Auto-complete suggestion types included with Now Assist in AI Search

  • Release version: Yokohama
  • Updated February 23, 2026
  • 2 minutes to read
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    Summary of Auto-complete Suggestion Types Included with Now Assist in AI Search

    Now Assist in AI Search introduces an auto-complete suggestion feature that enhances user interactions by providing suggested conversational prompts from the Virtual Agent. This functionality aims to streamline the search and chat experience for users by displaying relevant suggestions based on previous searches.

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    Key Features

    • Suggested Query Reader Group: Displays Virtual Agent prompts based on past user searches that yielded successful results.
    • Scoring System: Suggestions are prioritized based on user interactions and ratings of previous responses, ensuring the most relevant prompts are presented.
    • Utterance Suggestions Table: User queries from conversations are stored, and the table is automatically pruned to remove outdated suggestions or those linked to deleted records.
    • Exclusion Rules: New suggestions are blocked if they match any entries in the Search Suggestion Exclusion List, allowing for better control over what prompts are displayed.
    • Domain-Specific Suggestions: Suggestions are returned based on the search user's domain, with global domain users having access to broader suggestions.
    • Enhanced Chat Integration: To display suggestions in global and workspace search, activating the Now Assist panel enhanced chat is necessary.

    Key Outcomes

    By utilizing the auto-complete suggestion feature, ServiceNow customers can expect improved user engagement through relevant conversational prompts, reduced search time, and a more efficient chat experience. This feature also allows for better control over the suggestions displayed, ensuring that users receive the most pertinent information relevant to their queries.

    Now Assist in AI Search includes an auto-complete suggestion type that displays suggested Now Assist in Virtual Agent conversational prompts.

    To learn more about how this auto-complete suggestion type appears to search and chat users, see Enhanced chat. For details on configuring and using auto-complete suggestion types in your search application configurations, see Auto-complete suggestions in AI Search applications.

    Auto-complete suggestion type Description
    Now Assist Suggested Query Reader Group for <application name> Displays Virtual Agent conversational prompts based on previous user searches (utterances) that produced synthesized Genius Result responses. Selecting a suggested prompt opens a Virtual Agent conversation within the enhanced chat window or full-page experience.

    Now Assist in AI Search scores conversational prompt suggestions based on how search users have interacted with and rated their synthesized Genius Result responses. Suggestions with higher scores are preferentially displayed when searching.

    User queries from Virtual Agent conversations are stored as suggestions in the Utterance Suggestions [sys_suggested_utterance] table. The system prunes this table and automatically removes conversational prompt suggestions that meet any of these conditions:
    • The conversational prompt suggestion's query and result combination have not been used in a search within the last 180 days.
    • The conversational prompt suggestion refers to a record (such as a Catalog Item or a knowledge article) that has been deleted or deactivated.

    New conversational prompt suggestions are disabled if they match any exclusion rule entry from the Search Suggestion Exclusion List [sys_search_suggestion_blacklist] table. When a new exclusion rule is added to the Search Suggestion Exclusion List table, existing conversational prompt suggestions that match it are disabled. For details on the Search Suggestion Exclusion List table, see Prevent the creation of suggestions in special cases.

    Conversational prompt suggestions are only returned from the search user's domain. Only search users with the global domain can see utterance suggestions from the global domain.

    When you create a new search application configuration, this suggestion reader group isn't linked to it by default. If you enable enhanced chat in a search portal, this suggestion reader group is linked to the search application configuration record that's shared between the portal and Virtual Agent.

    Conversational prompt suggestions are displayed in search portals by default. To make conversational prompt suggestions available in global and workspace search, you must enable Now Assist panel enhanced chat. For details on this procedure, see Activate Now Assist panel enhanced chat.

    Default section header: Ask Now Assist

    Readers: Now Assist Suggested Utterance Reader

    Note:
    This suggestion reader group is only supported in search application configurations for applications that support the enhanced chat experience, such as the Now Assist in VA search application configuration.