Enabling and configuring AI Search in ServiceNow AI Platform applications

  • Release version: Yokohama
  • Updated February 4, 2025
  • 2 minutes to read
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    Summary of Enabling and configuring AI Search in ServiceNow AI Platform applications

    This content explains how to enable and configure AI Search within various ServiceNow AI Platform applications, including Customer Service Management (CSM), Now Mobile, Service Portal, Virtual Agent, and Next Experience. AI Search enhances search capabilities by integrating intelligent search engine functionality across these platforms, improving user experience and efficiency.

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    To implement AI Search, you need to define a search application configuration for each supported application and specify AI Search as the search engine. Some applications also support additional, application-specific configurations.

    Application-Specific Configuration Details

    • Customer Service Management (CSM): Supports AI Search in Customer and Consumer Service Portals. Configuration includes enabling AI Search widgets to allow both authenticated and guest users to access AI Search functionality.
    • Now Mobile: Enables users to submit incidents, manage tasks, and access resources via the mobile app using AI Search. Specific configuration instructions are available for setting AI Search as the mobile search engine.
    • Service Portal: Allows administrators to build mobile-friendly self-service portals with integrated AI Search capabilities, enabling users to leverage AI Search features within the portal environment.
    • Virtual Agent: Uses AI Search to enhance conversational user assistance by helping users quickly find information and complete tasks within messaging interfaces.
    • AI Search for Next Experience: Through the Next Experience ServiceNow Store application, administrators can configure AI Search for Unified Navigation, including global search and workspace-specific searches, improving search consistency and effectiveness across the platform.

    Practical Benefits for ServiceNow Customers

    • Enables a unified, intelligent search experience across multiple ServiceNow AI Platform applications.
    • Improves user satisfaction by providing faster, more relevant search results in portals, mobile apps, virtual agents, and workspace environments.
    • Supports guest and authenticated user access in customer-facing portals, expanding AI Search availability.
    • Enhances productivity by integrating AI-powered search in incident management, self-service portals, and conversational interfaces.

    Configure and use the AI Search engine in the Customer Service Management, Now Mobile, Service Portal, and Virtual Agent applications.

    For each supported ServiceNow AI Platform application that you want to use AI Search in, define a search application configuration and specify AI Search as the search engine. To learn more about search application configurations, see Search application configurations.

    Some applications support additional configuration for AI Search, as described in the following sections.

    Customer Service Management (CSM)

    Customer Service Management enables you to provide service and support for external customers through communication channels such as web, email, chat, telephone, and social media. The CSM application includes Customer and Consumer Service Portals that support AI Search.

    For details on configuring the Customer and Consumer Service Portals to use AI Search, see Configure AI Search for the Customer and Consumer Service Portals. To activate AI Search widgets so that guest users on these portals can use AI Search, see Enabling AI Search in the Customer and Consumer Service Portals for unauthenticated users.

    Now Mobile

    Enable your users to submit incidents and requests, manage tasks, and access company resources from anywhere using the Now Mobile app.

    For details on configuring and using AI Search as the Now Mobile search engine, see AI Search in mobile.

    Service Portal

    Service Portal is a portal framework that enables administrators to build a mobile-friendly self-service experience for users. It interacts with parts of the ServiceNow AI Platform, so users can access specific platform features using Service Portal.

    For details on enabling and using AI Search as the Service Portal search engine, see Enable and configure AI Search in Service Portal.

    Virtual Agent

    Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.

    For information on how Virtual Agent uses AI Search, see Improving the user experience with AI Search.

    AI Search for Next Experience

    The AI Search for Next Experience ServiceNow® Store application enables administrators to configure AI Search as the search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.

    For more information on how you can configure and use AI Search for Next Experience in global search and configurable workspace search, see AI Search for Next Experience.