Auto-complete suggestion types included with Now Assist in AI Search
Summarize
Summary of Auto-complete suggestion types included with Now Assist in AI Search
Now Assist in AI Search offers an auto-complete suggestion type that proposes Virtual Agent conversational prompts to users during search. These suggestions enhance user interactions by providing relevant prompts based on previous successful searches that returned Genius Result responses. Selecting a suggested prompt initiates a Virtual Agent conversation within an enhanced chat interface or a full-page experience.
Show less
Key Features
- Suggested Query Reader Group: Displays conversational prompts tied to specific applications, generated from past user utterances that yielded useful Genius Results.
- Scoring and Prioritization: Suggestions are scored based on user interactions and ratings of Genius Results, with higher-scored suggestions shown preferentially.
- Data Management: User queries from Virtual Agent conversations are stored in the Utterance Suggestions [syssuggestedutterance] table, which is automatically pruned to remove outdated or irrelevant suggestions.
- Exclusion Rules: New suggestions matching entries in the Search Suggestion Exclusion List [syssearchsuggestionblacklist] are disabled to prevent inappropriate suggestions. Existing suggestions matching new exclusions are also disabled.
- Domain Restrictions: Conversational prompt suggestions are returned only from the search user’s domain. Users with global domain access can see suggestions from the global domain.
- Configuration Notes: The suggestion reader group for Now Assist is not linked by default when creating new search application configurations. It is automatically linked when enhanced chat is enabled in a search portal.
- Availability: Conversational prompt suggestions appear by default in search portals. To enable them in global and workspace searches, Now Assist panel enhanced chat must be activated.
Practical Application for ServiceNow Customers
ServiceNow customers can leverage Now Assist’s auto-complete suggestion type to improve user engagement by providing contextually relevant Virtual Agent prompts during search. This feature helps users quickly find answers or start conversations based on proven successful search queries, enhancing support and self-service efficiency.
To implement this effectively:
- Enable enhanced chat in your search portals and activate the Now Assist panel enhanced chat to expand availability across search interfaces.
- Manage exclusions thoughtfully using the Search Suggestion Exclusion List to maintain high-quality and relevant suggestions.
- Monitor the pruning and scoring mechanisms to ensure suggestions remain up-to-date and useful.
This functionality is designed for search configurations supporting the enhanced chat experience, such as the Now Assist in Virtual Agent search application.
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:
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. |