AI search in Recommended Actions

  • Release version: Washingtondc
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of AI Search in Recommended Actions

    AI search in Recommended Actions allows agents to efficiently find relevant resources and resolutions for customer issues directly within the ServiceNow platform. It integrates advanced machine learning and natural language processing to provide context-aware search results, displayed as cards in the Search tab of the Recommended Actions component.

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    Key Features

    • Highlighted Search Terms: Terms from user queries are highlighted in the results.
    • Relevancy Ranking: The most relevant results are shown first, with continuous improvement of relevancy scores based on agent choices.
    • Genius Result Cards: The best answers are presented prominently as genius results.

    Key Outcomes

    • Increased Efficiency: AI search reduces resolution time, enhancing agent productivity.
    • Contextual Intelligence: Provides accurate, timely responses through context-aware searching.
    • Content Summarization: Genius results offer summarizations aligned with organizational content needs.

    Configuration Steps

    To configure AI search, enable the AI search tab, map search results with guidance inputs, and customize the Recommended Actions component. Additional options include adjusting result counts and configuring search sources.

    Using AI Search

    Agents can access the AI search from the contextual side panel and enter queries to receive context-aware results. They can view and act on search results directly from the cards, refine results by source, and view counts of matching results. Note that executed guidances will be recorded in the Activity stream but may not appear in the search results due to security permissions.

    Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.

    AI search results and genius results are displayed in the Search tab of the Recommended Actions component in the contextual side panel. Agents can initiate actions from the search cards directly to resolve an issue.

    AI search results and genius result in the search tab within the Recommended Actions component.

    The search results from the configured search sources are displayed in the form of cards. These cards are previews of search records. You can select the card to view the record details or directly take actions through the cards. The most relevant answers are displayed as top results in the form of genius result cards.

    AI search harnesses advanced machine learning algorithms and natural language processing capabilities to comprehend user queries and provides the most relevant search results that can be employed to resolve issues effectively. For more information about AI search and its features, see AI Search.

    AI search features

    • Highlights search query terms that appear in the search results.
    • Displays the most relevant results first with machine learning relevancy. Machine learning automatically tunes and improves the search result relevancy score for each search profile based on the answers agents select.
    • Displays the best answers as genius result cards.

    AI search benefits

    • Maximizes efficiency: Use AI search integration to reduce task resolution time and improve agent productivity.
    • Leverages contextual intelligence: Make the most of context-aware searching to provide accurate and timely responses.
    • Provides summarization: Configure genius results to get large language model-based knowledge summarization to align with your content and information needs.

    Configuring AI search in Recommended Actions

    Steps to configure AI search in Recommended Actions include enabling the AI search tab, mapping the AI search results with guidance inputs, and customizing the Recommended Actions component. Advanced customization options include adjusting the number of results to view on a page, identifying genius results to add to the search profile, and configuring search sources. For more information, see Configuring AI search in Recommended Actions.

    Using AI search in Recommended Actions

    Enable customer service agents to use AI search for faster access to relevant information and take appropriate actions to resolve customer issues. For more information, see Use AI search in Recommended Actions to resolve cases.

    • Accessing AI search: Agents can access the AI search tab in the contextual side panel of the workspace.
    • Finding context-aware results: Agents can enter their search queries in the search bar. AI search uses natural language processing to understand user queries and considers task context to produce relevant results.
    • Showing AI search results: Review AI search results and take actions directly from the search cards.
    • Showing genius results: Agents can view the most relevant results at the top based on criteria defined in the genius results configuration, drawing their attention to the most relevant information first.
    • Narrowing search results: Agents can select a search source from the Search filter field to display results only from that search source and then return to viewing all matching records.
    • Viewing results count: The search tab shows counts of the total number of matching search results. The search filters show the number of matching results for each search source.
      Note:
      Search results displayed and the total search count may vary due to security permissions or if the search result has already been executed. The executed guidances are added to the Activity stream and moved to the Actions history. Executed guidances will be included in the total search count but will not show up in the search results.