Genius Results
Summarize
Summary of Genius Results
Genius Results is a ServiceNow feature that enhances search experiences by displaying AI-powered answer cards alongside traditional search results. These cards provide direct, highly relevant answers and actions based on the search query, reducing the need for users to browse multiple results. The feature activates through configurable trigger conditions and leverages AI to determine when to display these concise responses.
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Key Features
- Trigger Conditions: Configurations activate based on conditions such as always-on, matching Natural Language Understanding (NLU) model intents, or specific search terms/phrases.
- Answer Types: Genius Result cards can display search-based results (up to three cards) or scripted key-value pairs generated via server-side scripts using ServiceNow AI Platform APIs.
- Evaluation Order: Multiple Genius Result configurations linked to a search profile are evaluated sequentially based on an Order field value, allowing priority control.
- Search Profile Integration: Configurations must be linked to search profiles to be active during searches, with order and limits managed per profile.
- Language Support: Currently supports English queries only.
- Feedback Mechanism: Users can provide thumbs-up or thumbs-down feedback on individual answer cards to help improve accuracy over time.
Important Considerations
- Genius Results only display answers when AI Search has extremely high confidence in the correctness, so answers appear for a small subset of queries.
- NLU-triggered configurations require carefully managed vocabulary sources. Instances with tables exceeding 100,000 records (e.g., User, Department) may experience training failures and non-functioning Genius Results, especially in the People configuration.
- Certain search features like lemma normalization, stop words, synonyms, and typo corrections can affect trigger conditions, especially those based on exact terms.
Practical Use for ServiceNow Customers
By configuring Genius Results, customers can provide users with immediate, actionable answers directly within search results, improving user efficiency and satisfaction. Linking configurations to search profiles and managing evaluation order allows tailored relevance based on business needs. Monitoring and providing feedback on answers will contribute to ongoing improvements in AI response accuracy. Be mindful of data volume constraints when using NLU triggers to ensure reliable operation.
Configure Genius Results to display AI-powered answer cards alongside search results. These cards provide direct answers to user queries, reducing the need to browse multiple search results.
A Genius Result configuration includes a trigger condition and logic for creating answers. The trigger condition determines whether the Genius Result configuration activates for a search query. When activated, the configuration checks for search results with extremely high relevancy. If it finds any, its answer logic populates one or more Genius Result cards with information and actions derived from these results. The Genius Result cards appear alongside normal search results, giving the user immediate access to the most relevant answers and actions.
To use a Genius Result configuration in searches, link it to one or more of your search profiles. For details on this procedure, see Link a Genius Result configuration to a search profile.
Genius Result evaluation order and result limit
A search application configuration's Genius Results Limit field value specifies the maximum number of Genius Result cards the application can display. For more details on search application configuration settings, see Search Application Configuration form.
Genius Result trigger conditions
- Always: The Genius Result configuration activates for all search queries.
NLU: The Genius Result configuration activates when the search query's detected intent matches a specified Natural Language Understanding (NLU) model intent. For more information on NLU models and intents, see Natural Language Understanding.
- Term: The Genius Result configuration activates when the search query consists of a single specified term or phrase.
Genius Result answer types
- Search: When triggered, displays Genius Result cards for results from a search query. The search query must be defined in a server-side script included in the Genius Result configuration. Each search result displays as a separate Genius Result card, to a maximum of three cards. If the search query returns no results, no Genius Result card is displayed.
- Script: When triggered, displays a Genius Result card containing key-value pairs. The object containing these key-value pairs must be defined in a server-side script included in the Genius Result configuration. The script can use methods from any ServiceNow AI Platform® public API to construct this object.
Language support
In the base system, Genius Results only support English search queries.
Table record limit for Genius Result configurations with NLU trigger conditions
If an NLU model includes a table vocabulary source that references a table containing more than 100,000 records, sync fails for the vocabulary source. When sync fails, the model can't be successfully trained, and Genius Result configurations that use the model in their NLU trigger conditions don't operate correctly.
- Catalog Item [sc_cat_item]
- Department [cmn_department]
- Location [cmn_location]
- User [sys_user]
For more information on NLU vocabulary sources, see NLU vocabulary.
Genius Result review feedback
- If the answer answers your question accurately, select the thumbs up icon
. - If the answer answers your question inaccurately, select the thumbs down icon
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Interaction with other search features
The following table describes interactions between Genius Results and other search features.
| Feature | Interaction with Genius Results |
|---|---|
| Lemma and Unicode normalization | Search query terms added by lemma or Unicode normalization can't trigger Genius Result configurations with Term trigger conditions. |
| Stop words | If a search query term that matches a Genius Result configuration's Term trigger is defined as a stop word, AI Search evaluates the trigger before removing that stop word from the search query. |
| Synonyms | Synonym expansion terms can't trigger Genius Result configurations with Term trigger conditions. |
| Typo handling | Auto-corrected search query terms can't trigger Genius Result configurations with Term trigger conditions. |