Reference for Generative AI Controller
Summarize
Summary of Generative AI Controller Reference
The Generative AI Controller in ServiceNow provides customers with powerful AI-driven capabilities to enhance content creation, summarization, sentiment analysis, and idea generation within workflows and virtual agents. This controller enables quick generation and processing of text-based data to improve efficiency and customer experience.
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Key Features
- Flow Actions:
- Generate Content: Quickly create bodies of text such as knowledge base articles from cases or interactions using AI models.
- Summarize: Condense large or complex text bodies to facilitate easier information transfer, useful during agent handoffs.
- Sentiment Analysis: Analyze user sentiment from input text to enhance customer experience.
- Generic Prompt: Utilize AI for brainstorming and idea generation across various topics.
- Tables: The controller includes multiple tables that manage capabilities, attribute configurations, builder components, usage tracking, logging, metrics, and AI model mappings. These tables help customers configure, monitor, and maintain AI capabilities within ServiceNow workflows and virtual agents effectively.
- Properties: Several system properties control the behavior of the Generative AI Controller, including:
- Default AI provider selection.
- Customizable messages for AI search failures and content moderation responses.
- Logging control for AI API calls.
- Token buffer management to handle API request limits.
Key Outcomes
- Accelerated content creation and summarization streamline knowledge management and communication workflows.
- Sentiment analysis facilitates improved customer interactions by understanding user emotions.
- Flexible AI-driven idea generation supports innovation and engagement strategies.
- Detailed logging and metrics enable monitoring and optimization of AI performance and compliance.
- Configurable properties and extensive table management offer customers control and customization aligned with their operational needs.
Reference topics provide information about Generative AI Controller flow actions, tables, and properties.
Flow actions
Action |
Description |
|---|---|
Generate Content |
Generate content with an artificial intelligence model to create bodies of text quickly, such as generating knowledge base articles from interactions, cases, or incidents. |
Summarize |
Summarize large bodies of text or complicated exchanges to make the transfer of information easier, such as during handoffs between virtual and live agents. |
Sentiment Analysis |
Analyze user sentiment based on text that has been input in interactions and forms to improve customer experiences. |
Generic Prompt |
Use Generative AI to generate ideas and brainstorm on any topic, such as ideas for increasing engagement. |
Tables installed
| Name | Table | Description |
|---|---|---|
| OneExtend Capability | sys_one_extend_capability | Generative AI Controller capabilities that include Summarize, Record Summarization, Generate Content, and Generic Prompt. |
| OneExtend Capability Definition | sys_one_extend_capability_definition | Attribute configuration for input and output variables for Workflow Studio subflows. |
| OneExtend Capability Definition Attribute | sys_one_extend_definition_attribute | Input and output variables for Workflow Studio subflows. Variable names can't be changed if the capability is active and used on the instance. You can check whether a capability is used by going to the OneExtend Usages table. |
| OneExtend Builder Config | sys_one_extend_builder_config | Determines which capability and provider is related to each builder component for Workflow Studio and Virtual Agent Designer. |
| OneExtend Builder Capability | sys_one_extend_builder_capability | Definitions for a capacity and its provider for builder components. |
| OneExtend Usage | sys_one_extend_usage | Each usage of a capability in a Workflow Studio or Virtual Agent Designer topic, as well as any scripts such as business rules or UI actions. |
| Gen AI Log Metadatas | sys_gen_ai_log_metadata | Log data about requests to the LLMs, including information about definition, errors, user, and feedback provided. AI-generated content can be tracked for a duration beyond six months with Now Assist configuration option. You can export historical data by writing a script to copy it into a different table without deleting the information. |
| Generative AI Metric | sys_generative_ai_metric | Logs various metrics to help evaluate the performance and accuracy of LLM responses, such as edit score, edit distance, and guardrail activity. |
| Gen AI Model Version Mapping | sys_gen_ai_model_version_mapping | Maintains mappings between AI models, their providers, and configuration details. It shows how source models map to target models along with metadata like skill type, model type, resource associations, and provider information. |
Properties
| Property | Description |
|---|---|
| com.sn.generative.ai.provider | Default provider when capability definition has no default. Type: choice list No default value |
| com.sn.generative.ai.ais.message | Message that is displayed when AI Search fails to find an answer to a query. Type: string Default value: No answer found. |
| com.sn.generative.ai.log_prompt | Prompt that determines whether generative AI API calls are logged. Type: true | false Default value: true |
| com.sn.generative.ai.moderation.message | Message that is displayed if the OpenAI or Azure OpenAI moderation tools identify the content that goes against their terms of service. Type: string Default value: The response cannot be displayed as it’s deemed inappropriate by OpenAI. |
| com.glide.one.extend.token.buffer | Buffer that checks the request for the number of tokens before a OneExtend capability is executed. The maximum allowed request tokens are calculated based on the maximum tokens that are permitted by the AI provider's API minus
the response token and buffer value that is specified in this system property. Type: integer Default value: 250 |
External links
| Provider | Data policy | Usage policy |
|---|---|---|
| Amazon Bedrock | Data protection | AWS Service Terms |
| Aleph Alpha | Data privacy | Terms and Conditions |
| Google Cloud | Google Cloud Platform Terms of Service | Google Cloud Platform Terms of Service |
| IBM watsonx | Keeping your data secure and compliant | Foundation model terms of use in watsonx.ai |
| Microsoft Azure OpenAI | Data, privacy, and security for Azure OpenAI Service | Code of conduct for Azure OpenAI Service |
| OpenAI | API data usage policies | Usage policies |