AI Search Results not accurate in Incident Record producer

[sondhal]

We have this below requirement to incorporate AI search on Incident Record Producer.

Re-design of incident record producer to integrate AI search and drive greater deflection-
So, when an user enters description of the issue, a response is generated / suggested with KB articles, catalog items by AI to solve the user's issue, if the user does not submit an incident that is measured as a deflection. The knowledge deflected the user from creating an incident.

We have leveraged OOTB AI Search Genius Results widget within this record producer, but lot of issues come with it, such as numbering in the results that appears within the AI search widget is not accurate, results are incomplete, sometimes it does not generate any results. Attached screenshot for reference.

So, can you please help is there any better alternative to this? 

[GlideFather]

Hi @sondhal,

regarding the numbering, if you use the OOTB feature without modifying it, then create a case from Support Portal to get assistance and perhaps it is a bug that ServiceNow is not aware of, so reporting it is the best option.

Regarding the content being generated that is strictly depending on how your KB articles, catalogs and incidents are handled. Because it also searches for the answers in closed incidents clustered as similar ones. 

So the output can be changed by reviewing the overall content and eventually creating some new.

[sondhal]

Thanks for your response.

We have reported a case for this bug, I was looking for if there is any alternative which worked perfectly.

[GlideFather]

Unfortunately no alternative I would know about

Good luck @sondhal and please share the resolution later here for future references