Enabling and configuring AI Search in ServiceNow AI Platform applications
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Summary of Enabling and configuring AI Search in ServiceNow AI Platform applications
This content explains how to enable and configure the AI Search engine within various ServiceNow AI Platform applications, including Customer Service Management (CSM), Now Mobile, Service Portal, Virtual Agent, and Next Experience. AI Search enhances search capabilities across these applications to improve user experience by delivering intelligent and contextual search results.
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For each supported AI Platform application, you must define a search application configuration and specify AI Search as the search engine to activate it. Some applications require additional configuration steps to optimize AI Search functionality.
Key Features
- Customer Service Management (CSM): Supports AI Search in Customer and Consumer Service Portals, enabling enhanced search functionality for customer support channels like web, email, chat, telephone, and social media. Special configuration steps are available to enable AI Search widgets for both authenticated and unauthenticated (guest) portal users.
- Now Mobile: Allows users to submit incidents, manage tasks, and access resources via the mobile app with AI Search as the search engine. Specific configuration instructions are provided to integrate AI Search within the mobile application.
- Service Portal: Enables administrators to build responsive self-service portals with AI Search capabilities, allowing users to access platform features through intelligent search. Detailed guidance is available for enabling and configuring AI Search within Service Portal.
- Virtual Agent: Uses AI Search to improve conversational user assistance by helping users find information and perform tasks efficiently through automated chat interactions.
- AI Search for Next Experience: Provides an application to configure AI Search for Unified Navigation searches, including global search and configurable workspace search in the Next Experience interface.
Practical Benefits
- Improves search relevance and speed across multiple ServiceNow applications, enhancing user productivity and satisfaction.
- Enables consistent and intelligent search experiences for both internal users and external customers across portals and mobile platforms.
- Supports guest user access to AI Search on Customer and Consumer Service Portals, broadening accessibility.
- Facilitates configuration flexibility with specific options tailored to each application’s search context.
- Integrates AI Search with Virtual Agent to streamline automated conversational support.
Next Steps
ServiceNow customers should define search application configurations for each AI Platform application where AI Search is needed, specifying AI Search as the engine. Follow detailed configuration guides specific to each application (CSM portals, Now Mobile, Service Portal, Virtual Agent, and Next Experience) to enable and customize AI Search features effectively.
Configure and use the AI Search engine in the Customer Service Management, Now Mobile, Service Portal, and Virtual Agent applications.
For each supported ServiceNow AI Platform application that you want to use AI Search in, define a search application configuration and specify AI Search as the search engine. To learn more about search application configurations, see Search application configurations.
Some applications support additional configuration for AI Search, as described in the following sections.
Customer Service Management (CSM)
Customer Service Management enables you to provide service and support for external customers through communication channels such as web, email, chat, telephone, and social media. The CSM application includes Customer and Consumer Service Portals that support AI Search.
For details on configuring the Customer and Consumer Service Portals to use AI Search, see Configure AI Search for the Customer and Consumer Service Portals. To activate AI Search widgets so that guest users on these portals can use AI Search, see Enabling AI Search in the Customer and Consumer Service Portals for unauthenticated users.
Now Mobile
Enable your users to submit incidents and requests, manage tasks, and access company resources from anywhere using the Now Mobile app.
For details on configuring and using AI Search as the Now Mobile search engine, see AI Search in mobile.
Service Portal
Service Portal is a portal framework that enables administrators to build a mobile-friendly self-service experience for users. It interacts with parts of the ServiceNow AI Platform, so users can access specific platform features using Service Portal.
For details on enabling and using AI Search as the Service Portal search engine, see Enable and configure AI Search in Service Portal.
Virtual Agent
Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.
For information on how Virtual Agent uses AI Search, see Improving the user experience with AI Search.
AI Search for Next Experience
The AI Search for Next Experience ServiceNow® Store application enables administrators to configure AI Search as the search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.
For more information on how you can configure and use AI Search for Next Experience in global search and configurable workspace search, see AI Search for Next Experience.