Configuring AI Search for the product catalog

  • Release version: Zurich
  • Updated November 1, 2025
  • 4 minutes to read
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    Summary of Configuring AI Search for the product catalog

    AI Search enhances the product catalog experience in Sales Customer Relationship Management by enabling semantic and keyword queries to find relevant product offerings and service specifications. It searches across product characteristics, bundles, and child offerings, delivering results based on context and intent rather than exact keyword matches. This improves the accuracy and relevance of search results in the product catalog interface.

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    Key Features

    • Indexed Sources: AI Search indexes records from the Product Offering and Service Specification tables, leveraging product characteristics and attributes defined in the Configuration JSON field.
    • Semantic Index Configuration: Controls embedding models and indexing settings to optimize semantic search capabilities.
    • Search Sources: Define conditions for searchable records, such as published state and sellability for product offerings, ensuring only relevant items appear in search results.
    • Search Profiles: Manage and customize the search experience with settings for synonyms, stop words, typo handling, and result improvement, allowing fine-tuning of search behavior.
    • Search Application Configurations: Specify the search engine, search profile, and autocomplete suggestions to tailor the search interface.
    • Roles and Permissions: Product catalog administrators have the aisadmin role, enabling full management of content indexing and AI Search settings.

    Implementation Steps

    • Installation: For customers upgrading from releases prior to Zurich, install AI Search for Next Experience. New Zurich customers have it pre-installed.
    • ServiceNow Otto for Sales Automation: Install this plugin (and its dependencies) if entitled, to enable the AI Search Retrieval Augmented Generation (RAG) application. Without it, only basic keyword (Zing) search is available.
    • Scheduled Jobs: Run jobs to populate product offering categories (if upgrading) and to publish stop word dictionaries, search profiles, and index tables, ensuring the search environment is properly configured.
    • Enable AI Search: Activate AI Search in the product catalog by setting the enableaisearchincatalog property to true.

    What Customers Can Expect

    Once configured, AI Search provides a powerful, context-aware search experience that helps agents and customers quickly find relevant products and services in the catalog. The semantic capabilities improve result relevance beyond simple keyword matches, enhancing productivity and customer satisfaction. Product catalog admins can further customize and manage AI Search settings to align with business needs.

    Configure and manage the implementation of AI Search in the product catalog for Sales Customer Relationship Management.

    How AI Search works in the catalog interface

    AI Search in the product catalog for Sales Customer Relationship Management transactions enables agents and customers to use semantic queries combined with keyword queries to find relevant product offerings and service specifications.

    AI Search looks across all product offerings and service specifications, including product characteristics, bundled product offerings, and child offerings, to return results in the product catalog interface.

    For example, entering the term sedan finds any products that contain this characteristic, parent products containing child products with this characteristic, and related products that have semantic similarity to this search term or results. Semantic similarity considers the context behind user queries, such as the user intent, to determine relevant results even if the exact terms or phrases aren’t provided​.

    To enhance the accuracy of semantic results, AI Search uses the AI Search Retrieval Augmented Generation (RAG) application, which matches user queries with indexed records based on both keyword and semantic similarity.

    The main elements of AI Search for product catalog include the following:

    Indexed source
    Defines the table records to be indexed for product catalog search:
    • The Product Offering Indexed source uses the Product Offering [sn_prd_pm_product_offering] table as the source. The Configuration JSON field in the Product Offering table provides the characteristic options and attributes for products, which are used by AI Search to find catalog items by characteristics and options.
    • The Service Specification indexed source uses the Service Specification [sn_prd_pm_service_specification] table as the source.
    • Semantic Index Configuration settings define the embedding model, chunking configuration, and the semantic index fields used to control semantic indexing in AI Search. To learn more about semantic indexing, see Semantic index configuration for indexed sources.
    For more information on indexed sources, see Indexed sources in AI Search.
    Search source
    A search source defines the searchable set of indexed records to be used and the conditions for items that can be searched. For example, the Product Offering Search source has two conditions that a product offering must meet so that it's returned as a search result:
    • [State] [is] [published]
    • [Sellable] [is] [true]

    The Service Specification Search source has one condition, [State] [is] [published], that a specification must meet so that it's returned as a search result.

    For more information on search sources, see Search sources in AI Search.
    Search profiles
    Search profiles (Product Offering Search Profile and Service Specification Search Profile) manage the search experience offered to users and the data to be searched. You can fine-tune the synonyms, stop words, typo handling rules used in auto-correction, and result improvement rules that control the product catalog search experience. To learn more about the features that can be changed in a search file, see Search profiles in AI Search.
    Search application configurations
    Search application configurations define the search engine used, the search profile used, and also auto-complete suggestions. For details about these configurations, see Search application configurations.

    Product catalog admins inherit the ais_admin role, which enables them to create, read, update, and delete content indexing and search settings for AI Search.

    Implementing AI Search for product catalog

    Users with the admin role perform the following steps to implement AI Search for the product catalog.
    1. Install AI Search for Next Experience only if you upgraded from Tokyo or a previous release.

      Skip this step if you're a new customer using the Zurich release or if your instance was zBooted in the Zurich release. AI Search for Next Experience is automatically installed.

    2. Configure ServiceNow Otto for Sales Automation.
      Depending on your entitlements, the ServiceNow Otto for Sales Automation plugin might be automatically installed. If it is not automatically installed but you have the appropriate entitlements, install the ServiceNow Otto for Sales Automation plugin (sn_som_gen_ai). This plugin installs the AI Search RAG plugin (sn_ais_rag) and the AI Search Semantic Controller plugin (com.glide.ais.semantic_search) for the AI Search Retrieval Augmented Generation (RAG) application used by AI Search for product catalog.
      Note:
      If you don’t install ServiceNow Otto for Sales Automation plugin (sn_som_gen_ai), the product catalog interface provides simple keyword search, also known as Zing search.
    3. Run scheduled job to populate product offering categories only if you upgraded to the Zurich.

      This step adds the product offering categories field to the Product Offering table. Skip this step if you're a new customer using the Zurich release or if your instance was zBooted in the Zurich release.

    4. Run scheduled job to publish stop words dictionary, search profiles, and index tables.

      This scheduled job sets up the indexes and publishes the stop word dictionary and search profiles used in AI Search for product catalogs.

    5. Enable AI Search in product catalog.

      Set the enable_ai_search_in_catalog property to true, which enables AI Search for the product catalog interface and verifies that the necessary files are configured to run AI Search.

    After AI Search has been implemented, product catalog admins can manage and customize various AI Search features if needed. Product catalog admins inherit the ais_admin role, which enables them to create, read, update, and delete content indexing and search settings for AI Search.