Now Assist Actions Genius Results

  • Release version: Xanadu
  • Updated July 29, 2025
  • 3 minutes to read
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    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 Actions Genius Results

    Now Assist Actions Genius Results enhance search experiences by providing actionable answers that display relevant Catalog Items and Virtual Agent topics based on the intent and meaning of the user's query rather than exact keyword matches. This feature leverages AI-powered semantic vector search combined with traditional keyword search to deliver more meaningful results.

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    Note that starting with the Now Assist in AI Search 11 release, this feature is in maintenance mode with no new enhancements planned, but it remains supported. Improved functionality is available through the newer Now Assist Multi-Content Response Genius Results feature.

    Key Features

    • Content Sources: In Service Portal, results come from Catalog Items only, while in Virtual Agent, both Catalog Items and Virtual Agent topics are included and ranked using a unified relevancy scoring system.
    • Answer Cards: Result cards can display content from up to three records, selected and ranked by the Now LLM Service.
    • AI Search Integration: Uses both semantic vector search and legacy keyword search for matching search intent and meaning.
    • Activation: Enable the feature by linking the Now Assist Actions Genius Result configuration to a search profile or through the Now Assist in AI Search Setup page for portal applications.
    • Language Support: Primarily supports English searches; administrators can enable multi-language support via Dynamic Translation.
    • Exclusions: External content from connectors is excluded if the External Content Connectors application is installed.
    • Interaction with Search Features: Respects result improvement rules such as block, boost, and promote; blends semantic and keyword search affecting stop word and synonym handling; includes typo correction for queries.
    • Dynamic Translation: Enhances international search by translating queries and answers between English and the user’s language, improving relevancy for multilingual users.

    Practical Implications for ServiceNow Customers

    By leveraging Now Assist Actions Genius Results, customers can deliver more precise and actionable search outcomes within Service Portal and Virtual Agent environments. This improves user experience by presenting relevant catalog items and virtual agent topics directly aligned with search intent, facilitating faster resolution and self-service.

    Although this feature is in maintenance mode, it remains a supported solution for enhancing AI-powered search results. Customers are encouraged to explore the newer Now Assist Multi-Content Response Genius Results for expanded capabilities.

    Administrators should consider enabling Dynamic Translation to support non-English users and ensure that result improvement rules are configured appropriately to optimize search relevancy and user satisfaction.

    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 Now Assist 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 Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see Now Assist Multi-Content Response 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 Now LLM Service. The Now LLM Service 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 Now Assist 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 Now Assist Genius Results using the Now Assist in AI Search Setup page. For more information on this approach, see Enable Now Assist Genius Results in AI Search portals and mobile applications.
    Note:
    When you activate Now Assist 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 Now Assist 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.