User search analyzer
Summarize
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 User search analyzer
The User Search Analyzer dashboard in Now Assist provides ServiceNow administrators and Knowledge managers with detailed insights into user search behavior and the effectiveness of search results, particularly those delivered as Genius Results. This tool helps optimize the self-service experience by identifying how well Knowledge Base articles and catalog items meet user needs and where improvements can be made.
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Key Features
- Queries with Genius Results: Displays the total number of user search queries that returned Genius Results, which can include multiple relevant results per query.
- Genius Result Engagement: Tracks user interactions with Genius Results, such as asking follow-up questions, viewing full answers, or clicking on citations within the result card.
- Response Time: Shows the average time taken for Genius Results to load, helping assess performance and user experience.
- Genius Result to Chat Handoff: Measures how often users transition from a Genius Result to a live chat by clicking the "Ask a follow-up" button.
- Citation Engagement: Captures interactions with citations within Genius Results, indicating the usefulness of referenced content.
- Feedback Indicators: Tracks positive (thumbs up) and negative (thumbs down) user feedback on Genius Results to gauge satisfaction and identify content gaps.
- Genius Results by Content Type: Breaks down Genius Results into those featuring Knowledge Base articles and catalog items, providing insights into which content types are most effective.
- Top Queries: Lists the top ten most common search queries that yielded Genius Results, separately for Knowledge Base articles and catalog items, allowing targeted content improvements.
Benefits for ServiceNow Customers
By leveraging the User Search Analyzer dashboard, ServiceNow customers can:
- Understand which search queries successfully return relevant Knowledge Base articles and catalog items, enhancing self-service effectiveness.
- Identify user engagement patterns with search results to refine content and improve user satisfaction.
- Monitor response times to ensure a smooth and responsive search experience.
- Use feedback metrics to continuously improve Knowledge content quality and relevance.
- Focus content development efforts on the most frequent and impactful search queries.
Overall, this dashboard empowers Knowledge administrators to enhance search-driven self-service, reduce support load, and improve user experience through data-driven content optimization.
Gain insights into user search queries and results provided by Now Assist.
The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search.
The indicators on the User search analyzer dashboard page provide the following insights. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.
- Search queries that yielded Knowledge Base articles and catalog items as Genius Result.
- Distribution of search queries by the source that they originated from, for example, Now Assist in Virtual Agent, Service Portal.
- List of the most common queries that did or didn’t yield genius results.
User search analyzer indicators
- Queries with Genius Results
- This area of the dashboard total number of search queries that had a Genius Result returned by Now Assist. Note:A query can have more than one genius result.
Figure 2. Queries with Genius Results indicator - Genius Result Engagement
- This area of the dashboard shows the number of genius results returned by Now Assist that covers the interactions like "Ask a follow up" or "Show full answer", and clicking on citations within the result card.
Figure 3. Genius Result engagement indicator - Genius Result response time
- This area of the dashboard shows the average response time taken for a Genius Result to load.
Figure 4. Genius Result response time indicator - Genius Result to chat handoff
- This area of the dashboard shows the number of times users clicked the Ask a follow-up button within the synthesized Genius Result.
Figure 5. Genius Result to chat handoff indicator - Genius Results citation engagement
- This area of the dashboard shows the number of interactions with citations within Genius Result returned by Now Assist.
Figure 6. Genius Results citation engagement indicator - Feedback (Thumbs up)
- This area of the dashboard shows the count for positive feedback for Genius Result returned by Now Assist.
Figure 7. Feedback (Thumbs up) indicator - Feedback (Thumbs down)
- This area of the dashboard shows the count for negative feedback for Genius Result returned by Now Assist.
Figure 8. Feedback (Thumbs down) indicator - Genius Results with Knowledge Base
- This area of the dashboard shows the number of search queries where Now Assist returned Knowledge Base articles as Genius Result for the users to review.
Figure 9. Genius Results with Knowledge Base indicator - Genius Results with Catalog Item
- This area of the dashboard shows the number of search queries where Now Assist returned catalog items as Genius Result for the users to review.
Figure 10. Genius Results with Catalog Item indicator - Top 10 queries with Knowledge Base Genius Result
- This area of the dashboard shows the top ten search queries where Now Assist returned Knowledge Base as Genius Result, with respective query count.
Figure 11. Top 10 queries with Knowledge Base Genius Result - Top 10 queries with Catalog Item Genius Result
- This area of the dashboard shows the top ten search queries where Now Assist returned catalog items as Genius Result, with respective query count.
Figure 12. Top 10 queries with Catalog Item Genius Result indicator