--- sourceDocument: Zurich ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/platform-administration Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # ServiceNow Otto for AI Search # ServiceNow Otto for AI Search {#ariaid-title1} * Release version: Zurich * * Updated November 13, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 ServiceNow Otto for AI Search ServiceNow Otto for AI Search enhances search capabilities across Service Portal, Virtual Agent, Employee Center, and global searches by integrating a large language model (LLM) to deliver actionable, AI-generated or AI-selected answers. It improves response relevance by constraining the context passed to the LLM, ensuring answers are grounded in indexed content. Show full answer Show less ## Key Features * **Genius Result Configurations:** * **Summary Genius Results:** Generate synthesized answers using various content sources such as knowledge articles, service catalog items, Knowledge Graph schema nodes, enhanced chat conversations, and external documents. * **Knowledge Base Articles Genius Results:** Provide actionable answers based on the most relevant knowledge articles. * **External Content Q\&A Genius Results:** Generate answers from documents stored in Microsoft SharePoint Online. * **Now Assist Actions Genius Results:** Select and display relevant Catalog Items and Virtual Agent topics as actionable answers. * **Disambiguation:** If a search query is unclear, the system can ask configurable follow-up questions to clarify user intent before providing answers. * **Answer Cards:** AI-generated answers are presented as actionable cards with direct links to source records or external documents. * **Language Support:** Natively supports English, with additional languages available via Dynamic Translation for enhanced accessibility. * **Domain Support:** Supports domain-separated environments, ensuring AI-generated content respects domain data boundaries without co-mingling or persistence of request data outside the instance. ## Important Considerations * **Availability:** Some AI features and model providers may be restricted or unavailable in certain regions, regulated markets, or specific data center environments. Customers should verify availability for their instance region and compliance requirements. * **AI Limitations:** As an AI-driven application, outputs may not always be accurate or complete. Customers are responsible for testing, validating, and applying human oversight, especially in sensitive areas such as healthcare, finance, or security. Reliance solely on AI-generated outputs for critical decisions is discouraged. * **Data Processing and Privacy:** Data from customer instances is transferred to centralized ServiceNow environments and may involve third-party cloud providers. Handling complies with ServiceNow's policies, with customers able to opt out of data collection to improve AI models. ## Getting Started * Install and activate the ServiceNow Otto for AI Search plugin on your instance. * Configure Genius Results to tailor AI search responses for Service Portal, Virtual Agent, Employee Center, and global search. 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 {#now-assist-ais__section_kg1_hkz_gxb} In Service Portal, Virtual Agent, Employee Center, and global searches, ServiceNow Otto for AI Search includes the following Genius Result configurations: [Summary Genius Results](https://www.servicenow.com/docs/fvyzow6y4zE4DUo47sA7jw "Summary Genius Results use an LLM to generate search and chat responses that synthesize information from knowledge articles, Service Catalog items, and other available content types.") : 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](https://www.servicenow.com/docs/cXr5CgwHjlxaueQ8TpPyRQ "Knowledge base articles Genius Results use the LLM to generate concise, actionable answers from knowledge article results in Service Portal, Virtual Agent, Employee Center, and global searches.") : 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](https://www.servicenow.com/docs/ADzzVAqPSs7YKPXHfEOsXw "External Content Q&A Genius Results display concise, actionable AI-generated answers derived from documents in your Microsoft SharePoint Online instance.") : 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](https://www.servicenow.com/docs/lIxe1UVcGXjfmxbzOWZG5Q "Now Assist Actions Genius Results display actionable answers showing Catalog Items and Virtual Agent topics that match your search query. AI Search matches records based on their similarity to your search's intent and meaning instead of looking for exact term matches.") : 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 {#now-assist-ais__section_vzb_rmc_wyb} |-|-|-| | [InstallActivate the ServiceNow Otto for AI Search plugin on your instance](https://www.servicenow.com/docs/NqNt~7m2V~WKqrne3AWt8A "As an administrator, you can install the ServiceNow Otto for AI Search application (sn_ais_assist) from the AI Admin Hub module.") | [ConfigureConfigure ServiceNow Otto for AI Search Genius Results for use in Service Portal, Virtual Agent, Employee Center, and global search](https://www.servicenow.com/docs/iEGxqaxy_bPEIz9Awn5ykw "As an administrator or search administrator, you can configure settings to control the behavior of .") | [ReferenceView components installed with ServiceNow Otto for AI Search](https://www.servicenow.com/docs/AJDrpkbRiHJESFwVnKWHew "Reference information for the ServiceNow Otto for AI Search application.") | [ ] {#now-assist-ais__table_wzb_rmc_wyb} Important: * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-ais__na-in-country-notice} * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-ais__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-ais__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-ais__ul_j3b_4vd_wcc} ## Language support {#now-assist-ais__section_v4r_hkz_gxb} 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](https://www.servicenow.com/docs/wMBubCLEaP5mYYid954BTw "Dynamic Translation improves the international search experience for knowledge article content. When Dynamic Translation is activated, AI Search can generate Now Assist Q&A Genius Result answers from non-English knowledge articles. Dynamic Translation also enables AI Search to translate Now Assist Q&A Genius Result answers into the search user's language."). ## Domain support {#now-assist-ais__section_lkl_wpk_hhc} 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 AI Admin Hub console](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). (Note that global domain is not the same as global scope. For more information, see [Exploring Next Experience pickers](https://www.servicenow.com/docs/access?context=next-experience-pickers&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US).) ## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-ais__p_kv2_nfg_h1c} ## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-ais__p_lv2_nfg_h1c} ## 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](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).{#now-assist-ais__p_ov2_nfg_h1c} For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).{#now-assist-ais__p_pv2_nfg_h1c}