--- sourceDocument: Australia ServiceNow AI Platform Administration sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/platform-administration Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # Auto-complete suggestion types included with ServiceNow Otto for AI Search # Auto-complete suggestion types included with ServiceNow Otto for AI Search {#ariaid-title1} Release version: Australia Updated July 25, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Auto-complete suggestion types included with ServiceNow Otto for AI Search ServiceNow Otto for AI Search provides an auto-complete suggestion type that offers Virtual Agent conversational prompts as search suggestions. These prompts appear to users in enhanced chat interfaces, helping guide interactions by suggesting relevant conversation starters based on prior user behavior and search results. Show full answer Show less This capability enhances both search portals and chat experiences, enabling users to quickly engage with Virtual Agent conversations directly from search suggestions. ## Key Features * **Now Assist Suggested Query Reader Group:** Displays conversational prompts derived from previous user searches that resulted in synthesized Genius Results. * **Scoring Mechanism:** Suggestions are ranked based on user interactions and ratings of past Genius Result responses, ensuring more relevant prompts are shown preferentially. * **Data Management:** User queries from Virtual Agent sessions are stored in the Utterance Suggestions \[syssuggestedutterance\] table, which is automatically pruned to remove outdated or invalid suggestions. * **Exclusion Rules:** New suggestions can be blocked or disabled if they match entries in the Search Suggestion Exclusion List \[syssearchsuggestionblacklist\], ensuring inappropriate or irrelevant prompts are not presented. * **Domain Restrictions:** Conversational prompts are scoped to the user's domain, with only global domain users able to access global suggestions. * **Configuration Details:** This reader group is not linked by default to new search application configurations. It must be explicitly enabled, especially in enhanced chat-enabled portals, to activate conversational prompt suggestions. ## Practical Application for ServiceNow Customers By leveraging this auto-complete suggestion type, ServiceNow customers can improve user engagement by offering intelligent, context-aware conversational prompts during searches. This facilitates faster problem resolution and more intuitive Virtual Agent interactions. To activate these features across different search interfaces, customers should enable the enhanced chat experience, specifically the ServiceNow Otto panel enhanced chat, and properly configure the suggestion reader group in their search application settings. Additionally, managing the Search Suggestion Exclusion List helps maintain suggestion quality and relevance, allowing administrators to control which prompts appear to users. ServiceNow® Otto for AI Search includes an auto-complete suggestion type that displays suggested ServiceNow® Otto for Virtual Agent conversational prompts. To learn more about how this auto-complete suggestion type appears to search and chat users, see [Enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). For details on configuring and using auto-complete suggestion types in your search application configurations, see [Auto-complete suggestions in AI Search applications](https://servicenow-prod.fluidtopics.net/3webB35t96NRwaF09nqFeA#auto-complete-ais "Automatically display intelligent suggestions in your search application's input field, helping users formulate their searches or jump directly to relevant results. Suggestions can include relevant search results, popular queries, recent queries from the user's personal history, and popular search results."). {#auto-complete-suggestion-types-na-ais__table_rc4_z2y_v2c__entry__2} | Auto-complete suggestion type | Description | |-|-| | Now Assist Suggested Query Reader Group for \ | Displays Virtual Agent conversational prompts based on previous user searches (utterances) that produced synthesized Genius Result responses. Selecting a suggested prompt opens a Virtual Agent conversation within the enhanced chat window or full-page experience. ServiceNow Otto for AI Search scores conversational prompt suggestions based on how search users have interacted with and rated their synthesized Genius Result responses. Suggestions with higher scores are preferentially displayed when searching. User queries from Virtual Agent conversations are stored as suggestions in the Utterance Suggestions \[sys_suggested_utterance\] table. The system prunes this table and automatically removes conversational prompt suggestions that meet any of these conditions: * The conversational prompt suggestion's query and result combination haven't been used in a search within the last 180 days. * The conversational prompt suggestion refers to a record (such as a Catalog Item or a knowledge article) that has been deleted or deactivated. {#auto-complete-suggestion-types-na-ais__ul_nj3_bhy_v2c} New conversational prompt suggestions are disabled if they match any exclusion rule entry from the Search Suggestion Exclusion List \[sys_search_suggestion_blacklist\] table. When a new exclusion rule is added to the Search Suggestion Exclusion List table, existing conversational prompt suggestions that match it are disabled. For details on the Search Suggestion Exclusion List table, see [Prevent the creation of suggestions in special cases](https://servicenow-prod.fluidtopics.net/T_~EaWZff5IJhqAVMVLwGQ "Disable generation of suggestions from specific search strings to keep unhelpful terms from appearing in suggestions or to prevent disclosure of personal or secure information."). Conversational prompt suggestions are only returned from the search user's domain. Only search users with the global domain can see utterance suggestions from the global domain. When you create a new search application configuration, this suggestion reader group isn't linked to it by default. If you enable enhanced chat in a search portal, this suggestion reader group is linked to the search application configuration record shared between the portal and Virtual Agent. Conversational prompt suggestions are displayed in search portals by default. To make conversational prompt suggestions available in global and workspace search, you must enable ServiceNow Otto panel enhanced chat. For details on this procedure, see [Activate ServiceNow Otto panel enhanced chat](https://www.servicenow.com/docs/access?context=now-assist-panel-enhanced-activate&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Default section header: Ask ServiceNow Otto Readers: ServiceNow Otto Suggested Utterance Reader Note: This suggestion reader group is only supported in search application configurations for applications that support the enhanced chat experience, such as the ServiceNow Otto in VA search application configuration. | [ ] {#auto-complete-suggestion-types-na-ais__table_rc4_z2y_v2c}