AI Search not working

[Eswar13]

Hi Community

I have upgraded my instance from Rome to San Diego recently and had configured AI Search for the portal.

But it isn't working on the portal.

Can anyone help me on this?

Thanks in advance

[Lener Pacania1]

I assume by portal, you mean Service Portal.  If not swap "Service Portal" for your portal.

When you go into > AI Search > Preview > Search Preview and select the default Service Portal profile does it work when you enter a search query? (if you don't see this install the AIS advanced tools from the ServiceNow store).

Also did you enable AI Search for your portal under > AI Search > Search Application Configuration? (see below).

AIS can be used on portals derived from the out of the box portal templates. Custom portals not using the templates are not supported.

-Lener

[Eswar13]

Hi Lener

Thank you for the reply,

I am using Service portal,

In search preview, I am able to get the AI Search for the default Service portal profile and also I have enabled AI Search for the Service Portal Default Search Application.

Still I am facing the same issue.

[Lener Pacania1]

Hi Kousik,

A couple other things to check, make sure you train and published the AIS NLU model and sync'd the Genius Results synonyms.  Then make sure you publish your Service Portal profile. 

After you do that what does the search look between AIS Preview and search on your ServicePortal?  Do they look completely different, does it look like SP is still using Zing? -Lener

[Eswar13]

Hi Lener,

They look completely different, it is like still service portal is using Zing search.