AI Search for Sourcing and Procurement Operations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of AI Search for Procurement Service Management

    The AI Search application enhances the search experience for Procurement Service Management (PSM) across various platforms including the Service Portal, Employee Center, Mobile, and Virtual Agent. It is automatically configured for new customers, while existing customers can set it up for their PSM-specific Shopping Hub by following the prescribed configuration steps.

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    Key Features

    • Search Profiles: Determine search sources and criteria for effective results.
    • Search Sources: Default sources include Supplier and Purchasing for general applications, but only Purchasing is available for the Shopping Hub, focusing on supplier products.
    • Faceting: AI Search supports faceting in Shopping Hub results to refine searches effectively.
    • Integration: Seamless integration with Shopping Hub and other applications enhances search capabilities.
    • Administration: Provides insights into indexing and search behavior for optimal performance.

    Key Outcomes

    By utilizing AI Search, ServiceNow customers can expect improved search relevancy, refined filtering options, and enhanced user experience across Procurement Service Management platforms. This leads to efficient sourcing and purchasing processes, allowing users to quickly find supplier products and related information.

    The AI Search application provides a modern consumer-grade search engine for the Service Portal, Employee Center (EC), Mobile, and Virtual Agent.

    New customers automatically have the AI Search application configured with their base system for Sourcing and Procurement Operations. Existing customers can configure the PSM-specific Shopping Hub search application to use the AI Search application by following the configuration steps.

    For more information, see AI Search.

    Configuration
    For detailed information on configuring the AI Search application, see Configuring AI Search.
    Navigate to AI Search > Search Applications > Search Application Configurations to associate the AI Search engine with your Shopping Hub search application.
    Note:
    For more information, see Create a search application configuration for AI Search.
    In the Search Application Configuration form of your application, select a Search Profile to get started. A search profile determines the search sources, conditions, and criteria that power your search.
    Under each search profile, there are a series of tabs that enhance the AI search. The base system provides the following that you can also modify:
    • Search Sources: Along with the default search sources, Supplier and Purchasing are provided on EC and Service Portal for Sourcing and Procurement Operations, so that the applications are capable of searching through suppliers and supplier products for purchasing as well. For the PSM-specific Shopping Hub search application however, only the Purchasing search source is available, allowing you to search only for supplier products. These search sources are rendered as separate tabs when you search on these applications, and are listed under Navigation Tabs.
      Note:
      You can find more information on reviewing and updating your search sources here.
    • Synonyms
    • Stop Words
    • Typo Handling
    • Genius Results
    • Result Improvement Rules
    Note:

    For more information, see Defining search profiles.

    You cannot configure the UI of search results or change the available facets and filters from Shopping Hub. AI Search faceting is supported in Shopping Hub results in Employee Center and Service Portal.

    Integration
    AI Search is automatically integrated with Shopping Hub. For detailed information on integrating AI Search with other applications, see Integrating AI Search into your application.
    Administration
    To learn how the AI Search features and behavior affect indexing and search, see Administering AI Search.
    Using
    For information on how AI Search displays results, refinement filter options, and Genius Result answers, see Using AI Search.
    ServiceNow® Mobile
    To configure AI Search for the ServiceNow® Mobile, see Advanced text search in mobile.
    Service Portal or Employee Center
    To configure AI Search for the Service Portal or EC so that your users can take advantage of this powerful search tool, see AI Search in Service Portal.
    Virtual Agent
    Virtual Agent uses AI Search to return search results in bot conversations when there are no relevant topics to display. For more information, see Virtual Agent integration with AI Search.