Now Assist AI Search - Multi-Content Response

[Ben Draeger]

Hi all, 

Has anyone had any luck limiting or removing results based around user info for the Employee Centre Multi-Content Response Genius Results? 

Reference: https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/co...

We have the Now Assist VA switched on and both are using the same search application and sources (and no people/user related sources linked).

We've been able to restrict the data in the Now Assist Virtual Agent, by updating some of the relating EVAM definitions, but the results from the EC homepage search seem to display regardless of the config. 

This appears if a name is entered into the homepage search, ideally, we want to remove this output or at least limit it to only a couple of fields (also removing citations). The reason is we have separate directory platform we want to push users to and also there is a list of users that shouldn't appear in the results. 

- I've tried result improvement rules, but they don't seem to do anything for the Multi-Content Response Genius Results

- Also tried modifying the EVAM definitions specifically the 'People' related view config, to try and limit the fields output. 

- Tried also using different search applications 

- Had a look into Now Assist Guardian/Sensitive Topics, but these seen quite limited in what can be configured and for specific use cases. 

[Brian Bakker · Accepted solution]

@Ben Draeger 

I believe the user Genius Results in MCR is because KG has been enabled for sys_user. Here are the steps to disable this content. I am sorry you had to edit other AIS config to restrict this data, when all it required was to set a system property as follows -

• To disable the knowledge graph for sys_user records and prevent personally identifiable information from being returned in Now Assist or Virtual Agent searches, you should:
  • Create the system property sn_ais_assist.enable_knowledge_graph_nlq and set its value to false. This will deactivate the Knowledge Graph for the Virtual Agent and prevent sys_user records from being included in search results 1.
  • Additionally, set the system property sn_ais_assist.disable_knowledge_graph_nlq_on_portal to true if you want to disable the Knowledge Graph NLQ only on the service portal. Setting sn_ais_assist.enable_knowledge_graph_nlq to false will disable KG NLQ globally, affecting both the service portal and Virtual Agent 2.
• These changes will help ensure that sys_user records are excluded from search results, protecting personally identifiable information in your instance.

1. Virtual Agent - Now Assist - LLM based VA Returns Sys_User Records in Response

2. Exclude User Table from Now Assist Search

[Ben Draeger]

Thanks Brian, 

Those properties are extremely helpful!

I'm not able to access this article Exclude User Table from Now Assist Search (permissions error even after logging in) but adding and enabling 'sn_ais_assist.enable_knowledge_graph_nlq' has done the trick after rolling back the changes I made to the EVAM definitions. 

[Brian Bakker]

@Ben Draeger 

My apologies for linking an internal KB article only visible to ServiceNow employees. I am not sure why it is internal, so I updated it and now published KB2523706 as a public article. Pleased you managed to resolve this issue by implementing these system properties.