Dear all,
We want to customize a set of search logic in AI Search for Virtual Agent.
Here are a few scenarios:
1. For different employees, the articles they find have different focuses: for example, IT personnel have a higher probability of finding IT-related articles (higher score)
2. Articles with higher ratings/helpful are easier to be searched: For example, articles with more user ratings of 5 stars/helpful are more likely to have high scores (similar to a recommendation system)
I don't know where they can be configured, thanks for the answers from the experts.
Hi Junyu,
What you need is Result improvement rules. There is a ServiceNow Academy video about it, pretty much explains how it works and how to use it:
AI Academy: Personalize your AI Search experience with tuning
For example you can create a Result improvement rule like this:
and a boost action like this:
This way if the user's department containing IT ServiceDesk, they will be more likely to be presented with articles from Knowledge Bases containing IT.
Boosting KB articles by rating is a bit more tricky. You need a Result improvement rule again. Check the Activate on all queries checkbox if you do not want a condition.
Then create a Boost action for each rating tier you want to boost:
This way for all searches all the 5 star articles will be boosted, all 4 star articles will be boosted a bit less.
I hope it helps,
Richard
