Anyone using GenAI to surface search results like employee/department skills or capability?

[Kristin J]

Hello! New to the possibilities of this, but am thinking from the end-user/employee center perspective.
Could an end-user use the VA to ask "Who takes care of scheduling" or "What department handles lighting?"

Any reply is a good reply, lol. 🙂

[Rahul Priyadars]

Hi Kristin

If Your VA is Now Assist Enabled 

And There is a KB which has Answers to your Above Questions 

Then Your Above Requirement will work OOTB. 

Any Query Needs a DATA SOURCE (here Service Now KB) for Response. In Terms of Service Now when NOW ASSIST is Enabled in VA - All queries are AUGMENTED using RAG where Service Now Knowledge Bases Acts as a Default DATA SOURCE.

You can have a look on this BLOG for detailed Insight- 

https://www.servicenow.com/community/now-assist-articles/under-the-hood-now-assist-in-ai-search/ta-p...

Regards

RP

[Kristin J]

I appreciate your reply. I agree that having KBs on these would work, and that community link was helpful. In addition to KB, I wonder if our company used a skill matrix or something, or had identified business services, whether the VA would be able to access that to determine answers to questions.

[Rahul Priyadars]

If you have Any Data Points Regrading to your Query - Like KB or Data Stored in Some tables , VA Topic Can be designed which can go and do the Look UP for the Response.

Similar Example of Lookup is - Status Check of an Incident or Service Request which can be done Using VA Topic.,

Regards

RP