--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User search analyzer # User search analyzer {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of User search analyzer The User search analyzer dashboard in ServiceNow Zurich release provides administrators with detailed insights into user search queries and AI-powered search results delivered by ServiceNow Otto. This dashboard helps Knowledge admins evaluate and improve the effectiveness of search functionality, enhancing the self-service experience by identifying how well search queries yield relevant Knowledge Base articles and catalog items. Show full answer Show less ## Key Features * **Queries with Genius Results:** Displays the total number of search queries that returned Genius Results, which are AI-enhanced results including Knowledge Base articles and catalog items. A single query may yield multiple Genius Results. * **Genius Result Engagement:** Tracks user interactions with Genius Results, such as follow-up questions, viewing full answers, and clicking citations within the result card. * **Response Time:** Shows the average time taken for Genius Results to load, helping monitor search performance. * **Genius Result to Chat Handoff:** Indicates how often users click the "Ask a follow-up" button within Genius Results to continue the conversation via chat. * **Citation Engagement:** Measures interactions with citations included in Genius Results, providing insight into how users leverage referenced content. * **Feedback Metrics:** Counts positive (thumbs up) and negative (thumbs down) user feedback on Genius Results, enabling assessment of result relevance and satisfaction. * **Content-Specific Genius Results:** Separately tracks the number of Genius Results associated with Knowledge Base articles and catalog items, helping identify which content types are most effective in search responses. * **Top Queries Lists:** Displays the top ten search queries that returned Knowledge Base or catalog item Genius Results, along with their query counts. This helps identify frequent user needs and optimize content accordingly. ## Practical Benefits for ServiceNow Customers * Gain visibility into how effectively AI-powered search (ServiceNow Otto) delivers relevant Knowledge and catalog content. * Understand user engagement patterns with search results to identify opportunities for improving content and search experience. * Monitor performance metrics like response time and feedback to ensure a responsive and satisfactory search experience. * Identify the most common queries and their outcomes to prioritize content updates and enhance self-service capabilities. * Leverage citation and follow-up interaction data to refine knowledge articles and catalog items, increasing search accuracy and user satisfaction. Gain insights into user search queries and AI-powered search results. The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search. Figure 1. User search analyzer dashboard page The indicators on the User search analyzer dashboard page provide the following insights. See [AI Analytics dashboard indicator details](https://www.servicenow.com/docs/2yRPBwm6RA4i9BGyY8eLIw "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") for information on the data and calculations behind each indicator. * Search queries that yielded Knowledge Base articles and catalog items as Genius Result. * Distribution of search queries by the source that they originated from, for example, ServiceNow Otto for Virtual Agent, Service Portal. * List of the most common queries that did or didn't yield genius results. {#user-search-analyser__ul_ln1_nxr_bdc} ## User search analyzer indicators {#user-search-analyser__section_fd3_tdf_l2c} Queries with Genius Results : This area of the dashboard total number of search queries that had a Genius Result returned by ServiceNow Otto. Note: A query can have more than one genius result. Figure 2. Queries with Genius Results indicator Genius Result Engagement : This area of the dashboard shows the number of genius results returned by ServiceNow Otto that covers the interactions like "Ask a follow up" or "Show full answer", and clicking on citations within the result card. Figure 3. Genius Result engagement indicator Genius Result response time : This area of the dashboard shows the average response time taken for a Genius Result to load. Figure 4. Genius Result response time indicator Genius Result to chat handoff : This area of the dashboard shows the number of times users clicked the Ask a follow-up button within the synthesized Genius Result. Figure 5. Genius Result to chat handoff indicator Genius Results citation engagement : This area of the dashboard shows the number of interactions with citations within Genius Result returned by ServiceNow Otto. Figure 6. Genius Results citation engagement indicator Feedback (Thumbs up) : This area of the dashboard shows the count for positive feedback for Genius Result returned by ServiceNow Otto. Figure 7. Feedback (Thumbs up) indicator Feedback (Thumbs down) : This area of the dashboard shows the count for negative feedback for Genius Result returned by ServiceNow Otto. Figure 8. Feedback (Thumbs down) indicator Genius Results with Knowledge Base : This area of the dashboard shows the number of search queries where ServiceNow Otto returned Knowledge Base articles as Genius Result for the users to review. Figure 9. Genius Results with Knowledge Base indicator Genius Results with Catalog Item : This area of the dashboard shows the number of search queries where ServiceNow Otto returned catalog items as Genius Result for the users to review. Figure 10. Genius Results with Catalog Item indicator Top 10 queries with Knowledge Base Genius Result : This area of the dashboard shows the top ten search queries where ServiceNow Otto returned Knowledge Base as Genius Result, with respective query count. Figure 11. Top 10 queries with Knowledge Base Genius Result Top 10 queries with Catalog Item Genius Result : This area of the dashboard shows the top ten search queries where ServiceNow Otto returned catalog items as Genius Result, with respective query count. Figure 12. Top 10 queries with Catalog Item Genius Result indicator