AI search in Recommended Actions

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of AI search in Recommended Actions

    AI search in Recommended Actions enables ServiceNow customer service agents to quickly find relevant resources and resolutions for customer issues directly within the workspace. It integrates advanced machine learning and natural language processing to deliver context-aware, highly relevant search results displayed as actionable cards in the Recommended Actions component’s Search tab. Agents can view detailed records or initiate resolution actions from these search cards, streamlining case handling and improving productivity.

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    Key Features

    • Context-aware search: AI search comprehends natural language queries and task context to provide precise results.
    • Genius result cards: The most relevant answers appear as highlighted genius cards at the top of search results, helping agents focus on key information.
    • Search result previews: Results are shown as cards with previews of records, allowing quick review or direct action.
    • Relevancy tuning: Machine learning continuously improves result relevance based on agent selections.
    • Search filtering: Agents can filter results by configured search sources to narrow down findings.
    • Summarization: Genius results can be configured to provide large language model–based summaries tailored to your knowledge base.
    • Search result counts: Displays total and per-source counts of matching results, accounting for security permissions and executed actions.

    Benefits

    • Increases agent efficiency by reducing time to find and apply resolutions.
    • Enhances accuracy with context-aware, machine-learned relevant results.
    • Improves agent experience by enabling direct action from search results.
    • Provides succinct knowledge summaries for faster comprehension.

    Configuration and Usage

    To enable AI search in Recommended Actions, administrators must activate the AI search tab, map AI search results to guidance inputs, and customize the Recommended Actions component. Additional customization includes setting the number of results per page, defining genius results criteria, and configuring search sources.

    Agents access AI search via the contextual side panel in their workspace, enter queries in natural language, review and filter results, and take action directly from the result cards. Executed guidances are tracked in the Activity stream and excluded from future search results but counted in total search metrics.

    Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.

    AI search results and genius results are displayed in the Search tab of the Recommended Actions component in the contextual side panel. Agents can initiate actions from the search cards directly to resolve an issue.

    AI search results and genius result in the search tab within the Recommended Actions component.

    The search results from the configured search sources are displayed in the form of cards. These cards are previews of search records. You can select the card to view the record details or directly take actions through the cards. The most relevant answers are displayed as top results in the form of genius result cards.

    AI search harnesses advanced machine learning algorithms and natural language processing capabilities to comprehend user queries and provides the most relevant search results that can be employed to resolve issues effectively. For more information on:

    AI search features

    • Highlights search query terms that appear in the search results.
    • Displays the most relevant results first with machine learning relevancy. Machine learning automatically tunes and improves the search result relevancy score for each search profile based on the answers agents select.
    • Displays the best answers as genius result cards.

    AI search benefits

    • Maximizes efficiency: Use AI search integration to reduce task resolution time and improve agent productivity.
    • Leverages contextual intelligence: Make the most of context-aware searching to provide accurate and timely responses.
    • Provides summarization: Configure genius results to get large language model-based knowledge summarization to align with your content and information needs.

    Configuring AI search in Recommended Actions

    Steps to configure AI search in Recommended Actions include enabling the AI search tab, mapping the AI search results with guidance inputs, and customizing the Recommended Actions component. Advanced customization options include adjusting the number of results to view on a page, identifying genius results to add to the search profile, and configuring search sources. For more information, see Configuring AI search in Recommended Actions.

    Using AI search in Recommended Actions

    Enable customer service agents to use AI search for faster access to relevant information and take appropriate actions to resolve customer issues. For more information, see Use AI search in Recommended Actions to resolve cases.

    • Accessing AI search: Agents can access the AI search tab in the contextual side panel of the workspace.
    • Finding context-aware results: Agents can enter their search queries in the search bar. AI search uses natural language processing to understand user queries and considers task context to produce relevant results.
    • Showing AI search results: Review AI search results and take actions directly from the search cards.
    • Showing genius results: Agents can view the most relevant results at the top based on criteria defined in the genius results configuration, drawing their attention to the most relevant information first.
    • Narrowing search results: Agents can select a search source from the Search filter field to display results only from that search source and then return to viewing all matching records.
    • Viewing results count: The search tab shows counts of the total number of matching search results. The search filters show the number of matching results for each search source.
      Note:
      Search results displayed and the total search count may vary due to security permissions or if the search result has already been executed. The executed guidances are added to the Activity stream and moved to the Actions history. Executed guidances will be included in the total search count but will not show up in the search results.