Summary Genius Results

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 overview

Summary Genius Results is a Now Assist skill in the Platform workflow. It's included in the Conversational experience skill group.

You can use this skill in portal search and in global/workspace search in place of the legacy Knowledge base articles Genius Results and Actions Genius Results configurations. It improves on those legacy Genius Result configurations in multiple ways:

Broader source information

Summary Genius Results use an improved LLM pipeline to display synthesized responses that can include information drawn from knowledge articles, Service Catalog items, Knowledge Graph schema node content, enhanced chat conversation and search results, and external content documents and attachments. Answers include citations to help users view the search results cited in the synthesized response.

By comparison, Knowledge base articles Genius Results can only display answers generated from knowledge articles using a legacy LLM pipeline, while Actions Genius Results can only display Catalog Items and Virtual Agent topics as answers.

More extensive and authoritative answers

A Summary Genius Result synthesized response can combine information from different search results to answer multiple aspects of a user's question.

By comparison, each Knowledge base articles Genius Result answer can only include information generated from a single knowledge article, and each Actions Genius Result can only include a single Catalog Item or Virtual Agent topic.

Support for follow-up questions

Users can ask follow-up questions directly from Summary Genius Result answers.

Content types included in synthesized responses

When a Summary Genius Result answer card appears in your conversation or search results, it displays a sentence or paragraph generated by the LLM. As part of this sentence or paragraph, the card displays citations for the content elements that were used to synthesize the response.

Figure 1. Sample answer card for search query: "who is Abel Tuter and what are their assets"

Figure 2. Sample answer card for search query: "order a new laptop"

Figure 3. Sample answer card for search query: "what are phishing scams"

Citations for synthesized responses may include any or all of these content types:

Content type	Description
Knowledge articles	ServiceNow AI Platform® records indexed from the Knowledge [kb_knowledge] table.
Service Catalog items	ServiceNow AI Platform records indexed from the Catalog Item [sc_cat_item] table.
Content types from Knowledge Graph
Records from tables configured as Knowledge Graph schema nodes	ServiceNow AI Platform records from tables configured as Knowledge Graph schema nodes. Note: Content from Knowledge Graph schema nodes is only available in synthesized responses if you've installed the Knowledge Graph ServiceNow® Store application. To learn about installing this application and configuring nodes in Knowledge Graph schemas, see Knowledge Graph.
Content types from enhanced chat experiences in Now Assist in Virtual Agent
Enhanced chat results	Results from enhanced chat conversations and searches, such as Virtual Agent topics. Note: Enhanced chat results are only available in synthesized responses when Summary Genius Result answers are generated in a Now Assist in Virtual Agent experience. To learn more about how these results appear in enhanced chat conversations and searches, see Enhanced chat. For more details on Now Assist in Virtual Agent, see ServiceNow Otto for Virtual Agent.
Content types from External Content Connectors
External content documents and attachments	Documents and attachments retrieved from external source systems such as Atlassian Confluence Cloud or Microsoft SharePoint Online. Note: Documents and attachments from external source systems are only available in synthesized responses if you've installed the External Content Connectors ServiceNow Store application and then indexed them from your source systems using the appropriate external content connectors. For more details on installing, configuring, and using this application, see External Content Connectors.

Citations

Selecting a citation from a Summary Genius Result answer typically displays a link to the source content so you can verify the synthesized response.

In global and workspace search, when a Virtual Agent topic is cited as a source for a Summary Genius Result answer, its citation displays a chat icon followed by the topic name. Selecting this topic citation opens the selected topic in the ServiceNow Otto panel, allowing the user to continue their conversation on that topic.

Note:

To open topic citations in the ServiceNow Otto panel from global or workspace search, the following requirements must be met:

• The panel must be activated.
• A search source derived from the Skill (topics) indexed source must be linked to the search profile used for global search or the workspace search.

If these requirements are not met, topic citations from global or workspace search display a link to the source content, just as occurs for other citations.

Asking follow-up questions

In portal search, workspace search, and Now Assist in Virtual Agent enhanced chat, Summary Genius Result answer cards display an Ask a follow-up link after the synthesized response.

Selecting this link opens the ServiceNow Otto panel so you can ask follow-up questions in the context of the Genius Result answer.

To learn about using the panel conversational interface, see ServiceNow Otto panel.

Activating Summary Genius Results

When you use Guided Setup to activate the ServiceNow Otto panel, Summary Genius Results are automatically activated for search profiles that satisfy these conditions:

• The search profile is linked to a search application configuration record for global search or for a workspace that uses AI Search.
• The search profile includes one or more search sources containing indexed records from the Catalog Item Table or Knowledge Table indexed sources.

Users with the ais_admin role can add Summary Genius Results to search profiles and then link those search profiles to AI Search portals in the AI Search Admin console. For details on configuring search application settings in the AI Search Admin console, see Configure and manage AI Search in search applications.

Note:

When you activate Summary Genius Results in a search application, they're available to all users who search using that application.

For details on activating Summary Genius Results in global and workspace search, see Configure and manage AI Search in search applications

Note:

When you activate Summary Genius Results in the search profiles for global or workspace search, they override all other Genius Result configurations activated for those search profiles. This means that global and workspace searches ignore other Genius Result answers and only display Summary Genius Result answers.

.

Large language model (LLM) providers

By default, Summary Genius Results use the Azure OpenAI model as the AI service provider. The Now LLM Service is used as a fallback AI service provider.

With the admin role, you can use AI Admin Hub to select a different LLM to use as the AI service provider for Summary Genius Results. For details on selecting the LLM for Platform workflow Now Assist skills, see Manage AI models.

As a Now Assist skill, Summary Genius Results supports these LLMs:

• AWS Anthropic
• Azure OpenAI
• Google Gemini
• Now LLM Service