AI Search release notes
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Summary of AI Search release notes
The ServiceNow AI Search application delivers a consumer-grade search experience integrated with the ServiceNow AI Platform. The Australia release introduces significant enhancements to improve search relevance, user experience, and actionable AI-driven results. AI Search is active by default and supports multimodal content, hybrid search capabilities, and integration with Now Assist for enriched responses.
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Key Features
- Multimodal Captioning: Automatically generates descriptive captions for images, tables, charts, and visual elements in attachments, enabling keyword search within these visuals.
- Hybrid Search Mode: Combines keyword and semantic search to deliver more precise, contextually relevant results with fewer zero-results. This mode is configurable by administrators on instances with Now Assist in AI Search installed.
- Integration with Now Assist: AI Search can be configured as the source for Ask Now Assist suggestions in enhanced chat, enabling features like suggestion term highlighting, wildcard searching, and lemmatization.
- Now Assist Multi-Content Response Genius Results: Supported in global and workspace searches to provide actionable, AI-generated answers. Activating this feature overrides other Genius Result configurations to focus on Now Assist responses.
- Search Preview UI: Updated administrative tools provide detailed insights into search query behavior, allowing preview of results in keyword or hybrid modes, review of Genius Results, and configuration of search profiles.
- UI Customizations: Administrators can enable or disable borders between search result cards on portal and global search result pages for improved visual distinction.
- Security and Permissions: Search administrators with the aisadmin role can manage Search Suggestions tables without full admin access, enhancing security and control.
- New Plugin - Platform Multimodal Service: Supports automatic caption generation for multimodal content in attachments indexed for search.
Key Outcomes for ServiceNow Customers
- Improved search precision and relevance through hybrid search, reducing zero-result queries and enhancing user satisfaction.
- Enhanced content discoverability by enabling keyword search within images and other visual attachments.
- More actionable and contextually relevant AI-generated responses in chat and search, improving support and user engagement.
- Greater administrative control and insight into search behavior and configurations through the refreshed Search Preview UI and role-based access controls.
- Flexible UI options to tailor the search results presentation to organizational preferences.
- Expanded integration capabilities with external content sources and Now Assist, enabling a comprehensive and intelligent search experience.
The ServiceNow® AI Search application provides a consumer-grade search experience for ServiceNow AI Platform® users. AI Search was enhanced and updated in the Australia release.
AI Search highlights for the Australia release
Find Knowledge [kb_knowledge] table attachments containing images, tables, charts, and other visual elements by searching for keywords from automatically generated multimodal descriptive captions.
Australia Patch 1
- Provide actionable search and chat responses in global and workspace search with support for Now Assist Multi-Content Response Genius Results.
- Improve search precision and contextual relevance with hybrid search, available on instances that have Now Assist in AI Search installed.
- Augment the enhanced chat experience by configuring AI Search as the source for Ask Now Assist suggestions.
- Gain insights into search behavior with a refreshed and updated Search Preview UI.
See AI Search for more information.
New in the Australia release
- Australia Patch 1
- Improve search precision and contextual relevance with hybrid search
- Beginning with Now Assist in AI Search 15.0, administrators on instances with Now Assist in AI Search installed can enable the new hybrid search mode. Hybrid search combines keyword-based search with semantic understanding to deliver more accurate and relevant search results, with fewer zero-result searches.
- Configure AI Search as the source for Ask Now Assist suggestions
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Admins can configure the system to use AI Search as the source for Ask Now Assist suggestions in enhanced chat. Making this change activates suggestion term highlighting in Ask Now Assist and provides improvements such as wildcard searching and lemmatization for suggestions.
UI changes
- By default, AI Search displays no borders between search result cards on the portal search results page. Administrators can enable display of borders between search result cards on the portal search results page by configuring the Faceted Search Service Portal widget.
- By default, AI Search displays no borders between search result cards on the global search results page. Administrators can enable display of borders between search result cards on the global search results page by configuring the search result wrapper component for the Unified Navigation app in UI Builder.
Changed in this release
- Australia Patch 1
- Now Assist Multi-Content Response Genius Results
- If you have Now Assist in AI Search installed, Now Assist Multi-Content Response Genius Results are supported in global and workspace search. Activating Now Assist Multi-Content Response Genius Results in global or workspace search profiles overrides all other Genius Result configurations, so that global and workspace searches only display Genius Result answers from Now Assist Multi-Content Response Genius Results. Virtual Agent topic citations from Now Assist Multi-Content Response Genius Result answers in global or workspace search open the selected topic in the Now Assist panel so the user can continue their conversation on that topic.
- Search Suggestions
- Search administrators with the ais_admin granular admin role can access all Search Suggestions tables. Assign search administrators this role to eliminate needless propagation of full admin access.
- Gain insights into search behavior with a refreshed and updated Search Preview UI.
- Preview search query results using settings from a search application configuration or a search profile. Choose between keyword and hybrid search modes. Display search results as individual EVAM cards or as a JSON-format search query response object, with search and syntax highlighting. Review search query behavior and results and specify search query settings with the new Summary, Genius Results, Details, and Profile admin tools.
Activation information
AI Search is a ServiceNow AI Platform feature that is active by default.
Browser requirements
AI Search doesn’t support Internet Explorer.
Localization information
AI Search supports international languages. For details of language support by feature, see Internationalization support for AI Search.