Ai Search Restrictions

[Chris Doernbra1]

We are seeing that the search results in the genius results are not always accurate, especially when it comes to our HR information. That certainly could be a result of knowledge article issues. A question has been raised as to whether we can exclude the HR articles from the AI but still allow them to be shown in the normal results. 

For context I have put a square around the genius results and a circle around what I am calling the normal results. See attached. 

It would also be nice if the same could be true for a user that asks a question with the virtual agent. The only thing I know I can do is change the search source and exclude these articles but that excludes the articles in both places. 

[Chris Doernbra1]

@Tricia Cornish thank you for your response and validation of the solution. I do have some follow up questions because this relatively new to me and I want to make sure I understand. 

1. I set up the 2 searches and that seems to work to meet our requirements. I went to the "ESC Portal Default Search Profile " and added a 2nd search profile that excludes the HR KBs from the genius results. When I test in Employee Center I can confirm that the HR KBs do not show up in the genius results but do show up in the list which I think is what is referred to as search. 

2. We are indeed using the enhanced chat and I have noticed the messaging that you pointed out. Are you saying that in addition to step 1 above that I need to go the link you show in NAVA_Search_Profile and update the Now Assist Q&A search source to exclude the HR content as well? Or does the change I made above also apply to the VA?

[Tricia Cornish]

@Chris Doernbra1  - Now that you are using Enhanced chat, all search on your portal is the NAVA Search profile. Instead of having to maintain 2 search elements, we unify the approach and use just 1 search application (which is tied to one search profile). Yes, you will have to make the change to your NAVA Search profile to include the excluded HR content.
Ideally, you don't want to exclude search results from your synthesized response, you may want to look at your AI Search configuration and new tools like knowledge graph can help improve context for your search results. 

[MC McG]

Hi Chris,

I work in HR too, so I completely get the concern about surfacing incorrect HR information to employees—there can definitely be legal and compliance implications.

That said, removing all HR knowledge articles from Genius Results means you're also losing a lot of the value that AI can bring.

In my experience, most of the inaccurate results come down to article design rather than the AI itself. A common example is when a single article covers multiple topics, such as "How to Retire Early or Postpone Retirement." If someone asks about early retirement, the AI might return information about postponing retirement because both topics live in the same article. To us they're clearly different, but the model doesn't always make that distinction.

Ashley Snyder put together some excellent guidance on optimizing articles for Now Assist, and I'd highly recommend sharing it with your knowledge authors: Best practices to use your knowledge articles with... - ServiceNow Community

If you've already excluded HR knowledge from Genius Results, I'd suggest considering a phased approach to bring it back. Start with a specific category that covers high-volume, straightforward questions—payroll or vacation policies, for example. Apply Ashley's recommendations to those articles and then configure the search profile to only include that category of the HR knowledge base.

Once you're comfortable with the quality of the results, expand to additional categories over time. That way you can improve confidence in the output while still benefiting from the AI capabilities you've invested in.