AI search suggestions not working

[himanshubar]

In my ServiceNow instance, the AI search suggestion feature within the HR Portal is not functioning as expected. Although when I enter the KB article number it is returning the article but for search is not. I have reviewed all relevant documentation and community articles, and the recommended solution was to Index the Knowledge table. I performed the indexing successfully, and it processed all 7200 records. However, the search suggestions still do not work. I would appreciate any insights or additional troubleshooting steps to resolve this issue. 

[Rob Sestito]

Hello @himanshubar - 

My first question would be, when you say, "in your ServiceNow instance". Is this your Personal Development Instance (PDI)? Or company/client instance? I only ask this because SN does not allow our PDIs to have the AI Search function fully operational.

If this is a company/client instance with AI Seach fully enabled; are you able to search a screenshot of what you are seeing when you attempt a search on your portal? Is the Suggested Results not showing in the dropdown at all like so?

When going through the Search Application Configuration, what do you have for your Autocomplete Suggestions tab? Are your "suggested results" connected there?

Please let us know - and also if you could, please share a screenshot on what you are seeing when you perform your search.

Thank you,

-Rob

[himanshubar]

Hi Rob ,

It is in my company/client instance where on MyHR portal AI auto suggestions are not returning when I am searching anything I have done all the steps like Re-Indexing etc. But still it is not working as expected.

Thanks,

Himanshu B.

[Rob Sestito]

Hey Himanshu,

Would you mind sharing with a screenshot(s) as to what is actually showing when you do some of your searches? I would like to get a visual on what is going on to see if the triggers anything in my mind as to what the problem could be.

Thank you!

-Rob

[himanshubar]

Hello Rob,

I have attached the picture here where you can see the article is showing below but whenever I am searching with keywords AI not suggesting any article related with it.

Regards,

Himanshu