=australia&pubname=australia-it-business-management&ft:locale=en-US) : * [Multi feedback summarization](https://www.servicenow.com/docs/access?context=feedback-summary-sentiment-topics&version=australia&pubname=australia-it-business-management&ft:locale=en-US) * [Planning item doc summarization](https://www.servicenow.com/docs/access?context=summarize-documents-genai-skill-spw&version=australia&pubname=australia-it-business-management&ft:locale=en-US) * [Project doc summarization](https://www.servicenow.com/docs/access?context=summarize-doc-content-genai-skill-pw&version=australia&pubname=australia-it-business-management&ft:locale=en-US) * [Project summary emails](https://www.servicenow.com/docs/access?context=email-project-summary-skill-pw&version=australia&pubname=australia-it-business-management&ft:locale=en-US) * [Story generation](https://www.servicenow.com/docs/access?context=generate-stories-from-epics-now-assist-eap&version=australia&pubname=australia-it-business-management&ft:locale=en-US) * [Write planning item](https://www.servicenow.com/docs/access?context=refine-text-with-write-planning-item-skill&version=australia&pubname=australia-it-business-management&ft:locale=en-US) {#now-assist-guardian__ul_cp5_w1h_ccc} | | Customer | [Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) : * [Case summarization](https://www.servicenow.com/docs/access?context=now-assist-csm-summarize-case&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Chat recommendation](https://www.servicenow.com/docs/access?context=generate-chat-reply-recommendations&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Chat summarization](https://www.servicenow.com/docs/access?context=now-assist-csm-summarize-chat&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Email recommendation](https://www.servicenow.com/docs/access?context=generate-email-reply-recommendations&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [KB generation](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-csm-workspace&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Resolution notes generation](https://www.servicenow.com/docs/access?context=now-assist-csm-generate-resolution&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Sidebar summarization](https://www.servicenow.com/docs/access?context=summarize-sidebar-conversations&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) {#now-assist-guardian__ul_osp_thy_tbc} [Now Assist for Field Service Management (FSM)](https://www.servicenow.com/docs/access?context=now-assist-fsm&version=australia&pubname=australia-field-service-management&ft:locale=en-US) : * [KB generation](https://www.servicenow.com/docs/access?context=na-fsm-generate-kb-article&version=australia&pubname=australia-field-service-management&ft:locale=en-US) * [Sidebar summarization](https://www.servicenow.com/docs/access?context=na-fsm-summarize-sidebar-platform&version=australia&pubname=australia-field-service-management&ft:locale=en-US) * [Work order task summarization](https://www.servicenow.com/docs/access?context=generate-wot-summ-fsm&version=australia&pubname=australia-field-service-management&ft:locale=en-US) {#now-assist-guardian__ul_l53_yhy_tbc} [Now Assist for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) : * [Case summarization](https://www.servicenow.com/docs/access?context=summarize-case-using-now-assist-fso&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) * [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=submit-dispute-case-disputes-intake-via-virtual-agent&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) {#now-assist-guardian__ul_m1s_5hy_tbc} [Now Assist for Public Sector Digital Services (PSDS)](https://www.servicenow.com/docs/access?context=now-assist-for-psds&version=australia&pubname=australia-government-industry&ft:locale=en-US) : * [Government case summarization](https://www.servicenow.com/docs/access?context=now-assist-psds-summarize-case&version=australia&pubname=australia-government-industry&ft:locale=en-US) * [Chat summarization](https://www.servicenow.com/docs/access?context=now-assist-psds-summarize-chat&version=australia&pubname=australia-government-industry&ft:locale=en-US) {#now-assist-guardian__ul_yf1_d33_vcc} | | Employee | [Now Assist for Health and Safety](https://www.servicenow.com/docs/access?context=now-assist-hs-landing&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) : [Incident