Overview
Users need clear, consistent ways to identify where and how AI influences their work. Transparency is essential for users to distinguish AI-generated content from human input and to stay in control of the work they deliver, especially as AI tools evolve and present risks like hallucinations.
The AI tagline and indicators provide ways to clearly mark AI actions and output across a variety of use cases. Your organization may have legal requirements or guidance on how to disclose the use of AI, due to the potential for hallucinations.
AI indicators
AI icon
AI needs a consistent visual representation to distinguish from human avatars and other icons. The icon that indicates AI is called the “AI sparkle” icon. Sparkle icons are a common representation for AI across many of the top industry digital products. As a result, users instinctively associate it with AI. This icon is not currently configurable. Use this icon on actions that prompt AI-guided interactions and for reflecting AI output.
The AI sparkle icon is used to indicate the use of AI in ServiceNow product experiences.
Opt-in vs output
AI indicators can be grouped into two categories. Opt-in indicators are used to mark interactions that will involve AI. Output indicators mark content that was delivered by AI.
Opt-in indicators allow users to opt into AI experiences feeling fully informed and ensure users understand when they are interacting with AI.
Output indicators direct attention to AI-generated content, distinguishing it from human-generated content, and to help users find content they need to review.
Output indicators
Form fields
When AI populates content on form fields, the highlighted value brings awareness to the AI-generated content, so the user knows what content they need to review. Informational content provides context on the skill that was used (e.g. predicted, generated, summarized) and the sources that informed the AI output (e.g. data in other fields). You can surface informational content in a tooltip when hovering on the highlighted value. Alternatively, an info icon near the highlighted value can surface a popover with informational content, which allows links to product documentation.
If you do not have a need to include links in the informational content about input fields, you can use a tooltip on hover.
If you need to include links in the informational content, use an info icon with a popover. Be consistent with what you use throughout your product.
AI tagline
The AI tagline brings awareness to AI-generated content. It uses concise language to clarify what content was generated and which skill was used to generate it.
The AI tagline uses concise language to clarify what was generated and which skill was used to generate it.
A popover provides further clarity on the sources that were used to inform the AI-generated output and provides an optional reminder for the user to check for accuracy.
AI disclaimer
The AI disclaimer reminds users to review AI-generated output for accuracy and appropriateness. Due to the potential for hallucinations, your organization may have a legal requirement to surface a disclaimer whenever AI-generated content is presented to the user. The disclaimer should be prominently shown to the user (e.g. surfaced in an alert) before being tucked away behind a click or hover to ensure key information is noticed, understood, and not easily overlooked.
We surface the AI disclaimer in alerts, as a footer, or as standard body copy.
When specific elements contain AI content, use an alert to inform the user of what AI did, with a reminder to check for accuracy, and include the AI highlighted value on the specific elements that contain AI output. Adjust the label of the highlighted value for clarity when it makes sense to do so, as seen in the card in the contextual panel on the right.
When an entire section contains AI content, use the tagline at the top of the section to clarify what AI did. Include a disclaimer to check for accuracy directly below the tagline, within body copy for the section as a whole, or as a footer near the bottom of the section.
When an entire page was generated by AI or all the content within it was generated by AI, use an alert to inform the user of what AI did and remind them to check for accuracy. Use a tagline above, below, or to the right of the page title, as a persistent reminder that this page or it’s content was AI generated.
