Knowledge base articles Genius Results

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.

Important:

Starting with the Now Assist in AI Search 11 release, the Knowledge base articles Genius Results feature is in maintenance mode. This feature will remain available but will not be updated or supported. Similar and improved functionality is available in the newer Summary Genius Results feature. For more details on this feature, see Summary Genius Results.

Knowledge base articles Genius Results overview

Knowledge base articles Genius Results send the most relevant knowledge articles from your search to the LLM, which generates answer snippets from the articles' HTML fields.

Each Knowledge base articles Genius Result answer card displays up to three generated answer snippets. For reference, the answer card also includes a link you can select to view the source knowledge articles.

The Knowledge base articles Genius Result answer card contains a snippet that summarizes a knowledge article. Select the answer card's View article action link to view the full knowledge article.

Note:

Because the Knowledge base articles Genius Result answer is automatically generated, it's a good idea to review it for accuracy. You can provide feedback on the answer by selecting the thumbs-up icon if the generated answer is accurate, or the thumbs-down icon if it's not. Your feedback helps ServiceNow improve future versions of this Genius Result configuration.

Knowledge base articles Genius Results use semantic vector search and legacy keyword search to find knowledge articles that best match the meaning and intent of your search query. For more details on semantic vector search, see Semantic vector search in AI Search.

The Knowledge base articles Genius Result configuration replaces the original Q&A Genius Result configuration from the base system. The base system's configuration extracts answers from knowledge articles using internal routines instead of using the LLM. To learn more about the base system's Q&A Genius Result configuration, see Knowledge base articles Genius Results.

Enabling Knowledge base articles Genius Results

You can enable Knowledge base articles Genius Results in your AI Search portals and mobile applications using the ServiceNow® Otto for AI Search Setup module. For details on this procedure, see Enable ServiceNow Otto for AI Search Genius Results in AI Search portals and mobile applications.

To use Knowledge base articles Genius Results in global search, you can enable the configuration in the AI Search for Next Experience application. For details on this procedure, see Enabling Knowledge base articles Genius Results.

Note:

When you activate Knowledge base articles Genius Results in a search application, they're available to all users who search using that application.

Limitations

By default, Knowledge base articles Genius Results only support English-language searches. Administrators can enable support for other languages by activating Dynamic Translation. To learn more about how content and answers are translated, see Dynamic Translation for Knowledge base articles Genius Results. For more details on Dynamic Translation, see Dynamic Translation.

Knowledge articles that are boosted or promoted by result improvement rules are more likely to appear as Knowledge base articles Genius Results, but aren't guaranteed to appear.

Note:

The Knowledge search property settings don't affect Knowledge base articles Genius Results. For more information on these settings, see Knowledge search properties.

If you have the External Content Connectors ServiceNow® Store application installed, Knowledge base articles Genius Results exclude search results retrieved from external content source systems when generating answers.

Answer snippet creation for Knowledge base articles Genius Results

AI Search uses the LLM to create each Knowledge base articles answer snippet from a knowledge article record's HTML fields. Each answer card can include up to three snippets. These snippets may all be generated from the same source article or from different source articles.

LLM automatically determines which elements of a knowledge article's text to include in an answer snippet. You can't configure the criteria for this behavior.

The LLM summarizes and abstracts content from the knowledge articles' text fields. Answer snippets displayed on Knowledge base articles Genius Result answer cards may not exist word for word in the source records.

Both AI Search content retrieval and the LLM are continually improving, so Knowledge base articles results for specific queries may vary over time. Because results from the LLM are non-deterministic, you should expect a higher answer variability compared to the base system's Q&A Genius Results.

Interaction with other search features

The following table describes the interactions between Knowledge base articles Genius Results and other search features.

Feature	Interaction with Knowledge base articles Genius Results
Result improvement rules	When computing Knowledge base articles Genius Result answers for a search query, AI Search applies result improvement rules normally. The effects depend on the result improvement rule's action, as follows: block: Knowledge base articles Genius Results don't generate answers from blocked records. boost or promote: Boosted and promoted records are more likely to be used when generating Knowledge base articles Genius Result answers.
Stop words	Knowledge base articles Genius Results use a blend of semantic vector search, which doesn't support stop words, and keyword-based search. AI Search only removes stop words from keyword-based searches, so answers may not reflect your stop words settings.
Synonyms	Knowledge base articles Genius Results use a blend of semantic vector search, which doesn't support synonyms, and keyword-based search. AI Search expands synonyms in keyword-based searches, so your synonyms are likely to improve the relevancy of Genius answers.
Typo handling	When computing Knowledge base articles Genius Result answers for a search query, AI Search corrects misspelled terms in the query.

• Enabling Knowledge base articles Genius Results
  As a search administrator, you can use the Knowledge base articles Genius Results skill in AI Search portals and mobile applications by enabling the skill in search profiles. You can also use the skill in global search by enabling Knowledge base articles Genius Results in the AI Search for Next Experience application.
• Define a query filter for Knowledge base articles Genius Results
  Define a Java regular expression pattern that a search must match to be eligible for triggering Knowledge base articles Genius Results. Searches that don't match this pattern don't return Genius Result answers from Knowledge base articles Genius Results.
• Change the minimum search term count for Knowledge base articles Genius Results
  Specify the minimum number of terms that a search must contain to be eligible for triggering Knowledge base articles Genius Results. Searches with fewer terms don't return Knowledge base articles Genius Result answers.
• Dynamic Translation for Knowledge base articles Genius Results
  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.
• Caching for Knowledge base articles Genius Results
  AI Search provides two query-time caches to improve search performance for Knowledge base articles Genius Results. Caching enables AI Search to return previously generated answers without submitting knowledge articles to the Now LLM Service for answer generation.