Hey Guys,
So there is a new buzz in Quebec version which is called "AI Search" and guess what - it searches with exact relevancy (contextual search) and faster (with indexing)
So lets get going!!
Background:
So it all started in 2019 when ServiceNow acquired Attivio and it brought a whole new consumer like search experience to the platform.
This rolled out in Quebec version. However the legacy Zing based search is still there and there is choice to wither move to AI Search.
Kick it off - AI Search can be leveraged in Portals, Mobile & VA as well.
Core concept:
So the engine which powers the search is the original cognitive one however the platform enhances it more. This all works on data centers concept (what happens if data center fails - don't worry there is always a backup one!!) and indexes the content from ServiceNow and external data sources.
The relevancy engine is what predicts the relevancy score and displays the search results (higher the score - more on top).
Relevancy scoring also takes into consideration the history of interactions of user with the AI Search (something which we call in our layman's terms : search patterns)
You could also implement "Improvement rules" to display better results.
Enabling AI Search on your PDI's:
As of this moment, when I am writing this blog - AI Search is not enabled by default on the PDI's.
However it can be requested by navigating to AI Search--> AI Search status.
Note: Its activated by default on customer instances.
Recommendations:
Use as much as AI Search Spokes:
AI Search Spoke is available on Store app which connects AI Search product externally too (needs a subscription of IntegrationHub)
Reference links:
Knowledge'21 session for AI Search
Now-Learning: Getting started with AI Search
Now-Learning: Customizing AI Search
Note: This article will be evolving in coming weeks. Stay tuned!!
