--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User data usage policy for Now Assist # User data usage policy for Now Assist {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 User data usage policy for Now Assist Now Assist is designed to securely handle user data while enabling AI-powered assistance within ServiceNow. It ensures data privacy through secure transmission, transient processing, and options to mask or restrict data sharing, helping customers maintain control over sensitive information. Show full answer Show less ## How Data Is Sent and Stored * User data is transmitted securely via TLS 1.2 from the ServiceNow instance to centralized compute hubs equipped with GPUs for AI processing. * Data is processed transiently; input and output data are not cached or stored on the compute hubs and are deleted immediately after generating responses. * Customer data is never commingled with other customers' data, including for domain-separated instances using generative AI. * Data sharing is not supported in regulated markets. * ServiceNow may augment AI services using third-party endpoints such as Azure OpenAI Service, but these operate within ServiceNow's network boundary with the same data policies applied, and third parties do not have access to customer data. * ServiceNow may use Azure-hosted GPUs for capacity bursting during high demand without exposing data to third-party providers. ## Masking Sensitive Data * Customers can enable Now Assist for Data Privacy to mask sensitive data before sending it to large language models (LLMs), reducing exposure but potentially affecting AI response accuracy. * This masking does not remove or protect sensitive data stored within ServiceNow records themselves. * Retrieval Augmented Generation (RAG) is used in some features to ensure only data accessible to the requesting user is sent to the AI, preserving access controls. * Users should verify that any summaries or notes generated by agents with elevated permissions are appropriate to share with other users who have access to the records. ## Opting Out of Data Sharing ServiceNow uses customer data sharing to improve AI models continuously. Customers can opt out of this data-sharing program at any time by following the prescribed opt-out process, ensuring they retain control over participation in model improvement initiatives. Now Assist is designed to keep user data safe and secure. You can also mask sensitive data or opt-out of sharing data for model improvements. ## How your data is sent and stored {#user-data-usage-policy-now-assist__section_nnf_ww3_v1c} Your AI workloads are securely sent using Transport Layer Security (TLS) 1.2 from your ServiceNow instance to one of three centralized ServiceNow compute hubs (datacenters with GPUs for AI workloads), where the AI prediction processing takes place. The data used to generate the response is deleted from the compute hubs after the response has been generated. The result is then returned to the ServiceNow instance. The input and output data isn't cached or stored on the compute hub and is transient. Your data isn't commingled with other customer data when using Now LLM Service for generative AI. Also, there's no commingling of data for domain-separated instances when you use Generative AI services. Data sharing is however, not supported in regulated markets. When appropriate, ServiceNow might leverage third-party endpoint services (for example Azure OpenAI Service) to augment Now LLM Service to power Now Assist capabilities. Azure OpenAI is a third-party model, but policies same as the company's, apply, as it's hosted in our compute hubs. Further, to confirm quality of service, ServiceNow might use Azure-hosted GPUs for Now LLM Service capacity bursting in case of high customer demand. Data processed by third-party endpoints isn't subject to use or access by third-party providers and are operated within the ServiceNow network boundary. To learn more about Data Sharing Programs, see [Generate product compliance summaries by using Now Assist for SAM](https://www.servicenow.com/docs/access?context=summarize-product-compliance-now-assist-sam&version=yokohama&pubname=yokohama-it-asset-management&ft:locale=en-US): Data Sharing Programs. ## Mask sensitive data {#user-data-usage-policy-now-assist__section_h2x_2z3_v1c} Sensitive data can be masked before sending it to LLMs using Now Assist for Data Privacy. To learn more, see [Configuring Data Privacy for Now Assist](https://www.servicenow.com/docs/access?context=configure-now-assist-data-privacy&version=yokohama&pubname=yokohama-platform-security&ft:locale=en-US). After you enable the plugin, it's designed to mask sensitive data before it's sent to the LLM, but could result in less accurate results because the specific data isn't included within the prompt. Note: This plugin, within the context of generative AI products, doesn't mask the sensitive data that exists in records within your instance, nor does it help prevent new sensitive data from being stored on the instance itself. ServiceNow might use Retrieval Augmented Generation (RAG) for selected AI features (for example NowAssist for AI Search) and passes information to the LLM based on what the requester can access within the system. If a user searches for something in the portal using Now Assist in AI Search, AI Search finds the article and then sends that to the LLM as a part of the prompt. Because AI Search knows what the user has access to, it won't send an article that the user isn't able to access. Note: For some features, such as case summarization, the agent generating the summary might have more permissions than other people who have access to the record. If they choose to paste that summary to the work notes, the agent should check to confirm that the data they're sharing in the work notes is appropriate to share with others who have access to that record. ## Opt out of data sharing {#user-data-usage-policy-now-assist__section_q14_kz3_v1c} Data Sharing helps ServiceNow to continuously advance and improve its Now LLMs, based on the latest customer usage. If you no longer want to participate in the customer data-sharing program, you're able to opt out. To opt out, follow the instructions in [Opt out of data sharing for Now Assist](https://servicenow-prod.fluidtopics.net/Q15NLT0qXVlMQ5LCB8IgOg "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").