Actions Genius Results

  • Release version: Zurich
  • Updated July 25, 2026
  • 3 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 Actions Genius Results

    Actions Genius Results in Now Assist provide actionable answers by displaying relevant Catalog Items and Virtual Agent topics based on the intent and meaning of user search queries. Using AI Search’s semantic vector and keyword searches, this feature identifies and ranks records to present up to three relevant answers in an answer card format.

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    Note that starting with the Now Assist in AI Search 11 release, Actions Genius Results is in maintenance mode with no new enhancements, but continued support is provided. Enhanced functionality is available through the newer Summary Genius Results feature.

    Supported Record Types and Platforms

    • In Service Portal, Actions Genius Results operate exclusively on Catalog Items.
    • In Virtual Agent, they operate on both Catalog Items and Virtual Agent topics, using a unified relevancy scoring to rank and mix results.

    Activation

    To enable Actions Genius Results, link the Now Assist Actions Genius Result configuration to your AI Search application's search profile. For AI Search portal applications, enable ServiceNow Otto® Genius Results via the Now Assist in AI Search Setup page. Once activated, the feature is available to all users of the search application.

    Limitations

    • Supported only in Service Portal and Virtual Agent.
    • Default support is for English-language searches; other languages require activation of Dynamic Translation.
    • If the External Content Connectors app is installed, external content sources are excluded from Actions Genius Result answers.

    Interaction with Other Search Features

    • Result Improvement Rules: Blocking rules exclude records from answers; boosting or promoting records increases their chance of appearing.
    • Stop Words: Semantic vector search ignores stop words, so stop word settings only affect keyword-based search components.
    • Synonyms: Synonym expansion affects keyword-based search, improving answer relevancy.
    • Typo Handling: AI Search corrects misspellings in queries to enhance result accuracy.

    Dynamic Translation

    When enabled, Dynamic Translation allows AI Search to translate user queries into English for matching and then translate the generated answers back into the user's language. This improves the international search experience for Catalog Items and Virtual Agent topics within Actions Genius Results.

    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.

    Important:
    Starting with the Now Assist in AI Search 11 release, the Actions Genius Results feature is in maintenance mode. This feature will have no new enhancements but will have continued support. Similar and improved functionality is available in the newer Summary Genius Results feature. For more details on this feature, see Summary Genius Results.

    Now Assist Actions Genius Results send content from your search's most relevant Catalog Item records and Virtual Agent topic records to the LLM. The LLM ranks and filters the selected records' content for display.

    A Now Assist Actions Genius Result answer card can display content from up to three records. AI Search uses semantic vector search and legacy keyword search to select records 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.

    Supported record types

    In Service Portal, Now Assist Actions Genius Results only operate on Catalog Items. In Virtual Agent, Now Assist Actions Genius Results operate on Virtual Agent topics as well as on Catalog Items. To learn more about Virtual Agent topics, see Virtual Agent.

    In Virtual Agent, Now Assist Actions Genius Results rank Catalog Item and Virtual Agent topic records using a unified relevancy scoring scheme. As a result, Now Assist Actions Genius Result answers may display records of either type in any order.

    Activating Actions Genius Results

    To enable the Now Assist Actions skill in an AI Search application, you can link the Now Assist Actions Genius Result configuration to your search profile for the search application. For details on this procedure, see Link a Genius Result configuration to a search profile.

    For AI Search portal applications, you can enable ServiceNow Otto® Genius Results using the Now Assist in AI Search Setup page. For more information on this approach, see Enable ServiceNow Otto for AI Search Genius Results in AI Search portals and mobile applications.
    Note:
    When you activate Actions Genius Results in a search application, they're available to all users who search using that application.

    Limitations

    Now Assist Actions Genius Results are only supported in Service Portal and Virtual Agent.

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

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

    Interaction with other search features

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

    Feature Interaction with Now Assist Actions Genius Results
    Result improvement rules When computing Now Assist Actions 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 Actions Genius Results don't return blocked records as answers.
    • boost or promote: Boosted and promoted records are more likely to be returned as Now Assist Actions Genius Result answers.
    Stop words Now Assist Actions 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 Actions Genius Result answers may not reflect your stop words settings.
    Synonyms Now Assist Actions 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 Actions Genius Result answers.
    Typo handling When computing Now Assist Actions Genius Result answers for a search query, AI Search corrects misspelled terms in the query.