--- sourceDocument: Australia ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/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 across Service Portal, Virtual Agent, Employee Center, and global searches by integrating a large language model (LLM) with indexed content. This integration provides actionable, AI-generated answers grounded in relevant content, improving the accuracy and usefulness of search results. Show full answer Show less ## Key Features * **AI Genius Result Configurations:** * **Summary Genius Results:** Synthesizes answers from multiple content sources including knowledge articles, Service Catalog items, Knowledge Graph nodes, chat searches, and external documents. * **Knowledge Base Articles Genius Results:** Generates answers from the most relevant knowledge base articles using the LLM. * **External Content Q\&A Genius Results:** Creates Q\&A style answers from Microsoft SharePoint Online documents. * **Actions Genius Results:** Uses the Now LLM Service to filter and display relevant Catalog Item and Virtual Agent topic results. * **Disambiguation Support:** Configurable follow-up questions help clarify broad or unclear searches before providing answers. * **Answer Cards:** AI-generated answers are presented with links to their source records or external documents for easy reference. * **Language Support:** Natively supports English with additional languages available through Dynamic Translation. * **Domain Separation:** Ensures AI-generated content respects domain boundaries, restricting data access to the user's domain and preventing data co-mingling. ## Implementation Steps * Install and activate the ServiceNow Otto for AI Search plugin on your instance. * Configure Genius Results for desired search areas (Service Portal, Virtual Agent, Employee Center, global search). * Review installed components and adjust settings as needed. ## Important Considerations * **Model Provider Availability:** Some AI models and features may not be available in certain regions, data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or regulated markets. Customers should consult the latest availability updates. * **AI Limitations:** AI outputs may not always be accurate or complete. Customers must test and evaluate results for appropriateness and exercise human oversight, especially in high-impact domains like healthcare, finance, or security. * **Data Processing and Privacy:** Data from customer instances may be transferred to centralized ServiceNow environments or third-party cloud providers following ServiceNow's internal policies. Customers can opt out of data collection used for improving AI technologies. 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.") | [ ] {#now-assist-ais__table_wzb_rmc_wyb} 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. {#now-assist-ais__ul_j3b_4vd_wcc} ## 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 [Now Assist 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 [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-ais__p_pv2_nfg_h1c}