Provide users with powerful and flexible search
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Summary of Provide users with powerful and flexible search
AI Search in ServiceNow offers advanced search capabilities designed to help users efficiently find relevant answers by leveraging a range of linguistic and configurable features. These features enhance search accuracy, recall, and user experience across multiple languages supported by the ServiceNow AI Platform®.
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Key Features
- Powerful Query Language: Supports querying indexed terms and phrases with Boolean logic and wildcard operators to construct precise searches.
- Auto-complete Search Queries: Displays dynamic suggestions including recent and popular queries, personal search history, and results as users type, configurable by search administrators.
- Language-sensitive Lemma and Unicode Normalization: Expands queries to include alternate word forms and inflections automatically, supporting a wide range of languages without requiring additional configuration.
- Configurable Synonyms: Enables expansion of search queries using language-specific synonym dictionaries to improve search recall by including equivalent terms.
- Configurable Stop Words: Allows removal of frequent but irrelevant terms from queries to improve search precision by excluding dilutive words via stop word dictionaries.
- Auto-correct Typos: Automatically corrects misspelled query terms based on indexed content, displaying corrections above results and allowing users to revert to original queries.
Practical Benefits for ServiceNow Customers
- Deliver a more intuitive and natural search experience for users across multiple languages.
- Improve accuracy and relevance of search results by handling linguistic variations and common user errors.
- Increase efficiency by enabling users to find relevant content faster through query suggestions and typo corrections.
- Customize search behavior through synonym and stop word dictionaries to better fit organizational terminology and needs.
- Simplify administration with many linguistic features enabled by default, while providing options for tailored configuration.
AI Search includes search features that help users find the answers they need.
- Powerful query language
Query for indexed terms and phrases. Control query logic with Boolean operators. Match a range of indexed terms using wildcard operators.
For a complete guide to supported query language syntax and operators, see AI Search query language.
- Auto-complete search queries
Display suggestions in the input field as users compose their searches. Suggestions include recent and popular search queries and results as well as entries from the user's personal search history.
Auto-complete suggestions are linguistic features that search administrators configure in search application configurations. For more information on auto-complete suggestion type settings, see Configure an auto-complete suggestion type in an AI Search application configuration.
- Language-sensitive lemma and Unicode normalization of search query terms
Support natural language search by expanding search query terms to match alternate inflections and forms. AI Search supports language-specific lemma normalization for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French, French - Canada, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmål), Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese, and Turkish. It supports Unicode normalization for content in all ServiceNow AI Platform® languages.
Lemma and Unicode normalization are linguistic features that don't require configuration. For more details on normalization behavior, see Lemma and Unicode normalization.
- Expand search query terms using configurable synonyms
Improve search recall by configuring language-specific dictionaries of terms with equivalent meanings or usage. When a search query includes any of these terms, AI Search expands it to include all equivalent terms, providing users with a more natural search experience.
Synonyms are linguistic features that search administrators configure in search profiles. For details on configuring synonyms and synonym dictionaries, see Synonyms. AI Search supports synonym dictionaries for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French, French - Canada, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmål), Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese, and Turkish.
- Remove excessively frequent search terms using configurable stop words
Increase search precision by configuring language-specific dictionaries of frequently appearing terms that dilute search relevancy. AI Search removes these stop words from user search queries to exclude irrelevant results.
Stop words are linguistic features that search administrators configure in search profiles. For details on configuring stop words and stop word dictionaries, see Stop words. AI Search supports stop word dictionaries for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French - Canada, French, German, Hebrew, Hungarian, Italian, Norwegian (Bokmål), Polish, Portuguese, Russian, Spanish, Swedish, and Turkish.
- Auto-correct typos in search query terms
Automatically replace misspelled search query terms with spellings found in indexed content. Typo corrections are displayed above search results. Users can always choose to repeat the search with their original query terms.
Typo handling auto-correction is a linguistic feature that search administrators configure in search profiles. For details on controlling the set of available auto-correction terms, see Typo handling. AI Search supports derivation of auto-correction terms for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French - Canada, French, German, Hebrew, Hungarian, Italian, Norwegian (Bokmål), Polish, Portuguese, Russian, Spanish, Swedish, and Turkish.