Configure AI Search as the source for Ask ServiceNow Otto suggestions

  • Release version: Zurich
  • Updated July 25, 2026
  • 1 minute to read

    • Enable term highlighting in enhanced chat's Ask ServiceNow Otto suggestions by configuring AI Search as the source for those suggestions.

    Before you begin

    You must have at least Now Assist in AI Search 15 installed.

    Role required: admin

    About this task

    By default, Ask ServiceNow Otto suggestions are generated using a prefix-based GlideAggregate query against the Utterance Suggestion [sys_suggested_utterance] table.

    Admins can configure the system to use AI Search as the source for Ask ServiceNow Otto suggestions in enhanced chat. Making this change activates suggestion term highlighting in Ask ServiceNow Otto and provides improvements such as wildcard searching and lemmatization for suggestions.

    For more information on Ask ServiceNow Otto suggestions in enhanced chat, see Enhanced chat.

    Procedure

    1. Index all content for the Ask ServiceNow Otto Suggestions indexed source.
      1. Navigate to All > AI Search > AI Search Index > Indexed Sources.
      2. Open the record for the Ask ServiceNow Otto Suggestions indexed source.
      3. Select Index All Tables.
    2. Publish the Ask ServiceNow Otto Suggestions search profile.
      1. Navigate to All > AI Search > Search Experience > Search Profiles.
      2. Open the record for the Ask ServiceNow Otto Suggestions search profile.
      3. Select Publish.
    3. Navigate to the list view for the System Property [sys_properties] table.
      1. Navigate to All.
      2. In the Filter field, enter sys_properties.list, then press Enter.
    4. Search for the glide.search.suggestions.utterance.use_ais system property record and perform the appropriate steps depending on whether it exists or not.
      • If the glide.search.suggestions.utterance.use_ais record already exists in the System Property table, open it.
      • If no record with the name glide.search.suggestions.utterance.use_ais exists in the System Property table, select New, then enter glide.search.suggestions.utterance.use_ais as the name for your new system property and select true | false as its type.
    5. On the System Property form, set the system property's value to true, then select Update.