Exploring AI Search

Learn about AI Search features that enable you to provide consumer-grade search experiences for your users.

• AI Search architecture
  The AI Search index stores data from ServiceNow AI Platform® records or external sources and makes that data available for users to search in multiple applications. Search query features use ServiceNow AI Platform technologies to improve the search user experience.
• AI Search configuration
  Search administrators configure AI Search indexing and search settings in indexed sources, search sources, search profiles, and search application configurations.
• Index searchable content from ServiceNow AI Platform tables and external sources
  Make alphanumeric content from text and string fields on your records searchable by configuring an indexed source. Each indexed source retrieves data from a table and adds it to the AI Search index.
• Control access to searchable content using search sources
  A search source defines a subset of indexed content that users can search using a search profile. Create search sources by applying filter conditions to content from indexed sources.
• Define search experience settings in search profiles
  Search profiles define search sources and settings for linguistic search query features. Each search profile represents an individual search experience that you want to offer users in a supported ServiceNow AI Platform® application.
• Enable AI Search in supported ServiceNow AI Platform applications
  Provide multiple search entry points across your organization by enabling AI Search as the search engine for search applications. The base system enables AI Search as the search engine for global and workspace search, Customer Service Management, Now Mobile, Service Portal, and Virtual Agent.
• Provide users with powerful and flexible search
  AI Search includes search features that help users find the answers they need.
• Generate multi-content synthesized responses
  Multi-content source synthesis lets AI Search gather and combine information from any indexed source in your system to provide comprehensive AI-generated responses to your questions.
• Enable search result refinement filters
  AI Search enables users to refine searches by filtering their results. Use source facet buckets to filter results by source, or select facets to apply filters dynamically generated from the result set.
• Display relevant and actionable search results
  AI Search provides users with clear answers for their search queries.
• Content security in AI Search
  When indexing records, AI Search preserves their ServiceNow AI Platform® security features. At query time, AI Search filters search query results and displays only records that the user can access.
• Internationalization support
  AI Search supports indexing and search for all languages offered by the ServiceNow AI Platform®. Search administrators can configure AI Search search features for languages activated in your instance.
• Use AI Search for global search and configurable workspace search in Next Experience
  AI Search is the default search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.
• Deflect incidents in Service Portal with the AI Search Assist widget
  Improve incident deflection for Service Portal users by displaying the most relevant search results within a record producer.
• Search result disparities between AI Search and Now Assist search features
  The ServiceNow AI Platform® offers a variety of search tools, which may return different answers for the same or similar searches. This disparity in results is expected. It occurs because each tool uses a different approach and architecture to find results and generate answers that match your search.

Parent Topic:AI Search