AI Search with GenAI on Service Portal or Employee Center Pro

[Anil Karthik N]

Hi All,

I'm exploring the integration of AI search capabilities using GenAI on our Service Portal or Employee Center Pro in ServiceNow. We aim to leverage GenAI to enhance our search functionality, providing more accurate and contextually relevant results for our users. Has anyone successfully integrated GenAI for search on their Service Portal or Employee Center Pro? What are the key steps and considerations for this integration? Any advice or shared experiences would be greatly appreciated!

Thanks in advance!

[anand-bhosle]

Hi @Anil Karthik N , 

ServiceNow’s AI Search (sometimes branded “Now Assist in AI Search”) layers a GenAI-driven, semantic search engine on top of the platform’s indexing (Zing). Once enabled, portal users see contextually relevant suggestions or “Genius Results” as they type, powered by an LLM behind the scenes. It captures user context (role, location, language) and blends vector-based semantic retrieval with traditional keyword matching

Assuming all relevant plugins are installed already. Follow these high-level steps.

1. You select tables (KB, Incidents, Catalog Items, custom) and fields to index via the AI Search Index records.
2. A wizard that walks you through data-source selection, synonyms, relevance boosting, and compliance settings.
3. A set of portal widgets—AI Search, AI Search Assist, and Now Assist cards—that replace or augment the out-of-the-box search bar and result list.
4. User types a query → AISearch Engine calls the GenAI model → merges LLM response with vector results → renders “Genius” cards or traditional hits.

AI Search in Service Portal

Enable and configure AI Search in Service Portal

Follow above steps & links. Hope that helps you

If I answered your query, please mark it accepted/helpful

Thanks

Anand