--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User search analyzer # User search analyzer {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 User search analyzer The User search analyzer dashboard provides ServiceNow administrators with detailed insights into user search queries and AI-powered search results, specifically those delivered by ServiceNow Otto. This dashboard helps Knowledge admins evaluate how effectively search enhances the self-service experience, enabling them to optimize Knowledge content and catalog items for better availability and relevance. Show full answer Show less ## Key Features * **Queries with Genius Results:** Displays the total number of search queries that returned Genius Results, which may include multiple results per query. * **Genius Result Engagement:** Measures user interactions with Genius Results, such as follow-up questions, viewing full answers, and clicking on citations. * **Genius Result Response Time:** Shows the average time taken for Genius Results to load, helping gauge performance. * **Genius Result to Chat Handoff:** Tracks how often users initiate chat interactions by clicking the "Ask a follow-up" button within Genius Results. * **Genius Results Citation Engagement:** Counts user clicks on citations within the Genius Results, indicating the usefulness of referenced content. * **Feedback Indicators (Thumbs Up/Down):** Collects positive and negative user feedback on the relevance and helpfulness of Genius Results. * **Genius Results with Knowledge Base and Catalog Items:** Separately tracks the number of Genius Results that include Knowledge Base articles and catalog items for user review. * **Top Queries:** Lists the top ten search queries that returned Genius Results containing Knowledge Base articles and catalog items, along with query counts. ## Key Outcomes By leveraging the User search analyzer dashboard, ServiceNow customers can: * Understand how users interact with AI-powered search results and identify which queries deliver meaningful content. * Monitor engagement levels and response times to ensure a smooth and effective search experience. * Identify content gaps or areas needing enhancement based on user feedback and search query patterns. * Optimize Knowledge Base articles and catalog items to improve the quality and relevance of Genius Results. * Drive more efficient self-service by enabling users to find accurate answers quickly and escalate to chat only when necessary. Gain insights into user search queries and AI-powered search results. The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search. Figure 1. User search analyzer dashboard page The indicators on the User search analyzer dashboard page provide the following insights. See [AI Analytics dashboard indicator details](https://www.servicenow.com/docs/g_PygWr~KWP_8YbRYQUjbA "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") for information on the data and calculations behind each indicator. * Search queries that yielded Knowledge Base articles and catalog items as Genius Result. * Distribution of search queries by the source that they originated from, for example, ServiceNow Otto for Virtual Agent, Service Portal. * List of the most common queries that did or didn't yield genius results. {#user-search-analyser__ul_ln1_nxr_bdc} ## User search analyzer indicators {#user-search-analyser__section_fd3_tdf_l2c} Queries with Genius Results : This area of the dashboard total number of search queries that had a Genius Result returned by ServiceNow Otto. Note: A query can have more than one genius result. Figure 2. Queries with Genius Results indicator Genius Result Engagement : This area of the dashboard shows the number of genius results returned by ServiceNow Otto that covers the interactions like "Ask a follow up" or "Show full answer", and clicking on citations within the result card. Figure 3. Genius Result engagement indicator Genius Result response time : This area of the dashboard shows the average response time taken for a Genius Result to load. Figure 4. Genius Result response time indicator Genius Result to chat handoff : This area of the dashboard shows the number of times users clicked the Ask a follow-up button within the synthesized Genius Result. Figure 5. Genius Result to chat handoff indicator Genius Results citation engagement : This area of the dashboard shows the number of interactions with citations within Genius Result returned by ServiceNow Otto. Figure 6. Genius Results citation engagement indicator Feedback (Thumbs up) : This area of the dashboard shows the count for positive feedback for Genius Result returned by ServiceNow Otto. Figure 7. Feedback (Thumbs up) indicator Feedback (Thumbs down) : This area of the dashboard shows the count for negative feedback for Genius Result returned by ServiceNow Otto. Figure 8. Feedback (Thumbs down) indicator Genius Results with Knowledge Base : This area of the dashboard shows the number of search queries where ServiceNow Otto returned Knowledge Base articles as Genius Result for the users to review. Figure 9. Genius Results with Knowledge Base indicator Genius Results with Catalog Item : This area of the dashboard shows the number of search queries where ServiceNow Otto returned catalog items as Genius Result for the users to review. Figure 10. Genius Results with Catalog Item indicator Top 10 queries with Knowledge Base Genius Result : This area of the dashboard shows the top ten search queries where ServiceNow Otto returned Knowledge Base as Genius Result, with respective query count. Figure 11. Top 10 queries with Knowledge Base Genius Result Top 10 queries with Catalog Item Genius Result : This area of the dashboard shows the top ten search queries where ServiceNow Otto returned catalog items as Genius Result, with respective query count. Figure 12. Top 10 queries with Catalog Item Genius Result indicator