--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # AI search # AI search in Recommended Actions {#ariaid-title1} Release version: Brazil Updated September 10, 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 AI search in Recommended Actions The AI search in Recommended Actions feature enables customer service agents to quickly find relevant resources and resolutions for customer issues using advanced machine learning and natural language processing. Search results and top-rated "genius" answers appear as cards in the Search tab of the Recommended Actions component within the contextual side panel of the workspace. Agents can review these cards and take direct actions to resolve cases more efficiently. Show full answer Show less ## Key Features * **Context-aware search:** AI search understands natural language queries and considers the task context to deliver highly relevant results. * **Genius result cards:** The most relevant answers are highlighted as genius results at the top, helping agents focus on the best solutions first. * **Search result cards:** Results from configured search sources are displayed as preview cards, allowing quick access to detailed records or direct actions. * **Machine learning relevancy tuning:** The system automatically improves result relevance based on the answers selected by agents over time. * **Search filtering and counts:** Agents can filter results by search source and view counts of total matching results, improving navigation and selection. * **Summarization:** Genius results can provide large language model-based summaries aligned with your knowledge content for faster comprehension. ## Benefits * **Increased agent productivity:** Reduces time spent searching for solutions by surfacing relevant information faster. * **Improved resolution accuracy:** Context-aware and AI-powered search helps agents deliver precise and timely responses to customers. * **Enhanced knowledge utilization:** Summarization and prioritized results ensure agents make the best use of available knowledge. ## Configuration and Usage To enable AI search in Recommended Actions, administrators need to activate the AI search tab, map AI search results to guidance inputs, and customize the Recommended Actions component. Additional options include adjusting result pagination, identifying genius results, and configuring search sources. Agents use AI search from the contextual side panel in their workspace by entering queries, reviewing AI and genius results, filtering by sources, and executing actions directly from search cards. Executed guidances are tracked in the Activity stream and action history for audit and reporting. Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues. AI search results and genius results are displayed in the Search tab of the Recommended Actions component in the contextual side panel. Agents can initiate actions from the search cards directly to resolve an issue. The search results from the configured search sources are displayed in the form of cards. These cards are previews of search records. You can select the card to view the record details or directly take actions through the cards. The most relevant answers are displayed as top results in the form of genius result cards. AI search harnesses advanced machine learning algorithms and natural language processing capabilities to comprehend user queries and provides the most relevant search results that can be employed to resolve issues effectively. For more information on: * AI search and its features, see [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). * enabling AI search for Next Experience, see [Enable AI Search for Next Experience](https://www.servicenow.com/docs/access?context=enable-ais-next-exp-app&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). {#ra-csm-ai-search__ul_w5k_2gy_dfc} ## AI search features {#ra-csm-ai-search__section_xyy_xst_xyb} * Highlights search query terms that appear in the search results. * Displays the most relevant results first with machine learning relevancy. Machine learning automatically tunes and improves the search result relevancy score for each search profile based on the answers agents select. * Displays the best answers as genius result cards. {#ra-csm-ai-search__ul_okk_wrs_xyb} ## AI search benefits {#ra-csm-ai-search__section_rn2_bkl_zyb} * Maximizes efficiency: Use AI search integration to reduce task resolution time and improve agent productivity. * Leverages contextual intelligence: Make the most of context-aware searching to provide accurate and timely responses. * Provides summarization: Configure genius results to get large language model-based knowledge summarization to align with your content and information needs. {#ra-csm-ai-search__ul_vnw_hkl_zyb} ## Configuring AI search in Recommended Actions {#ra-csm-ai-search__section_jd5_vll_zyb} Steps to configure AI search in Recommended Actions include enabling the AI search tab, mapping the AI search results with guidance inputs, and customizing the Recommended Actions component. Advanced customization options include adjusting the number of results to view on a page, identifying genius results to add to the search profile, and configuring search sources. For more information, see [Configuring AI search in Recommended Actions](https://www.servicenow.com/docs/lFTd14cpJWLpI7O_F_hdog "As an admin, configure AI search in Recommended Actions to enable agents to perform an AI search to find relevant resources."). ## Using AI search in Recommended Actions {#ra-csm-ai-search__section_yy1_hks_xyb} Enable customer service agents to use AI search for faster access to relevant information and take appropriate actions to resolve customer issues. For more information, see [Use AI search in Recommended Actions to resolve cases](https://www.servicenow.com/docs/AsKsW0jEQqb4smM6mNox_w "As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly."). * Accessing AI search: Agents can access the AI search tab in the contextual side panel of the workspace. * Finding context-aware results: Agents can enter their search queries in the search bar. AI search uses natural language processing to understand user queries and considers task context to produce relevant results. * Showing AI search results: Review AI search results and take actions directly from the search cards. * Showing genius results: Agents can view the most relevant results at the top based on criteria defined in the genius results configuration, drawing their attention to the most relevant information first. * Narrowing search results: Agents can select a search source from the Search filter field to display results only from that search source and then return to viewing all matching records. * Viewing results count: The search tab shows counts of the total number of matching search results. The search filters show the number of matching results for each search source. Note: Search results displayed and the total search count may vary due to security permissions or if the search result has already been executed. The executed guidances are added to the Activity stream and moved to the Actions history. Executed guidances will be included in the total search count but will not show up in the search results. {#ra-csm-ai-search__ul_x2f_l4l_zyb}