on - edited on by
Shamus Mulhall
This guide will help you activate AI Search and quickly get started.
This content is updated to reflect every new release.
AI Search Overview
AI Search is the modern search engine of the Now Platform. It helps users find what they’re looking for, wherever they are on the platform.
AI Search searches across sources to provide answers and actionable results that get users where they want to go faster.
Whether looking for data on the platform like Knowledge, Service Catalog, People, or outside of it, AI Search has it covered. Expand your use cases with an intuitive admin experience without compromising security.
Analytics are available for monitoring, and Machine Learning analyzes users’ search behavior to improve relevancy ranking over time.
AI Search is a platform feature integrated into many parts of the platform. It is available as the Global search in the Next experience, in Employee Center and Service Portal, Mobile and Virtual Agent. It is also available in a record producer via AI Search Assist.
Admins can activate and configure the experience on these channels independently.
Before getting started
| Plugins and Entitlement |
The core functionality for AI Search is available in the base system through the AI Search plugin (com.glide.ais). Using AI Search in the Next Experience requires the plugin AI Search For Next Experience. The Advanced AI Search Management Tools plugin is available from the store. |
| Roles | The admin role is needed for plugin installation. Grant users the ais_admin or search_application_admin roles so they can configure and manage settings and content for AI Search and search applications. Use ais_external_content for ingesting external content. Find out more about roles in the docs. |
| Self-Hosted and regulated market |
AI Search for self-hosted customers is available, contact Support for provisioning. AI Search is not yet available in some regulated market datacenters. Please contact Support to determine if AI Search is available for your instance. |
Get started in a few easy steps
For the live-building session, watch this AI academy session:
Step 0: Activate AI Search
This step ensures that the necessary infrastructure is provisioned for AI Search to function. Navigate to AI Search > AI Search Status.
Step 1: Define Searchable Content
Content such as records in tables needs to be defined and indexed to be surfaced to users. In this step, we explain the concept of indexing within AI search and review the default configuration for Knowledge articles and Catalog items. We go through how to index additional tables, indexing settings and security.
Step 2: Configure the Experiences
Now that you defined the sources, the content is indexed. The next step is to make the search available to users and configure how the search interaction looks and behaves for different applications (Portal, Mobile, VA, etc.). Configure Search Sources, Search Profiles and Search Application to make AI Search meet your needs.
Step 3: Drive Action with Genius Results
Genius Results significantly improve the search experience and provide faster resolution. By understanding the intent, answers with strong relevancy are turned into actionable cards. A user can directly act instead of navigating the results. Learn about the OOB Genius Results, create more, and make NLU work for you.
Step 4: Make AI Search Even Better
Tune the search experience and improve the results based on information specific to your organization. You can quickly test how the search behaves with the Search Preview, add vocabulary specific to your organization and create rules to influence the results.
Step 5: Deploy, Monitor and Improve
Once AI Search is configured for your use cases, it is time to deploy the AI Search configuration in prod. After go-live, it is recommended to use analytics to monitor the solution. This will help gain insights into users’ behavior and needs to drive improvements.
Go Further
The AI Search - Implementation Guide on Now Create provides detailed step-by-step instructions to implement AI Search.
Go through the AI Search advanced topics for more details on specific topics such as multilingual search, content relevancy, external content, UI changes and analytics.
Want to learn more? Browse this selection of expert-recommended practices, created by members of the Community!
See all our AI Academy: our live sessions with AI experts, join us live!!
References
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Release notes |
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DocumentationAI Search |
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FAQ |
Check out the AI & Intelligence forum to get the best content about ServiceNow's AI products!
@Loic1 , in this article you state that AI Search "is available as the Global search in the Next experience." I haven't found this documented anywhere else.
The Tokyo docs page for AI Search appears to have some missing information: "The application provides a modern consumer-grade search engine for , , and ."
The YouTube video linked in the article states only that "[AI Search] is available in Service Portal, the Now Mobile app, and Virtual Agent."
Could you tell us what the current status of AI Search is? Is it supported for Global search in the Next UI?
