Now Assist in AI Search
Summarize
Summary of Now Assist in AI Search
Now Assist in AI Search is a ServiceNow Store application that enhances search capabilities by combining traditional search with a Large Language Model (LLM). It delivers actionable AI-generated or AI-selected answers across Service Portal, Virtual Agent, Employee Center, and global searches. By constraining context passed to the LLM, it ensures responses are grounded in indexed content, improving answer relevance and accuracy.
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Key Features
- Multi-Content Response Genius Results: Generate synthesized answers from diverse sources like knowledge articles, service catalog items, Knowledge Graph schema nodes, chat conversations, and external documents.
- Q&A Genius Results: Use the Now LLM Service to produce actionable answers primarily from the most relevant knowledge articles.
- External Content Q&A Genius Results: Generate answers from Microsoft SharePoint Online documents integrated with your instance.
- Actions Genius Results: Select and display relevant Catalog Items and Virtual Agent topics as answers using the Now LLM Service.
- Disambiguation: Configurable follow-up questions help clarify broad or unclear searches, improving answer precision.
- Actionable Answer Cards: Each AI-generated answer includes links to source records or external documents, enabling users to act directly from search results.
Implementation and Configuration
To get started, customers must install and activate the Now Assist in AI Search plugin and configure Genius Results for use across supported search interfaces (Service Portal, Virtual Agent, Employee Center, and global search). Configuration details include setting up disambiguation to improve user query clarity.
Language and Domain Support
- Native support is available for English searches, content, and answers, with additional languages supported via Dynamic Translation.
- In domain-separated environments, AI accesses only the data within a user’s domain, ensuring data isolation and no co-mingling of information across domains.
Limitations and Compliance
As with all AI and machine learning technologies, Now Assist in AI Search may not always provide accurate or complete information. Customers should implement human oversight, thoroughly test outputs, and avoid relying solely on AI-generated answers for critical decisions, especially in sensitive fields like healthcare, finance, or legal. Usage must comply with ServiceNow’s AI Acceptable Use Policy.
Data Processing and Collection
- Data from customer instances is transferred securely to centralized ServiceNow environments and possibly third-party cloud providers (e.g., Microsoft Azure) in line with ServiceNow’s internal policies.
- ServiceNow collects inputs, outputs, and edits from the application to improve AI models and products. Customers can opt out of data collection at any time.
What Customers Can Expect
By deploying Now Assist in AI Search, ServiceNow customers gain enhanced search experiences with AI-powered, contextually relevant answers that improve efficiency and user satisfaction. Actionable cards with direct links streamline workflows, while configurable features like disambiguation help tailor search results to user needs. Customers should remain aware of AI limitations and ensure compliance with data policies for a secure and effective implementation.
The Now Assist in AI Search ServiceNow® Store application combines the power of search with a Large Language Model (LLM) to provide actionable AI-generated or AI-selected answers in user searches. Constraining the context passed to the LLM increases the likelihood that LLM responses are grounded in indexed content.
Now Assist in AI Search overview
- Now Assist Multi-Content Response Genius Results
- Now Assist Multi-Content Response Genius Results use your chosen LLM to generate Q&A Genius Result answers synthesized from a variety of content sources. Answers can include content from knowledge articles, Service Catalog items, Knowledge Graph schema nodes, enhanced chat searches and conversations, and external content documents and attachments.
- Now Assist Q&A Genius Results
- Now Assist Q&A Genius Results use the Now LLM Service to generate actionable Q&A Genius Result answers from the most relevant knowledge article results.
- External Content Q&A Genius Results
- External Content Q&A Genius Results generate actionable Q&A Genius Result answers from documents in your Microsoft SharePoint Online instance.
- Now Assist Actions Genius Results
- Now Assist Actions Genius Results use the Now LLM Service to select, filter, and display the most relevant Catalog Item and Virtual Agent topic results as answers.
If a search is broad or unclear, Now Assist in AI Search may ask follow-up questions before answering. This disambiguation step helps clarify what the user is looking for and is configurable. For configuration details, see Configure disambiguation.
Now Assist Genius Result answers enhance search results with actionable answer cards. Each answer card includes links to its source records or external documents.
Get started
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- Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Language support
Now Assist in AI Search natively supports searches, content, and answers in English. Additional languages are supported through Dynamic Translation. For details on translation functionality and supported languages, see Dynamic Translation for Now Assist Q&A Genius Results.
Domain support
By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.