How do we make the AI search and Virtual Agent Now Assist work better?

[Stacey9]

We're currently looking at switching on the ServiceNow AI search and the Virtual Agent Now Assist and have run into some issues with how it performs with our knowledge and catalogue items. We've since worked out that it doesn't have the capability to read knowledge blocks within our articles which means articles are getting missed or the answer provided is wrong or only has partial information. With the hits for our catalogue items we don't always get the right one back or it returns a catalogue item instead of a knowledge article. AI search and Now Assist don't take into account meta which we've used to improve search in the past.

We found as a work around we've been able to improve search results by changing the headers and including more summaries, particularly where KBBs are used. We were just wondering how other organisations were going with these capabilities and if there's any tips to improve the results?

[Victor Chen · Accepted solution]

Hi, to your point, Knowledge Blocks are not yet supported for Now Assist. This is tentatively targeted in a November patch (Safe harbor applies.) Metatags do apply to search results, however other fields such as short description and content have more weight. For more tips on how to improve your search results, check out this article: https://www.servicenow.com/community/knowledge-managers/kmug-ai-search-and-knowledge-management-best...

[Neel Patel3]

As of Dec 5th with the launch of Washington D.C. Patch 9, Now Assist does take Knowledge Blocks in consideration as well.