Configure AI search in portal to support multiple languages while searching catalog items

[Peekaboo1]

Issue:

If a user's preferred language is set to English and they search for a catalog item in another language, the search does not return the correct results. We have confirmed that the catalog items are translated and that the translated texts are available.

For example, if my preferred language is set to English but if I search for a catalog item in Deutsch (e.g., "neuen Vorfall erstellen"), I do not receive any relevant results in the portal that direct me to the correct catalog item, even though the item is properly translated in the translation table.

We want that if the user's preferred language is set as English and if they try to search for a catalog item in Deutsch, the portal should display the corresponding catalog item. So, if the user searches for "neuen Vorfall erstellen," the portal should suggest the "create new incident" catalog item.  It should be true vice-versa too (German/ Any other preferred language profile--> English catalog name search).

We do not want to use meta tags of the catalog item to achieve this requirement. We want to achieve the requirement through alternative approaches using AI-enabled Portal Search.

Please let me know if anyone has worked on such requirement/ issue. I would truly appreciate your help.

[arpitasuman]

Hi @Peekaboo1 

Configure AI Search to Support Multilingual Catalog Item Search in Portal

ServiceNow's AI Search (Next Experience Search) is designed to deliver more intelligent search results, but out-of-the-box it primarily works based on the user’s preferred language. For multilingual search (e.g., searching in German while preferred language is English), you need to enhance AI Search configurations.

Here’s a step-by-step solution to achieve multilingual search for catalog items without using meta tags:

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1. Use AI Search with Multilingual Embeddings

ServiceNow AI Search supports Multilingual Embeddings, allowing the search algorithm to understand and relate terms across different languages. This feature ensures that searches like "neuen Vorfall erstellen" return "Create New Incident," even if the user’s preferred language is English.

Steps:

• Navigate to:
  AI Search > Search Applications > Service Catalog

• Open the search application used for the portal (e.g., Service Portal Catalog Search).

• Enable Multilingual Embedding (if available in your version):
  In AI Search Configurations, under Advanced Settings, ensure Multilingual Search is enabled.
  (This is supported in San Diego and later, depending on the plugin activation and the Language Understanding setup.)

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2. Train and Reindex AI Search with All Languages

Ensure the Search Sources for Catalog Items include all language translations.

• Navigate to:
  AI Search > Search Sources

• Open your Catalog Item Search Source (usually sc_cat_item or sc_cat_item_producer).

• In the Fields to Index, include:

  • name

  • short_description

  • translated_texts (if custom translation fields are used)

  • description

• Important: Ensure these fields are Language Indexed by checking the Multilingual Content box in the Search Source settings.

• After configuration, reindex the search source to capture all language variants.

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3. Use NLU Model Integration (Optional but Recommended)

If you're using NLU (Natural Language Understanding), configure it to map multilingual utterances to intents.

Example:

• German: "neuen Vorfall erstellen"

• English: "create new incident"

Both should trigger the same NLU intent and direct users to the same catalog item.

Steps:

• Go to: NLU > Models

• Create or update your NLU model with multilingual utterances.

• Link the NLU action to redirect to the correct catalog item.

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4. Validate Portal Search Experience

After configuration:

• Test the search in multiple languages irrespective of user language preference.

• Try searches in German, English, Spanish, etc., and verify consistent catalog results.

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5. Plugin & Version Check

Ensure the following are active:

• AI Search for Service Portal (com.glide.search.ai.portal)

• AI Search Multilingual Support (Check Store for updates)

• Natural Language Understanding (Optional for intent matching)

[Peekaboo1]

Hi @arpitasuman  ,

How have you enabled Multilingual embedding under Advanced settings in AI Search Configurations?  Can you please share the screenshot? I am not able to find it in my instance (Yokohama Release version)