The ServiceNow® AI Search application provides a modern consumer-grade search engine for the ServiceNow® Service Portal, Employee Center (EC), ServiceNow® Mobile, and ServiceNow® Virtual Agent.

New customers automatically have the ServiceNow® AI Search application configured with their base system for the EC only.

If you are an existing customer, you can configure HR Service Delivery to use the ServiceNow® AI Search application.

For more information, see AI Search.

Configuration
For detailed information on configuring the ServiceNow® AI Search application, see Configuring AI Search.
Use the Search Application Configuration form to associate the AI Search engine with an HR Service Delivery application.
Note: For more information, see Create a search application configuration for AI Search.
In the Search Application Configuration form, you must also choose a Search Profile. The search profile determines the search sources and conditions for people, articles, and services.
The base system provides the following that you can also modify:
  • Mobile: NowMobile Default Search Profile
  • EC: EC Portal Default Search Profile
  • Service Portal: Service Portal Default Search Profile
  • VA: Service Portal Default Search Profile
Note: For mobile, people search is only available to customers that have the EC.
Under the search profile, there are a series of tabs that enhance AI search. The base system provides the following that you can also modify:
  • Search Sources
  • Synonyms
  • Stop Words
  • Typo Handling
  • Genius Results
  • Result Improvement Rules
Note: For more information, see Defining search profiles.
Integration
For detailed information on integrating AI Search with HR Service Delivery, see Integrating AI Search into your application.
Administration
Learn how the AI Search features and behavior affect indexing and search. For more information, see Administering AI Search.
Using
See how AI Search displays results, how to use refinement filter options, and Genius Result answers. For more information, see Using AI Search.
ServiceNow® Mobile
Configure AI Search for the ServiceNow® Mobile. For more information, see Advanced text search in mobile.
Service Portal or Employee Center
Configure AI Search for the Service Portal or Employee Center (EC) so your users can take advantage of this powerful search tool. For more information, see AI Search in Service Portal.
Virtual Agent
Virtual Agent uses AI Search to return search results in bot conversations when there are no relevant topics to display. For more information, see Virtual Agent integration with AI Search.