How to configure/obtain Genius result through AI Search in Virtual Agent

[Junyu]

Dear all,

I am interested in AI Search and I configured the "Virtual Agent Default AI Search". 

But when I tried in Virtual Agent, it always shows me regular search results (muti-link results).

So I wonder how to get the Genius result.

[Armine Khurshud]

Hi Sandeep,

We have created standard articles that include the information in the Q&A form, so the Genius Results card finds these answers only if we type in the exact name. I would like to know if we can still use the NLU configuration for Genius results Q&A if we don't have topics. Or is it required to create topics for those Q&A articles?
That would be very helpful to get some insights on the.
Many thanks.

Armine

[Armine Khurshud]

Hi @Community Alums,

Many thanks for sharing this.

I have a question; we have created articles in standard form in a Q&A way, so each article contains many Q&As related to the topic. Currently, the Genius results find the Q&A if we completely textractedthe extract title. Can we use NLU for those Q & A articles to imrove genius results, if we do not have topics for those articles? Is NLU in genius results necessary to develop topics separately for Q&A articles?

That would help us to move forward.

Many thanks.

BR
Armine

[Community Alums]

Hi Junyu,

Please make sure that the Genius result configuration is enabled for the genius result you want to see (by default it is enabled for the Catalog items only). Here you can find out how to activate it:
Activate the People and Q&A default Genius Result configurations (servicenow.com)

It is important that it is linked at the search profile what you are using.

Ai search also must be enabled for this to work.

Now please note, that you do not have any control on what will be considered a genius result. The docs says: "When activated, the configuration checks heuristically for search results with extremely high relevancy. If it finds any, its answer logic populates one or more Genius Result cards with information and actions derived from these results."

Maybe the most reliable way to get a Genius result is to search the name of a Catalog item which do not have a topic. Alternatively you can fiddle around AI Search > Preview > Search Preview. Here you can test your AI search applications and can see if something results a genius result or not.

Richard

[Junyu]

Hi @Richard Kiss,

Thank you for your reply,

I checked and enabled all Genius Results for "ESC Portal Default Search Profile":

Then I went to "Search Preview" to test something:

But still no Genius Result card shown in my virtual agent:

Do you know the reason?

[Junyu]

Hi @Richard Kiss 

Can you give me some suggestions?