Generative AI Controller

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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. This integration supports the creation of AI-driven use cases such as AI-generated text and sentiment analysis, leveraging tools like Workflow Studio and Virtual Agent Designer for advanced workflows and custom scripting.

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    Key Features

    • Integration with External LLMs: Seamlessly connect with third-party large language models to enhance your ServiceNow workflows.
    • Workflow and Virtual Agent Support: Use Workflow Studio and Virtual Agent Designer to build custom AI-powered use cases tailored to your needs.
    • Configurable Provider Capabilities: Customize the Generative AI Controller settings to align with your specific operational requirements.
    • Support Resources: Access documentation, troubleshooting guides, the ServiceNow Community, Known Error Portal, and Customer Service for assistance.

    Important Considerations

    • AI Limitations: As AI and machine learning are evolving, outputs may not always be accurate, complete, or appropriate. Customers must perform thorough testing, apply human oversight, and avoid relying solely on AI for critical decisions, especially in sensitive fields like healthcare, finance, legal, and security.
    • Compliance and Acceptable Use: Use of the application must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated over time.
    • Data Processing and Privacy: Data from individual ServiceNow instances may be transferred to centralized environments or third-party cloud providers (e.g., Microsoft Azure) for processing under ServiceNow’s internal policies. Customers can review policies via the CORE Compliance Portal.
    • Data Collection and Opt-Out: ServiceNow collects input, output, and edits from this application to improve AI technologies. Customers have the option to opt out of future data collection as outlined on the Now Assist Opt-Out page.

    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.