Building a chat interface in ServiceNow using ServiceNow AI (RAG & Vector Search)

[GautamK06956547]

Hello Community,

I am exploring a requirement to create a chat-style interface in ServiceNow.

The scenario is:

• For a given record, a user will upload a document into ServiceNow.

• The AI should respond only from the contents of that document when a user asks a question in natural language.

• If no relevant information is found, the response should be “No result found.”

I was able to achieve this with an OpenAI Assistant API integration, but it was not accepted by the client due to data security concerns.

Since ServiceNow offers AI capabilities with Retrieval Augmented Generation (RAG) and vector search, I would like to know:

• Is it possible to implement this use case using only ServiceNow’s native AI features (without external APIs)?

• Has anyone in the community implemented something similar, or can share their experience?

Any insights or guidance will be very helpful.

Thank you

[M Iftikhar]

Hi Gautam,

I found a very similar discussion where the user had the same requirement building a chat-style interface in ServiceNow using RAG and vector search that answers only from uploaded documents and returns “No result found” if nothing matches.

Here’s the discussion:
https://www.servicenow.com/community/developer-forum/need-guidance-chat-like-interface-in-servicenow...

For official guidance, you can also refer to the AI Search Retrieval Augmented Generation (RAG) documentation:
https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/ai-search/conc...

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.

[Afrith Shariff]

Hi @GautamK06956547 ,

Pase check out the "Document and visual insights AI agent"

Link - https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/document-intel...

We utilized this agent to read the contents from a Screenshot and perform a KB search in the Servicenow tool.

If this helps clarify, please mark it as helpful so others in the community can benefit too 😊

Thanks,

Afrith