summarization](https://www.servicenow.com/docs/access?context=now-assist-hs-summarize-safety-incident&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) [Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) : * [Case summarization](https://www.servicenow.com/docs/access?context=now-assist-hrsd-summarize-case&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * [Chat summarization](https://www.servicenow.com/docs/access?context=now-assist-hrsd-chat&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * [KB generation](https://www.servicenow.com/docs/access?context=gen-kb-now-assisthr&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * [Resolution notes generation](https://www.servicenow.com/docs/access?context=now-assist-hrsd-res-note&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) {#now-assist-guardian__ul_ok1_lrd_dbc} [Now Assist for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-assist-lsd-landing&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) : [Legal request summarization](https://www.servicenow.com/docs/access?context=now-assist-lsd-summarize-case&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) : Skills for [Now Assist in Contract Management](https://www.servicenow.com/docs/access?context=cncore-now-assit-landing&version=australia&pubname=australia-employee-service-management&ft:locale=en-US): * [Contract analysis](https://www.servicenow.com/docs/access?context=cncore-NA-review-land&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * [Contract metadata extraction](https://www.servicenow.com/docs/access?context=cncore-metadata-extract-land&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) {#now-assist-guardian__ul_uml_y2z_ycc} | | Creator | [Now Assist for Creator](https://www.servicenow.com/docs/access?context=now-assist-for-creator-landing&version=australia&pubname=australia-application-development&ft:locale=en-US) : [Catalog item generation](https://www.servicenow.com/docs/access?context=create-catalog-item-using-now-assist&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) | | Finance \& Supply Chain | [Now Assist for Accounts Payable Operations (APO)](https://www.servicenow.com/docs/access?context=now-assist-apo&version=australia&pubname=australia-source-to-pay-operations&ft:locale=en-US) : [Record summarization](https://www.servicenow.com/docs/access?context=now-assist-summarize-apo&version=australia&pubname=australia-source-to-pay-operations&ft:locale=en-US) [Now Assist for Supplier Lifecycle Operations (SLO)](https://www.servicenow.com/docs/access?context=now-assist-slo&version=australia&pubname=australia-source-to-pay-operations&ft:locale=en-US) : [Supplier case summarization](https://www.servicenow.com/docs/access?context=now-assist-slo-summarize-case&version=australia&pubname=australia-source-to-pay-operations&ft:locale=en-US) [Now Assist for Sourcing and Procurement Operations (SPO)](https://www.servicenow.com/docs/access?context=now-assist-spo&version=australia&pubname=australia-source-to-pay-operations&ft:locale=en-US) : [Record summarization](https://www.servicenow.com/docs/access?context=now-assist-spo-summarize-record&version=australia&pubname=australia-source-to-pay-operations&ft:locale=en-US) | [Tabela 1. Supported skills by workflow] {#now-assist-guardian__table_yz3_mqd_dbc} * **[Activate offensiveness protection for generative AI](https://servicenow-prod.fluidtopics.net/tYGDX824SxQfc~k8o4bgVA)** Turn on offensiveness protection to log and add the option to block offensive content in AI-generated text and conversations. * **[Configure prompt injection attack protection](https://servicenow-prod.fluidtopics.net/CZPHcjtzJPMPqOnOzWJ1NQ)** Activate or deactivate prompt injection attack protection for AI-generated text and conversations. * **[Configure sensitive topic filters](https://servicenow-prod.fluidtopics.net/oLaEhbq8PUwQMbwxFI3~tw)** Set up filters to redirect users to a different topic if certain subject material is detected in a Virtual Agent conversation. * **[Export Now Assist Guardian logs](https://servicenow-prod.fluidtopics.net/LT8Gte~jtcg_DIlNXFJ8Lw)** Export logs from Now Assist Guardian to get insights into how often different guardrails are being detected and used. * **[Configure Guardrail service provider](https://servicenow-prod.fluidtopics.net/WP_Df_Ywu0uYnnTxcX5tQg)** Manage Guardrail service providers for Now Assist Guardian.