ServiceNow Otto for AI Search
Summarize
Summary of ServiceNow Otto for AI Search
ServiceNow Otto for AI Search enhances search capabilities within ServiceNow platforms such as Service Portal, Virtual Agent, Employee Center, and global search by integrating a large language model (LLM). This integration provides actionable AI-generated or AI-selected answers that are grounded in indexed content, improving search relevancy and user experience.
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Key Features
- Genius Result Configurations:
- Summary Genius Results: Generate synthesized, actionable answers from multiple content sources including knowledge articles, Service Catalog items, Knowledge Graph nodes, chat searches, and external documents.
- Knowledge Base Articles Genius Results: Deliver actionable answers derived specifically from the most relevant knowledge articles.
- External Content Q&A Genius Results: Generate Q&A style answers from Microsoft SharePoint Online documents.
- Now Assist Actions Genius Results: Use Now LLM Service to select and display relevant Catalog Items and Virtual Agent topics as answers.
- Follow-up Questions: Configurable disambiguation feature asks clarifying questions for broad or unclear searches to improve answer accuracy.
- Answer Cards: AI-generated answers include actionable cards with direct links to source records or external documents.
- Language Support: Native support for English; additional languages available via Dynamic Translation.
- Domain Separation: Supports domain-separated environments ensuring AI-generated content is restricted to user domain data without co-mingling.
Practical Considerations for Customers
- Installation and Configuration: Requires activation of the ServiceNow Otto for AI Search plugin and configuration of Genius Results for relevant search interfaces.
- Model and Feature Availability: Some AI models and features may be restricted based on customer data center regions, regulatory environments, or in-country SKUs; customers should verify availability for their environment.
- AI Limitations and Responsible Use: AI-generated results may not always be accurate or complete. Customers must validate outputs, maintain human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare or finance.
- Data Processing and Privacy: Search data is transferred to centralized ServiceNow environments and possibly third-party cloud providers, handled according to ServiceNow policies. Customers can opt out of data collection used to improve AI models.
What to Expect
By implementing ServiceNow Otto for AI Search, customers can expect more relevant and actionable search results powered by advanced AI capabilities. The solution enhances user productivity by synthesizing information across multiple content sources and providing clear, link-backed answers. However, customers should plan for necessary configurations, understand regional and regulatory restrictions, and maintain oversight of AI-generated content to ensure safe and effective use within their organizations.
The ServiceNow Otto for AI Search application combines the power of search with a large language model (LLM) to provide actionable AI-generated or AI-selected answers in user searches. By constraining the context passed to the LLM, ServiceNow Otto for AI Search can increase the likelihood that LLM responses are grounded in indexed content.
ServiceNow Otto for AI Searchoverview
- Summary Genius Results
- Summary Genius Results use your chosen LLM to generate actionable 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.
- Knowledge base articles Genius Results
- Knowledge base articles Genius Results use the LLM to generate actionable 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
- 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, ServiceNow Otto for 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 .
AI 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
ServiceNow Otto for 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.