AI Search in Service Operation Workspace

[Nidhin Mohan]

Hi All,

Good Day.

Need help in understanding  AI capabilities to explore plugin and API requirements, and enhance the existing Agent Assist feature to leverage AI-driven functionalities.

It will be really helpful if anyone can assist with this query.

Thanks in advance.

BR,

Nidhin Mohan

[Nidhin Mohan]

Hi Gerard,

Good Day. 

Looks like I don't have access to Idea Portal.

BR,

Nidhin Mohan

[Prinssi · Accepted solution]

As of the Washington D.C. release, Agent Assist is not capable of using AI Search.

Please upvote the following idea in the Idea Portal to get ServiceNow to add this feature:
Allow Agent Assist to use AI Search instead of contextual search - Idea Portal (servicenow.com)

[Dominik Simunek]

I was looking into the same topic - how to enable AI Search for the SOW's Agent Assist, and want to provide an update for anybody finding this thread.

It seems it is still not possible in the Zurich release. However, it seems that the Recommended Actions and the incorporated search capability are the solution. Recommendations "bell icon" provides not only recommendations but also a "Search" sub-tab, which can use AI Search. I guess that Agent Assist will never support AI Search, and instead, it will be continuously replaced by Recommendations.