Now Assist in AI Search properties

  • Release version: Washingtondc
  • Updated July 1, 2025
  • 3 minutes to read
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    Summary of Now Assist in AI Search properties

    This section provides details on system properties that can be configured to modify the behavior of Now Assist in AI Search, specifically for Genius Results. These configurations help enhance the search experience and control how AI Search utilizes caches and the Now LLM Service in retrieving answers.

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    Key Features

    • snaisassist.semanticcachemode: Controls the operational mode for caching Genius Results. Options include:
      • off: Uses first-level cache only.
      • offline: Utilizes first-level and second-level caches without querying the Now LLM Service.
      • online: Employs both caches and the Now LLM Service for answer generation.
    • snaisassist.ullmapitimeout: Sets the maximum wait time for answer generation results from the Now LLM Service (default is 120 seconds).
    • snaisassist.uquestionregex: Defines a Java regular expression pattern to specify which search queries are eligible for Q&A answer generation.
    • snaisassist.usanitizehtml: Option to remove HTML tags from Knowledge article text before processing (default is false).

    Key Outcomes

    By configuring these properties, ServiceNow customers can tailor the functionality of Now Assist in AI Search to better meet their needs, improve response accuracy, and manage search efficiency effectively. Each property allows for customization that can lead to enhanced user satisfaction and productivity in accessing relevant information.

    System properties that you can use to modify behavior for Now Assist in AI Search Genius Results.

    These properties are available for Now Assist in AI Search.
    Note:
    To open the System Property [sys_properties] table's list view, select All, enter sys_properties.list in the Filter field, and press Enter.
    Table 1. Properties for Now Assist in AI Search
    Property Description
    sn_ais_assist.semantic_cache_mode

    Operational mode for the Now Assist Q&A Genius Results caches. Use this mode to control how AI Search uses the caches and the Now LLM Service when looking for Now Assist Q&A Genius Result answers.

    For details about how AI Search caches Now Assist Q&A Genius Result answers, see Caching for Now Assist Q&A Genius Results.
    • Type: string
    • Default value: off
    • Supported values:

      • off: Use the first-level cache and the Now LLM Service to find Now Assist Q&A Genius Result answers.

        AI Search looks in the first-level cache for Now Assist Q&A Genius Result answers that exactly match your search query and Knowledge article result. If it doesn't find a matching answer, it sends your query and Knowledge article sys_id to the Now LLM Service for answer generation.

        Now Assist Q&A Genius Result answers generated by the Now LLM Service populate the first-level cache.

        When using Dynamic Translation, AI Search bypasses the caches and queries the Now LLM Service to generate an answer for the Now Assist Q&A Genius Result.

      • offline: Use the first-level and second-level caches to find Now Assist Q&A Genius Result answers. Don't submit queries to the Now LLM Service.

        AI Search looks in the first-level cache for Now Assist Q&A Genius Result answers that exactly match your search query and Knowledge article result. If it doesn't find a matching answer, it uses semantic vector search to look for answers that match the meaning of your query in the second-level cache. If no cached answers match your query and Knowledge article result, AI Search returns no answer for the Now Assist Q&A Genius Result.

        Now Assist Q&A Genius Result answers found in the second-level cache populate the first-level cache.

        When using Dynamic Translation, AI Search bypasses the caches and returns no answer for the Now Assist Q&A Genius Result.

      • online: Use the first-level and second-level caches and the Now LLM Service to find Now Assist Q&A Genius Result answers.

        AI Search looks in the first-level cache for Now Assist Q&A Genius Result answers that exactly match your search query and Knowledge article result. If it doesn't find a matching answer, it uses semantic vector search to look for answers that match the meaning of your query in the second-level cache. If no cached answers match your query and Knowledge article result, AI Search submits the query and article sys_id to the Now LLM Service for answer generation.

        Now Assist Q&A Genius Result answers generated by the Now LLM Service populate the first-level and second-level caches.

        When using Dynamic Translation, AI Search bypasses the caches and queries the Now LLM Service to generate an answer for the Now Assist Q&A Genius Result.

    • Location: Not present in the System Property [sys_properties] table by default. To override the default value, add this property by following the steps in Add a system property.
    sn_ais_assist.u_llm_api_timeout Maximum time in seconds to wait for Now Assist Q&A answer generation results from the Now LLM Service.
    • Type: integer
    • Default value: 120
    • Location: Not present in the System Property [sys_properties] table by default. To override the default value, add this property by following the steps in Add a system property.
    sn_ais_assist.u_question_regex

    Case-insensitive Java regular expression pattern that defines searches eligible for Now Assist Q&A answer generation. As an example, the pattern ^(what|where|when|why|who|whom|which|how)\b restricts eligibility to search queries that begin with one of the specified keywords.

    When this system property has a value defined, only searches in supported applications that match the specified pattern are eligible for Now Assist Q&A answer generation.

    When no value is defined, all searches in supported applications are eligible for Now Assist Q&A answer generation.

    • Type: string
    • Default value: none
    • Location: System Property [sys_properties] table

    To learn about Java regular expression pattern syntax, see the Javadoc for the java.regex.util.Pattern class.
    sn_ais_assist.u_sanitize_html

    Option to remove HTML tags from Knowledge article text before sending to the Now LLM Service for Now Assist Q&A answer generation.

    • Type: true | false
    • Default value: false
    • Location: Not present in the System Property [sys_properties] table by default. To override the default value, add this property by following the steps in Add a system property.