ITSM Now Assist - Implement Now Assist for AI Search (Conversational QA)

[chaitanyape]

Short Description: ITSM Now Assist - Implement Now Assist for AI Search (Conversational QA)

Description: 

Background (The "Why") Traditional AI Search returns a list of links that users must click through to find an answer. By implementing Now Assist for AI Search, the search functionality in Employee Center moves to a "Genius Results" model. It uses Generative AI to read the top search results and synthesize a direct, conversational answer (Q&A style). This "Gold Standard" approach significantly increases self-service deflection by providing immediate solutions without requiring the user to leave the chat or open multiple tabs.

Story Description As a user, I want the Employee Center search to provide a direct answer to my question based on knowledge articles, So that I don't have to open and read through multiple documents to find the information I need.

OOB Check: This requires AI Search to be active.

Acceptance Criteria: 
Scenario: Generative search response
Given a user asks a natural language question (e.g., "How do I connect to the VPN on a Mac?")
When AI Search finds relevant Knowledge Base articles
Then Now Assist should generate a concise, multi-step answer directly in the chat window.
And provide citations (links) to the source articles used to generate the answer for verification

[Vamsi_Krishna07]

Hello @chaitanyape,

Do you need any help to setup the Genius results?

[Tanushree Maiti]

Hi @chaitanyape 

If it is your Article, tag it properly.

If you need help, please mention the specific area where you're stuck. Also, share what you've already tried so others can better understand the issue and assist you effectively.