AI Search release notes
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Summary of AI Search release notes
The ServiceNow AI Search application delivers a consumer-grade search experience for users of the ServiceNow AI Platform®. The Australia release introduces significant enhancements to improve search accuracy, relevance, and user interaction by integrating multi-source data synthesis, multimodal captioning, and hybrid search capabilities.
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Key Features
- Multi-source synthesis (Australia Patch 4): AI Search can now generate actionable, synthesized responses by combining information from any indexed data source within your ServiceNow instance.
- Multimodal captioning (Australia Patch 3): Automatically generated descriptive captions for images, tables, charts, and other visuals in attachments enable keyword search within these elements, improving findability.
- Hybrid search (Australia Patch 1): Combining keyword-based and semantic search methods, hybrid search reduces zero-result queries and enhances precision and contextual relevance. Administrators can enable this mode on instances with Now Assist in AI Search installed.
- Integration with Now Assist: AI Search can be configured as the source for Ask Now Assist suggestions in enhanced chat, enabling suggestion term highlighting, wildcard searches, and lemmatization for improved user experience.
- UI enhancements: Administrators can enable borders between search result cards in both portal and global search interfaces for clearer visual separation.
- Genius Results support: Now Assist Multi-Content Response Genius Results can be activated in global and workspace searches, overriding other Genius Result configurations and enabling topic citations that open conversations in the Now Assist panel.
- Search Suggestions administration: Assigning the aisadmin granular role allows search administrators access to all Search Suggestions tables without granting full admin rights.
- Search Preview UI improvements: A refreshed interface lets administrators preview search query results, switch between keyword and hybrid modes, view results as EVAM cards or JSON objects, and adjust search query settings effectively.
- New plugin: The Platform Multimodal Service plugin enables the multimodal captioning feature for indexed attachments starting with Australia Patch 3.
Practical Implications for ServiceNow Customers
- Expect more accurate, contextually relevant search results that combine data from multiple sources, improving decision-making and user satisfaction.
- Find visual content within attachments easily through keyword searches on generated captions, enhancing knowledge discovery.
- Improve chat and search interactions by leveraging enhanced AI-driven suggestions and integrated Genius Results.
- Administrators gain finer control over search behavior, UI presentation, and access rights, enabling better governance and customization.
- AI Search is enabled by default on the ServiceNow AI Platform, requiring no manual activation for basic use; additional features can be configured as needed.
- Note that Internet Explorer is not supported, and international language support is available to accommodate diverse user bases.
Related Applications and Features
- Advanced AI Search Management Tools: Provides dashboards and reports to monitor AI Search usage and configurations.
- ServiceNow Otto for AI Search: Combines search with large language model processing to deliver actionable AI-generated answers from Knowledge articles.
- External Content Connectors: Enables AI Search to index and search content from supported external systems.
The ServiceNow® AI Search application provides a consumer-grade search experience for ServiceNow AI Platform® users. AI Search was enhanced and updated in the Australia release.
AI Search highlights for the Australia release
Display actionable information from any indexed source in your system using multi-source synthesis.
Find Knowledge [kb_knowledge] table attachments containing images, tables, charts, and other visual elements by searching for keywords from automatically generated multimodal descriptive captions.
Australia Patch 1
- Provide actionable search and chat responses in global and workspace search with support for Now Assist Multi-Content Response Genius Results.
- Improve search precision and contextual relevance with hybrid search, available on instances that have Now Assist in AI Search installed.
- Augment the enhanced chat experience by configuring AI Search as the source for Ask Now Assist suggestions.
- Gain insights into search behavior with a refreshed and updated Search Preview UI.
See AI Search for more information.
New in the Australia release
- Australia Patch 4
- Generate multi-content synthesized responses
- AI Search can now use multi-source synthesis to gather and combine information from any indexed source in your system.
- Australia Patch 3
- Multimodal captioning for attachments
- Multimodal captioning automatically generates searchable descriptive captions for images, tables, charts, and other visual elements in indexed attachments. Find attachments by searching for keywords from generated captions.
- Australia Patch 1
- Improve search precision and contextual relevance with hybrid search
- Beginning with Now Assist in AI Search 15.0, administrators on instances with Now Assist in AI Search installed can enable the new hybrid search mode. Hybrid search combines keyword-based search with semantic understanding to deliver more accurate and relevant search results, with fewer zero-result searches.
- Configure AI Search as the source for Ask ServiceNow Otto suggestions
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Admins can configure the system to use AI Search as the source for Ask Now Assist suggestions in enhanced chat. Making this change activates suggestion term highlighting in Ask Now Assist and provides improvements such as wildcard searching and lemmatization for suggestions.
UI changes
- Show borders between search result cards in portal search
- By default, AI Search displays no borders between search result cards on the portal search results page. Administrators can enable display of borders between search result cards on the portal search results page by configuring the Faceted Search Service Portal widget.
- Show borders between search result cards in global search
- By default, AI Search displays no borders between search result cards on the global search results page. Administrators can enable display of borders between search result cards on this page by configuring the search result wrapper component for the Unified Navigation app in UI Builder.
Changed in this release
- Australia Patch 1
- Summary Genius Results
- If you have Now Assist in AI Search installed, Now Assist Multi-Content Response Genius Results are supported in global and workspace search. Activating Now Assist Multi-Content Response Genius Results in global or workspace search profiles overrides all other Genius Result configurations, so that global and workspace searches only display Genius Result answers from Now Assist Multi-Content Response Genius Results. Virtual Agent topic citations from Now Assist Multi-Content Response Genius Result answers in global or workspace search open the selected topic in the Now Assist panel so the user can continue their conversation on that topic.
- Search Suggestions
- Search administrators with the ais_admin granular admin role can access all Search Suggestions tables. Assign search administrators this role to eliminate needless propagation of full admin access.
- Gain insights into search behavior with a refreshed and updated Search Preview UI.
- Preview search query results using settings from a search application configuration or a search profile. Choose between keyword and hybrid search modes. Display search results as individual EVAM cards or as a JSON-format search query response object, with search and syntax highlighting. Review search query behavior and results and specify search query settings with the new Summary, Genius Results, Details, and Profile admin tools.
Activation information
AI Search is a ServiceNow AI Platform feature that is active by default.
Plugin information
- New plugins
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The following plugins are new in Australia:
Platform Multimodal Service (com.glide.platform_mm_service): Integrates with the multimodal service backend to provide automatic generation of searchable descriptive captions for images, tables, charts, and other visual elements in attachment files indexed for search. This plugin is available beginning with the Australia Patch 3 release.
Browser requirements
AI Search doesn’t support Internet Explorer.
Localization information
AI Search supports international languages. For details of language support by feature, see Internationalization support for AI Search.