Query Generation
Summarize
Summary of Query Generation
Query Generation is a backend service used by Now Assist within Platform Analytics applications to convert plain language questions from users into database queries. This capability enables users to interact with data more intuitively, improving accessibility and efficiency in generating analytics.
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Enabling and Configuration
ServiceNow customers can enable Query Generation and configure support for specific facts tables as needed. This customization allows tailoring the query capabilities to relevant data sources for your organization.
Availability and Restrictions
- Not all AI model providers are accessible to customers with in-country SKUs.
- Some Now Assist products and features are unavailable in certain regulated environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted instances.
- Availability of features may vary by region and regulatory market, with some AI products and skills restricted accordingly.
- It is important to monitor updates on model provider availability and feature support through ServiceNow’s official knowledge base resources.
AI Limitations and Customer Responsibilities
Query Generation leverages AI and machine learning, which may not always provide fully accurate or complete results. Customers are responsible for thoroughly testing and validating outputs to ensure accuracy and appropriateness for their specific use cases. Human oversight is essential, especially in sensitive areas like healthcare, finance, legal, and security. Reliance solely on AI-generated results for critical decisions is discouraged.
Customers must comply with ServiceNow’s AI Acceptable Use Policy when using Query Generation.
Data Processing and Privacy
Using Query Generation involves transferring data from individual customer instances to a centralized ServiceNow environment, which may be located in different geographic regions or hosted by third-party cloud providers such as Microsoft Azure. All data handling adheres to ServiceNow’s internal policies and compliance standards.
Data Collection and Opt-Out Options
ServiceNow collects inputs, outputs, and edits related to Query Generation to improve its AI models and products. This includes data from relevant tables and indicators used in analytics generation. Customers retain the option to opt out of data collection at any time through the Now Assist Opt-Out page, maintaining control over their data sharing preferences.
Query Generation is a shared backend that Now Assist in Platform Analytics applications use to translate plain language user questions into database queries.
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Configure |
- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
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. In addition, this application will collect information from tables and indicators that will be used to generate analytics. For example, information from the Incident table or the Number of open incidents indicator could be collected for requests for incident data visualizations. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.