How can we define how the AI Search results list is shown?

[Johan van den H]

We have been using AI Search for a few years now but we see that the presentation of the search results could be improved.

AI Search finds the correct information and shows the correct knowledge article or catalog item title,
but it shows the knowledge article or catalog item "subtitle" incorrectly as it seems to display random information from the resulting knowledge article or catalog item.

The "subtitle" should ideally display one or two lines describing the content of the knowledge article or catalog item.

In the screenshot above, only the result about the "Teachers' PC" shows a "subtitle" containing sensible information.
The other results show what look to us like random information from the resulting articles.

Can we configure the syntax of the search results somehow to show a specific knowledge article field (perhaps a "description" field) as the content of the "subtitle"?

[Johan van den H]

I have learned that there is an option to map fields in the AI Search index.
https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/ai-search/refe...

The description of the ai_search_teaser_text in the documentation linked above is:
Searchable text of the indexed record, displayed in search results. This field is automatically generated by AI Search from the indexed record's text field value.

Does this mean there is no option to map the field ai_search_teaser_text to a field in our knowledge table?

[Johan van den H · Accepted solution]

I think that AI Search creates the search results by showing the index field ai_search_teaser_title which is generated from the indexed record's title field value and below that shows the index field ai_search_teaser_text which is generated from the first data labelled as text in the Indexed sources - Knowledge Table - Field mappings.

Am I correct?

[Johan van den H]

I asked the ServiceNow support desk this same question and they confirmed that my assumption in the post above are correct.

[Zach3]

Take a look at the module Entity View Action Mapper (EVAM), and tables like sys_ux_composite_data_template_predicate and sys_ux_composite_data_template.