How to phrase the questions to get Now Assist Q&A Genius Result?

StellaZhou723
Tera Contributor

‎04-17-2024 02:08 AM

Hi, 

Our company has enabled Now Assit and I'm doing the test for Now Assist Q&A Genius Result. I noticed that when I search with some stop words, it will affect the Genius Results. Is it expected? 

For example, "install adobe acrobat " and "how to install adobe acrobat" will give the different answer in Genius Results. 

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And it also affected by case sensitivity. 

StellaZhou723_2-1713344824409.pngStellaZhou723_3-1713344839972.png

 

I'm wondering if there is any best practice for how to ask questions in order to get right answer in Now Assist Q&A Genius Result? Thanks. 

 

 

 

 

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Brian Bakker
ServiceNow Employee
ServiceNow Employee

‎04-17-2024 02:37 AM

@StellaZhou723 

Now Assist Q&A Genius Results is a two step process. It first does a search and returns all the documents that match the search term. It then uses GenAI to search the returned documents to generate the Answer to the Search term provided. It seems you have similar KBs for the Adobe Acrobat application, and why it may return different answers. I am not sure why case sensitivity should impact the results, so I suggest you raise a case with ServiceNow Support to review this behaviour.