---
sourceDocument: Australia ServiceNow AI Platform Administration
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/platform-administration

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Administration

ft:clusterId :

    - platadm

bundleId :

    - platadm

workflow :

    - Platform


---

# ServiceNow Otto for AI Search

# ServiceNow Otto for AI Search {#ariaid-title1}

Release version: Australia  
Updated July 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 ServiceNow Otto for AI Search

ServiceNow Otto for AI Search enhances search capabilities within Service Portal, Virtual Agent, Employee Center, and global searches by integrating a large language model (LLM) with indexed content.
This integration delivers actionable AI-generated or AI-selected answers, improving search relevance by restricting the context passed to the LLM to ensure responses are based on indexed data.
Show full answer Show less  

## Key Features

* **AI Genius Result Configurations:**
  * **Summary Genius Results:** Synthesizes answers from diverse content sources including knowledge articles, Service Catalog items, Knowledge Graph schema nodes, enhanced chat searches, and external documents.
  * **Knowledge Base Articles Genius Results:** Generates actionable answers specifically from relevant knowledge base articles.
  * **External Content Q\&A Genius Results:** Provides Q\&A style answers from documents stored in Microsoft SharePoint Online.
  * **Actions Genius Results:** Selects and displays relevant Catalog Items and Virtual Agent topics using the Now LLM Service.
* **Disambiguation Capability:** The system can ask configurable follow-up questions to clarify broad or unclear searches before providing answers.
* **Search Result Enhancement:** AI-generated answer cards include direct links to source records or external documents, making results actionable.
* **Language and Domain Support:** Native support for English with additional languages via Dynamic Translation. In domain-separated environments, AI accesses only the user's domain data, ensuring strict data segregation without sharing prompts or responses with shared services.

## Important Considerations

* **Availability:** Some AI models and features may be restricted based on geographic location, regulatory environment (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or deployment type (self-hosted, regulated markets). Customers should verify availability updates regularly.
* **AI Limitations:** As AI and machine learning are evolving, outputs may not always be accurate or appropriate. Customers must test and evaluate AI-generated content and apply human oversight, especially in critical use cases such as healthcare, finance, legal, security, and infrastructure.
* **Data Processing and Privacy:** Usage involves transferring data from customer instances to centralized ServiceNow environments, possibly involving third-party cloud providers like Microsoft Azure, managed under ServiceNow's compliance policies. Customers can opt out of data collection used to improve AI technologies.

## Getting Started

* Install and activate the ServiceNow Otto for AI Search plugin on your instance.
* Configure the AI Genius Results according to your organization's use cases in Service Portal, Virtual Agent, Employee Center, and global search.
* Review available components and ensure compliance with data and regulatory requirements before deployment.  
The ServiceNow Otto for AI Search application combines the power of search with a large language model (LLM) to provide actionable AI-generated or AI-selected answers in user searches. By constraining the context passed to the LLM, ServiceNow Otto for AI Search can increase the likelihood that LLM responses are grounded in indexed content.

## ServiceNow Otto for AI Search overview {#now-assist-ais__section_kg1_hkz_gxb}

In Service Portal, Virtual Agent, Employee Center, and global searches, ServiceNow Otto for AI Search includes the following AI Genius Result configurations:

[Summary Genius Results](https://www.servicenow.com/docs/CS5LDmcfHQLxqDypQy2rXQ "Summary Genius Results use an LLM to generate search and chat responses that synthesize information from knowledge articles, Service Catalog items, and other available content types.")
:   Summary Genius Results use your chosen LLM to generate actionable Genius Result answers synthesized from a variety of content sources. Answers can include content from knowledge articles, Service Catalog items, Knowledge Graph schema nodes, enhanced chat searches and conversations, and external content documents and attachments.

[Knowledge base articles Genius Results](https://www.servicenow.com/docs/xDtItdWvfRh~~I2mXnNuFg "Knowledge base articles Genius Results use the LLM to generate concise, actionable answers from knowledge article results in Service Portal, Virtual Agent, Employee Center, and global searches.")
:   Knowledge base articles Genius Results use the LLM to generate actionable Genius Result answers from the most relevant knowledge article results.

[External Content Q\&A Genius Results](https://www.servicenow.com/docs/H42PRhkx6ligO6kBGeyH6w "External Content Q&A Genius Results display concise, actionable AI-generated answers derived from documents in your Microsoft SharePoint Online instance.")
:   External Content Q\&A Genius Results generate actionable Q\&A Genius Result answers from documents in your Microsoft SharePoint Online instance.

[Actions Genius Results](https://www.servicenow.com/docs/y75TnIsS7GkUCpTPG6VW7w "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.")
:   Actions Genius Results use the Now LLM Service to select, filter, and display the most relevant Catalog Item and Virtual Agent topic results as answers.

If a search is broad or unclear, ServiceNow Otto for AI Search may ask follow‑up questions before answering. This disambiguation step helps clarify what the user is looking for and is configurable. For configuration details, see .

AI Genius Result answers enhance search results with actionable answer cards. Each answer card includes links to its source records or external documents.

## Get started {#now-assist-ais__section_vzb_rmc_wyb}

|-|-|-|
| [InstallActivate the ServiceNow Otto for AI Search plugin on your instance](https://www.servicenow.com/docs/zO6iTVlX1auIfyqg9Et1~Q "As an administrator, you can install the ServiceNow Otto for AI Search application (sn_ais_assist) from the AI Admin Hub module.") | [ConfigureConfigure ServiceNow Otto for AI Search Genius Results for use in Service Portal, Virtual Agent, Employee Center, and global search](https://www.servicenow.com/docs/3QVPg1eD~Nhe4dC8jXT2cg "As an administrator or search administrator, you can configure settings to control the behavior of ServiceNow Otto for AI Search.") | [ReferenceView components installed with ServiceNow Otto for AI Search](https://www.servicenow.com/docs/sBIfb2n1MQIzWohNi7LObw "Reference information for the ServiceNow Otto for AI Search application.") |
[ ]

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Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-ais__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-ais__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-ais__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
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## Language support {#now-assist-ais__section_v4r_hkz_gxb}

ServiceNow Otto for AI Search natively supports searches, content, and answers in English. Additional languages are supported through Dynamic Translation. For details on translation functionality and supported languages, see [Dynamic Translation for Knowledge base articles Genius Results](https://www.servicenow.com/docs/4kWreiDEn~FJSeMbvwpmTA "Dynamic Translation improves the international search experience for knowledge article content. When Dynamic Translation is activated, AI Search can generate Knowledge base articles Genius Result answers from non-English knowledge articles. Dynamic Translation also enables AI Search to translate Knowledge base articles Genius Result answers into the search user's language.").

## Domain support {#now-assist-ais__section_lkl_wpk_hhc}

By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the
summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides
only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see [Domain separation in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). (Note that global domain is not the same as global scope. For more information, see [Exploring Next Experience pickers](https://www.servicenow.com/docs/access?context=next-experience-pickers&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).)

## AI limitations

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-ais__p_kv2_nfg_h1c}

## Data processing

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-ais__p_lv2_nfg_h1c}

## Data collection

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-ais__p_ov2_nfg_h1c}

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-ais__p_pv2_nfg_h1c}