Integration · ServiceNow
Now Assist sees your employees’ PII.
The Veil for ServiceNow is a drop-in scoped app (x_dsa_privacy) that routes Now Assist and AI Agent calls through the split-knowledge pipeline. Your AI processes tickets, incidents, and requests without ever seeing employee names, locations, or personal details.
The Now Assist Privacy Problem
ServiceNow’s Now Assist and AI Agent features process incident descriptions, HR cases, and employee requests that contain names, badge numbers, locations, salary information, and health data. Every AI call sends this PII to the model provider. A DPA doesn’t change the architecture — the model still sees everything.
Now Assist is powerful, but it wasn’t designed with identity separation in mind. You need a layer that intercepts AI calls, strips PII, and ensures the model only sees sanitised content — without changing your ServiceNow workflows.
How It Works
| Step | What Happens | Where |
|---|---|---|
| 1. Field Classification | DSAFieldRouter classifies incident and HR case fields by PII sensitivity — identity, freetext, or passthrough. | x_dsa_privacy |
| 2. Identity Routing | Identity fields route to Sandbox A for processing. Data is ephemeral — purged after each request by default. | Sandbox A |
| 3. Freetext Sanitisation | Freetext fields run through the 3-layer Sanitizer: known-entity matching, NER detection, and optional LLM PII Shield. | Sanitizer |
| 4. AI Processing | Now Assist and AI Agent receive only sanitised text and opaque tokens. The model processes the request without ever seeing who it’s about. | Sandbox B |
What Ships in the Scoped App
DSAFieldRouter
Classifies incident, HR case, and request fields by PII sensitivity. Configurable via system properties — no code changes required.
Request Transformer
Intercepts Now Assist and AI Agent calls before they leave ServiceNow. Routes fields through the DSA pipeline based on classification.
Response Transformer
Re-links sanitised AI responses for the end user. Tokens are resolved back to readable context where authorised.
System Properties
Configuration without code. Field mappings, layer toggles, audit settings, and provider selection — all manageable by ServiceNow admins.