Auto-complete suggestion types included with Now Assist in AI Search
Summarize
Summary of Auto-complete suggestion types included with Now Assist in AI Search
Now Assist in AI Search offers an auto-complete suggestion type designed to enhance user interaction by displaying Virtual Agent conversational prompts as search suggestions. These prompts are based on previous user searches that generated synthesized Genius Result responses. Selecting a prompt initiates a Virtual Agent conversation within an enhanced chat interface, improving user engagement and support efficiency.
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Key Features
- Suggested Query Reader Group: Provides Virtual Agent conversational prompts tied to prior user queries and their effective Genius Result responses.
- Scoring Mechanism: Conversational prompt suggestions are scored based on user interactions and ratings, ensuring more relevant suggestions appear first.
- Data Management: User queries from Virtual Agent conversations are stored in the
Utterance Suggestions [syssuggestedutterance]table. This table is automatically pruned by removing prompts unused for 180 days or linked to deleted/deactivated records. - Exclusion Rules: New suggestions matching any entry in the
Search Suggestion Exclusion List [syssearchsuggestionblacklist]are disabled, and existing suggestions matching new rules are also disabled to maintain suggestion quality and relevance. - Domain Restrictions: Conversational prompt suggestions are returned only from the search user's domain, with global domain users able to see global suggestions.
- Configuration Defaults: The suggestion reader group is not linked by default to new search application configurations but is linked automatically when enhanced chat is enabled in a search portal.
- Availability: Conversational prompt suggestions appear by default in search portals. To enable them in global or workspace search, the Now Assist panel enhanced chat must be activated.
Practical Implications for ServiceNow Customers
This feature enables customers to provide a more interactive and guided search experience by integrating Virtual Agent prompts directly into search auto-complete suggestions. It helps users discover relevant conversational paths quickly, improving self-service efficiency and reducing time to resolution. Proper configuration and maintenance of suggestion reader groups and exclusion lists ensure that suggestions remain relevant and actionable for end users.
Now Assist in AI Search includes an auto-complete suggestion type that displays suggested Now Assist in Virtual Agent conversational prompts.
To learn more about how this auto-complete suggestion type appears to search and chat users, see Enhanced chat. For details on configuring and using auto-complete suggestion types in your search application configurations, see Auto-complete suggestions in AI Search applications.
| Auto-complete suggestion type | Description |
|---|---|
| Now Assist Suggested Query Reader Group for <application name> | Displays Virtual Agent conversational prompts based on previous user searches (utterances) that produced synthesized Genius Result responses. Selecting a suggested prompt opens a Virtual Agent conversation within the enhanced chat window or full-page experience.
Now Assist in AI Search scores conversational prompt suggestions based on how search users have interacted with and rated their synthesized Genius Result responses. Suggestions with higher scores are preferentially displayed when searching. User queries from Virtual Agent conversations are stored as suggestions in the Utterance Suggestions [sys_suggested_utterance] table. The system prunes this table and automatically removes conversational prompt suggestions
that meet any of these conditions:
New conversational prompt suggestions are disabled if they match any exclusion rule entry from the Search Suggestion Exclusion List [sys_search_suggestion_blacklist] table. When a new exclusion rule is added to the Search Suggestion Exclusion List table, existing conversational prompt suggestions that match it are disabled. For details on the Search Suggestion Exclusion List table, see Prevent the creation of suggestions in special cases. Conversational prompt suggestions are only returned from the search user's domain. Only search users with the global domain can see utterance suggestions from the global domain. When you create a new search application configuration, this suggestion reader group isn't linked to it by default. If you enable enhanced chat in a search portal, this suggestion reader group is linked to the search application configuration record that's shared between the portal and Virtual Agent. Conversational prompt suggestions are displayed in search portals by default. To make conversational prompt suggestions available in global and workspace search, you must enable Now Assist panel enhanced chat. For details on this procedure, see Activate Now Assist panel enhanced chat. Default section header: Ask Now Assist Readers: Now Assist Suggested Utterance Reader Note:
This suggestion reader group is only supported in search application configurations for applications that support the enhanced chat experience, such as the Now Assist in VA search application configuration. |