Need Guidance: Chat-like Interface in ServiceNow using ServiceNow AI (RAG & Vector Search)

[gautamrajpu]

Hi Community,

I’m working on a requirement where I need to build a chat-like interface in ServiceNow.

The idea is:

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

• The AI model should be trained only on that document’s data.

• If the user asks anything in natural language, the response should come only from that uploaded document.

• If no relevant answer is found, it should simply say “No result found.”

I have already achieved this using OpenAI’s Assistant API integration, but my client rejected it due to data trust/security concerns.

Since ServiceNow also provides AI capabilities with RAG (Retrieval Augmented Generation) and vector search, I wanted to check:

👉 Is it possible to implement this use case using ServiceNow AI features only (without external APIs)?
👉 Has anyone in the community tried something similar or has experience with this setup?

Any guidance, experience sharing, or pointers would be highly appreciated. 🙏

Thanks!

[sizzleMcFace]

Hi, yes, you can do this with ServiceNow’s native AI features. The setup is straightforward: ingest the uploaded document into the vector search store, configure a RAG pipeline to retrieve answers only from that content, and set a fallback so that if no relevant chunk is returned the system replies with “No result found.” This keeps all data within your instance and avoids any external APIs.

For more info, see How do you implement a RAG system?