Hi @Vinay49,
There are really two levers here, and most builds only pull one of them. The first is the response instructions on the skill or tool itself. If this is built through AI Agent Studio with a knowledge/search retrieval tool pointed at the Knowledge table, open that tool and check two things: the Tell the LLM how to respond (or additional instructions) field, and the Response type setting, which controls the output transformation strategy. "Verbose" is the option that produces the longer, more eloquent answer with extra context baked in, so if that's set, that alone explains a lot of what you're seeing. Switch it to Concise and add an explicit instruction such as "answer only the specific attribute the user asked about, do not include plan features, benefits, or comparisons unless the user asks for them."
The second lever is the article itself, and honestly this is the one people skip. Now Assist is doing retrieval-augmented generation, it pulls the relevant chunk of the article and summarizes what's there, so if your Plan A article has storage capacity sitting in the same section as features, benefits and a comparison table, the model treats all of that as "the answer." A few things worth checking on the content side:
- Is storage capacity written as its own clearly headed, self-contained fact, or is it buried inside a larger "Plan A overview" section?
- Are you using a comparison table to list plan attributes? ServiceNow's own knowledge-authoring guidance for Now Assist flags tables and comparison matrices as a known weak point, LLMs summarize them poorly and tend to over-include, so converting that data to plain descriptive text per plan usually tightens responses noticeably.
- Are features/benefits and hard specs (storage, pricing, limits) in the same article? Splitting spec-only content into its own tightly scoped section, one topic per article as ServiceNow recommends, gives the retriever less to drag along.
In practice I'd fix the instructions first since it's a five minute change, then clean up the Plan A article if it's still over-answering. If you're on the classic Now Assist in Virtual Agent knowledge topic rather than an AI Agent Studio tool, the same "Tell the LLM how to respond" field is available on the topic configuration, so the instruction fix still applies.
References
Thank you,
Vikram Karety
Octigo Solutions INC
My Blog: glideandgen.com
