AI Search for Knowledge in UI16 and Agent Workspace

[OwenB]

Hi,

Last thing I remember hearing was that SN AI search is available for SN Portals, Now Mobile and Virtual Agent only and there was no timeline on when this would be available elsewhere.

Do we have any further info or timelines on if and when it may be available for contextual knowledge search in tickets from UI16 or for Knowledge searches from Agent Assist in Agent Workspace?

If not, I would be in interested in what others are using to provide improved Knowledge search functionalities and AI/ML to enhance Zing or in place of it?

Thanks, 

[Cassie Costley]

We have a customized portal and AI will not work for us. When we asked when it might be available back in August, we were told possibly in the Vancouver release. Employee Center is at the top of their priority list to focus on right now: Employee Center and Employee Center Pro (servicenow.com) which we have yet to explore and are not using. Are others using Employee Center?

[Shamus Mulhall]

From a product perspective the focus is on AI Search in Next Experience global search and configurable workspaces in the Next experience. 

[Prinssi]

@OwenB - Thank you for posting this!

We have had great success with AI Search in our Service Portal, and employees are reporting a greatly improved search experience! 

However, that benefit does not extend to our Service Desk, as they are limited to the Zing search on the Knowledge homepage, and the contextual search functionality within Incidents, HR Case, etc.

Others have asked for the same, and posted in ServiceNow Support's Ideas portal.  Let's show interest in these ideas so the product team knows that this functionality is greatly needed!

IDEA - Enable AI search for knowledge search results displayed in Contextual search feature in UI16 ...

IDEA - Configure the kb_search page so that it can be used with AI search