Change response of Virtual agent

MayankGupta77
Tera Contributor

‎09-08-2025 02:04 AM

Hi everyone, 

Recently while working with ServiceNow now assist, I saw that when a person is searching for something, it is giving him/her 3-4 options but same query asked from some other person it is giving him/her only 1-2 options for the same query. 

Is it possible that we change the responses that Now Assist gives?

and if it isn't possible then could you provide me documentation for the same?

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Dr Atul G- LNG
Tera Patron

‎09-08-2025 03:16 AM

Hi @MayankGupta77 

 

I doubt it, as Now Assist / AI works based on user interests and previous interaction history. The more users search and mark results as helpful or not helpful, the more the system learns and matures, eventually providing more accurate and limited results.

It also depends on how and what a user is writing — the same prompt could return different answers depending on how it's phrased and the context.

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Dr. Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer


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miftikhar20
Kilo Patron

‎09-09-2025 02:04 AM

Hi @MayankGupta77 ,

Now Assist responses are dynamically generated based on user context, role, and available data, so the number of options can vary between users. Directly customizing the responses is not supported.

You can find more details in the documentation below:

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.

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