Provide users with powerful and flexible search
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Summary of Provide users with powerful and flexible search
ServiceNow’s AI Search delivers advanced search capabilities designed to help users efficiently find relevant answers. It supports a powerful query language, linguistic features, and configurable settings to enhance search accuracy and user experience across multiple languages.
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Key Features
- Powerful query language: Users can query indexed terms and phrases with Boolean and wildcard operators for precise control. Documentation on supported syntax guides administrators in enabling complex queries.
- Auto-complete search queries: Search suggestions appear as users type, including recent, popular queries and personal search history. Administrators configure suggestion types within AI Search application settings.
- Language-sensitive lemma and Unicode normalization: Supports natural language search by expanding query terms to match alternate word forms and inflections automatically, covering many global languages without additional configuration.
- Configurable synonyms: Administrators create language-specific synonym dictionaries that expand user queries to include equivalent terms, improving search recall and natural language handling.
- Configurable stop words: Frequently occurring irrelevant terms can be excluded from queries using language-specific stop word dictionaries, enhancing search precision.
- Auto-correct typos: Misspelled terms are automatically corrected based on indexed content, with corrections shown above results and the option to revert to the original query. This feature supports multiple languages and is configurable by administrators.
Practical Impact for ServiceNow Customers
By leveraging these AI Search features, ServiceNow customers can provide users with a more intuitive and effective search experience. Enhanced query handling, linguistic normalization, and configurable dictionaries ensure users find relevant information faster, even when queries include typos or varied terminology. Administrators have control over linguistic settings to tailor search behavior to organizational needs and supported languages.
AI Search includes search features that help users find the answers they need.
- Powerful query language
Query for indexed terms and phrases. Control query logic with Boolean operators. Match a range of indexed terms using wildcard operators.
For a complete guide to supported query language syntax and operators, see AI Search query language.
- Auto-complete search queries
Display suggestions in the input field as users compose their searches. Suggestions include recent and popular search queries and results as well as entries from the user's personal search history.
Auto-complete suggestions are linguistic features that search administrators configure in search application configurations. For more information on auto-complete suggestion type settings, see Configure an auto-complete suggestion type in an AI Search application configuration.
- Language-sensitive lemma and Unicode normalization of search query terms
Support natural language search by expanding search query terms to match alternate inflections and forms. AI Search supports language-specific lemma normalization for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French, French - Canada, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmål), Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese, and Turkish. It supports Unicode normalization for content in all ServiceNow AI Platform® languages.
Lemma and Unicode normalization are linguistic features that don't require configuration. For more details on normalization behavior, see Lemma and Unicode normalization.
- Expand search query terms using configurable synonyms
Improve search recall by configuring language-specific dictionaries of terms with equivalent meanings or usage. When a search query includes any of these terms, AI Search expands it to include all equivalent terms, providing users with a more natural search experience.
Synonyms are linguistic features that search administrators configure in search profiles. For details on configuring synonyms and synonym dictionaries, see Synonyms. AI Search supports synonym dictionaries for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French, French - Canada, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmål), Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese, and Turkish.
- Remove excessively frequent search terms using configurable stop words
Increase search precision by configuring language-specific dictionaries of frequently appearing terms that dilute search relevancy. AI Search removes these stop words from user search queries to exclude irrelevant results.
Stop words are linguistic features that search administrators configure in search profiles. For details on configuring stop words and stop word dictionaries, see Stop words. AI Search supports stop word dictionaries for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French - Canada, French, German, Hebrew, Hungarian, Italian, Norwegian (Bokmål), Polish, Portuguese, Russian, Spanish, Swedish, and Turkish.
- Auto-correct typos in search query terms
Automatically replace misspelled search query terms with spellings found in indexed content. Typo corrections are displayed above search results. Users can always choose to repeat the search with their original query terms.
Typo handling auto-correction is a linguistic feature that search administrators configure in search profiles. For details on controlling the set of available auto-correction terms, see Typo handling. AI Search supports derivation of auto-correction terms for Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French - Canada, French, German, Hebrew, Hungarian, Italian, Norwegian (Bokmål), Polish, Portuguese, Russian, Spanish, Swedish, and Turkish.