Generative AI

Question 1

Define Artificial Intelligence in the context of information technology.

Answer 1

AI attempts to replicate human or near-human intelligence in machines and encompasses machine learning and deep learning.

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📚 Introduction to Generative AI (NowLearning)

Question 2

How does Machine Learning relate to creating data models?

Answer 2

Machine Learning uses data and algorithms to create models, which are mathematical expressions approximating the relationship between variables in the data.

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📚 Introduction to Generative AI (NowLearning)

Question 3

What is Deep Learning and how does it differ from Machine Learning?

Answer 3

Deep Learning is a subset of Machine Learning based on neural networks, using connected layers to create artificial approximations of human neural networks.

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📚 Introduction to Generative AI (NowLearning)

Question 4

List three types of content that Generative AI can create.

Answer 4

Text
Visuals (Images, videos, 3d models, graphs)
Audio (music and speech)

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📚 Introduction to Generative AI (NowLearning)

Question 5

How can Generative AI contribute to diversity and inclusivity?

Answer 5

By reducing bias and discrimination in areas such as healthcare, education, and employment. + Providing accessible and personalize solutions.

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📚 Introduction to Generative AI (NowLearning)

Question 6

Name two key business benefits of Generative AI.

Answer 6

It can increase opportunities in cost and productivity, and enhance revenue by creating intelligent, original content.

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📚 Introduction to Generative AI (NowLearning)

Question 7

What limitations and risks are associated with Generative AI?

Answer 7

• Difficulty adapting to new circumstances
• Exhibit harmful biases
• Pose intellectual property concerns
• Lack transparency
• Introduce cybersecurity dangers
• Sometimes it generates inaccurate content

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📚 Introduction to Generative AI (NowLearning)

Question 8

How does ServiceNow use generative AI capabilities?

Answer 8

ServiceNow uses Generative AI for language generation to take text inputs from various sources and generate new content efficiently.

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📚 Introduction to Generative AI (NowLearning)

Question 9

What five generative AI capabilities are implemented out of the box?

Answer 9

• Generate
• Summarize
• Generic Prompt
• QnA
• Sentiment Analysis

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📚 Introduction to Generative AI (NowLearning)

Question 10

What is the purpose of ServiceNow’s Now Assist?

Answer 10

Now Assist integrates generative AI features into the platform to enable automation, accelerate productivity, simplify repetitive tasks, increase agility, and transform user experience.

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📚 Introduction to Generative AI (NowLearning)

Question 11

What is the purpose of the Generative AI Controller?

Answer 11

It integrates Generative AI functionality in ServiceNow workflows, allowing content generation through providers like Azure OpenAI and OpenAI.

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📚 Now Assist Essentials (NowLearning)

Question 12

What are the essential capabilities of the Generative AI Controller?

Answer 12

It connects to AI providers, interacts with AI models, and offers a seamless design experience via Flow Designer, Virtual Agent, and Scripting on the Now Platform.

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📚 Now Assist Essentials (NowLearning)

Question 13

How does the Generative AI Controller work?

Answer 13

It connects APIs to the Now Platform, sends requests to AI providers, which process and send back responses for various applications in ServiceNow.

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📚 Now Assist Essentials (NowLearning)

Question 14

What are the ideal and non-ideal criteria for implementing Generative AI Controller?

Answer 14

Ideal
- Using Flow Designer or Virtual Agent
- Aiming to reduce content creation time
Non-Ideal
- Having a self-hosted instance
- Operating in a regulated market
- Using a mid-server for internet resources
- Not being mature with existing AI products

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📚 Now Assist Essentials (NowLearning)

Question 15

Define “Prompt” in the context of Generative AI.

Answer 15

It’s the textual input supplied to the LLM to process and generate content. It can be a question, statement, or instruction.

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📚 Now Assist Essentials (NowLearning)

Question 16

What data is suggested for the Generate Content capability?

Answer 16

Records containing text, such as
- Knowledge Articles
- Ticket Descriptions
- Notes
- Work Notes
- Comments

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📚 Now Assist Essentials (NowLearning)

Question 17

What characteristics should the data possess for accurate content generation?

Answer 17

The data should be high quality, error-free, diverse, relevant to the task, and requests to Generative AI should be precise.

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📚 Now Assist Essentials (NowLearning)

Question 18

What are some supported customization for the Generative AI Controller?

Answer 18

It supports different ChatGPT models and integrates well with Flow Designer, Virtual Agent, and in custom scripts.

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📚 Now Assist Essentials (NowLearning)

Question 19

What APIs come out of the box with the Generative AI Controller?

Answer 19

• Completions
• Chat Completions
• Moderation APIs

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📚 Now Assist Essentials (NowLearning)

Question 20

What type of instances are the Generative AI Controller not supported on?

Answer 20

• Self-Hosted
• GCC (GovtCommunityCloud)
• FedRamp (Federal Risk and Authorization Management Program)
• PDI

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📚 Now Assist Essentials (NowLearning)

Question 21

What ServiceNow products are able to use the Generative AI Controller?

Answer 21

Yes, it is a platform capability that all applications can leverage.

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📚 Now Assist Essentials (NowLearning)

Question 22

What are the prerequisites for installing and using the Generative AI Controller?

Answer 22

• ServiceNow instance must be on specified version
• Microsoft OpenAI or OpenAI subscription
• Alias Credentials (API Key)
• Now Assist Subscription
• Necessary Apps Downloaded

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📚 Now Assist Essentials (NowLearning)

Question 23

What role does Integration Hub play in the Generative AI Controller?

Answer 23

It enables the execution of third-party APIs as part of a flow when a specific event occurs in ServiceNow.

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📚 Now Assist Essentials (NowLearning)

Question 24

What are Generative Models and LLMS?

Answer 24

• Generative Models are AI Models that generate new data based on input.
• LLMS (Large Language Models) are generative AI models capable of generating human-like language at scale.

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📚 Now Assist Essentials (NowLearning)

Question 25

What is a hallucination in the context of Generative AI?

Answer 25

It’s when the LLM generates incorrect output due to reliance on its internal “knowledge”, which is not applicable to the user query.

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📚 Now Assist Essentials (NowLearning)

Question 26

What is the suggested data for the QnA Capability?

Answer 26

Knowledge Articles

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📚 Now Assist Essentials (NowLearning)

Question 27

What does good-quality data for machine learning entail?

Answer 27

It should be diverse, high-quality, free of errors, and relevant to the task.

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📚 Now Assist Essentials (NowLearning)

Question 28

What types of ChatGPT models does the Generative AI Controller support?

Answer 28

Legacy and newer models like gpt-4 and gpt-3.5 turbo

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📚 Now Assist Essentials (NowLearning)

Question 29

What are the purposes of Completions, Chat Completions, and Moderations APIs?

Answer 29

• Completions and Chat Completions: Generate content using different ChatGPT models.
• Moderations: Checks content compliance with the vendor’s usage policies.

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📚 Now Assist Essentials (NowLearning)