Now Assist Q&A Genius Results

  • Release version: Zurich
  • Updated October 3, 2025
  • 4 minutes to read
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    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 Now Assist Q&A Genius Results

    Now Assist Q&A Genius Results leverage the Now LLM Service to generate concise, actionable answer snippets from knowledge articles within Service Portal, Virtual Agent, Employee Center, and global search experiences. This feature uses semantic vector and keyword-based search methods to identify the most relevant articles and produces up to three answer snippets per result card with links to the source articles for reference.

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    Note that as of the Now Assist in AI Search 11 release, this feature is in maintenance mode and will not receive updates or support. Customers are encouraged to consider the enhanced Now Assist Multi-Content Response Genius Results for improved functionality.

    Key Features

    • Answer Generation: The Now LLM Service automatically summarizes and abstracts knowledge article content from HTML fields to create answer snippets. These snippets may differ in wording from the source articles and the results can vary over time due to the non-deterministic nature of the service.
    • Search Integration: Combines semantic vector search with legacy keyword search to improve relevance; supports stop word removal only in keyword searches and expands synonyms accordingly.
    • Result Improvement Rules: Applies block, boost, and promote rules to influence which knowledge articles are included in answer generation, with blocked records excluded and boosted/promoted records favored.
    • Multi-language Support: Primarily supports English by default but can enable other languages through Dynamic Translation, which also translates answers into the user’s language for an enhanced international search experience.
    • Performance Optimization: Utilizes query-time caching to reduce calls to the Now LLM Service, improving search response times by reusing previously generated answers.

    Enabling and Configuration

    • Enable the feature in AI Search portals and mobile apps via the Now Assist in AI Search Setup module or for global search through the AI Search for Next Experience application.
    • Search administrators can set query filters using Java regular expressions to control which searches trigger Q&A Genius Results and define minimum search term counts to optimize answer relevance.
    • Dynamic Translation can be activated to extend language support and translate answers dynamically.

    Limitations and Considerations

    • Default support is English only; enabling additional languages requires Dynamic Translation.
    • Knowledge search property settings do not affect Q&A Genius Results.
    • External content connectors’ results are excluded from answer generation if the relevant plugin is installed.
    • Answer snippet content cannot be customized or configured by administrators.
    • Answer variability is higher compared to the base Q&A Genius Results due to the AI-generated summarizations.

    Practical Benefits for ServiceNow Customers

    This feature enhances search interactions by providing users with clear, concise, and contextually relevant answers directly from knowledge articles, reducing time to information and improving self-service success. Although in maintenance mode, it remains available for existing implementations, with guidance to transition to newer multi-content response capabilities for future improvements.

    Now Assist Q&A Genius Results use the Now LLM Service to generate concise, actionable answers from knowledge article results in Service Portal, Virtual Agent, Employee Center, and global searches.

    Important:
    Starting with the Now Assist in AI Search 11 release, the Now Assist Q&A Genius Results feature is in maintenance mode. This feature will remain available but will not be updated or supported. Similar and improved functionality is available in the newer Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see Now Assist Multi-Content Response Genius Results.

    Now Assist Q&A Genius Results overview

    Now Assist Q&A Genius Results send the most relevant knowledge articles from your search to the Now LLM Service, which generates answer snippets from the articles' HTML fields.

    Each Now Assist Q&A Genius Result answer card displays up to three generated answer snippets. For reference, the answer card also includes a link you can select to view the source knowledge articles.

    Now Assist Q&A Genius Results use semantic vector search and legacy keyword search to find knowledge articles that best match the meaning and intent of your search query. For more details on semantic vector search, see Semantic vector search in AI Search.

    The Now Assist Q&A Genius Result configuration replaces the original Q&A Genius Result configuration from the base system. The base system's Q&A Genius Result configuration extracts answers from knowledge articles using internal routines instead of using the Now LLM Service. To learn more about the base system's Q&A Genius Result configuration, see Q&A Genius Results.

    Enabling Now Assist Q&A Genius Results

    You can enable Now Assist Q&A Genius Results in your AI Search portals and mobile applications using the Now Assist in AI Search Setup module. For details on this procedure, see Enable Now Assist Genius Results in AI Search portals and mobile applications.

    To use Now Assist Q&A Genius Results in global search, you can enable the Now Assist Q&A Genius Result configuration in the AI Search for Next Experience application. For details on this procedure, see Enabling Now Assist Q&A Genius Results.
    Note:
    When you activate Now Assist Q&A Genius Results in a search application, they're available to all users who search using that application.

    Limitations

    By default, Now Assist Q&A Genius Results only support English-language searches. Administrators can enable support for other languages by activating Dynamic Translation. To learn more about how content and answers are translated, see Dynamic Translation for Now Assist Q&A Genius Results. For more details on Dynamic Translation, see Dynamic Translation.

    Knowledge articles that are boosted or promoted by result improvement rules are more likely to appear as Now Assist Q&A Genius Results, but aren't guaranteed to appear.
    Note:
    The Knowledge search property settings don't affect Now Assist Q&A Genius Results. For more information on these settings, see Knowledge search properties.

    If you have the External Content Connectors ServiceNow® Store application installed, Now Assist Q&A Genius Results exclude search results retrieved from external content source systems when generating answers.

    Answer snippet creation for Now Assist Q&A Genius Results

    AI Search uses the Now LLM Service to create each Now Assist Q&A answer snippet from a knowledge article record's HTML fields. Each Now Assist Q&A answer card can include up to three snippets. These snippets may all be generated from the same source article or from different source articles.

    Now LLM Service automatically determines which elements of a knowledge article's text to include in a Now Assist Q&A answer snippet. You can't configure the criteria for this behavior.

    The Now LLM Service summarizes and abstracts content from the knowledge articles' text fields. Answer snippets displayed on Now Assist Q&A Genius Result answer cards may not exist word for word in the source records.

    Both AI Search content retrieval and the Now LLM Service are continually improving, so Now Assist Q&A results for specific queries may vary over time. Because results from the Now LLM Service are non-deterministic, you should expect a higher answer variability compared to the base system's Q&A Genius Results.

    Interaction with other search features

    The following table describes the interactions between Now Assist Q&A Genius Results and other search features.

    Feature Interaction with Now Assist Q&A Genius Results
    Result improvement rules When computing Now Assist Q&A Genius Result answers for a search query, AI Search applies result improvement rules normally.
    The effects depend on the result improvement rule's action, as follows:
    • block: Now Assist Q&A Genius Results don't generate answers from blocked records.
    • boost or promote: Boosted and promoted records are more likely to be used when generating Now Assist Q&A Genius Result answers.
    Stop words Now Assist Q&A Genius Results use a blend of semantic vector search, which doesn't support stop words, and keyword-based search. AI Search only removes stop words from keyword-based searches, so Now Assist Q&A Genius Result answers may not reflect your stop words settings.
    Synonyms Now Assist Q&A Genius Results use a blend of semantic vector search, which doesn't support synonyms, and keyword-based search. AI Search expands synonyms in keyword-based searches, so your synonyms are likely to improve the relevancy of Now Assist Q&A Genius Result answers.
    Typo handling When computing Now Assist Q&A Genius Result answers for a search query, AI Search corrects misspelled terms in the query.