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. 

[michaelward]

I am experiencing this issue also.  This is client instance, about a month after the Xanadu upgrade.  I have an knowledge article which, upon searching by its exact short description title:

1) Using Search Preview, it shows in the AI Suggested Results as a link

2) It DOES NOT SHOW in the results.

3) The AI Search via EC portal does NOT SHOW suggested results for the same query, and

4) The AI Search via EC portal does NOT SHOW the result at all in the list.

5) If searching by KB number, it does show in the results.

This article and search actually works as expected in a non-prod instance.  

According the information metrics in Search Preview, there are no stop words, no synonyms, no relevant rules kicking in. 

The index shows it in the list upon inspecting the source source, just no results on the portal page. 

Also if using a record producer with the AI Assist widget for Record Producers, it also fails to finding the article based on searching its title as the description in the record producer field.

I feel as though the missing AI Suggested Results on the portal page are to blame.  It thinks it is yielding suggested results, which is where the link to the article SHOULD be (as evidence from using Search Preview), but of course there are no results in the list for this article.  

Strange behavior, and I think it has to do with either suggested result cache or search event blacklisting.

Any resolutions and findings from your issue are appreciated.