Enabling and configuring AI Search in ServiceNow AI Platform applications
Summarize
Summary of Enabling and Configuring AI Search in ServiceNow AI Platform Applications
This guide outlines how to enable and configure the AI Search engine within various ServiceNow AI Platform applications, including Customer Service Management, Now Mobile, Service Portal, and Virtual Agent. By properly configuring AI Search, organizations can enhance user experience and streamline service delivery across these applications.
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Key Features
- Customer Service Management (CSM): Configure AI Search to improve support channels for external customers via web, email, chat, telephone, and social media. Detailed guidance is available for setting up AI Search in Customer and Consumer Service Portals.
- Now Mobile: Allows users to access incident submission, request management, and company resources on-the-go, utilizing AI Search for enhanced mobile search capabilities.
- Service Portal: A mobile-friendly self-service experience where administrators can integrate AI Search to facilitate user access to platform features.
- Virtual Agent: Automates user interactions through a messaging interface, leveraging AI Search to enhance the user experience by providing quick access to information and decision-making support.
- AI Search for Next Experience: This feature allows configuration of AI Search for Unified Navigation, including global and workspace searches, improving overall search functionality.
Key Outcomes
By enabling and configuring AI Search across these applications, ServiceNow customers can expect a more efficient and effective user experience, facilitating quicker access to information and support. This results in improved customer satisfaction and streamlined internal processes.
Configure and use the AI Search engine in the Customer Service Management, Now Mobile, Service Portal, and Virtual Agent applications.
For each supported ServiceNow AI Platform application that you want to use AI Search in, define a search application configuration and specify AI Search as the search engine. To learn more about search application configurations, see Search application configurations.
Some applications support additional configuration for AI Search, as described in the following sections.
Customer Service Management (CSM)
Customer Service Management enables you to provide service and support for external customers through communication channels such as web, email, chat, telephone, and social media. The CSM application includes Customer and Consumer Service Portals that support AI Search.
For details on configuring the Customer and Consumer Service Portals to use AI Search, see Configure AI Search for the Customer and Consumer Service Portals. To activate AI Search widgets so that guest users on these portals can use AI Search, see Enabling AI Search in the Customer and Consumer Service Portals for unauthenticated users.
Now Mobile
Enable your users to submit incidents and requests, manage tasks, and access company resources from anywhere using the Now Mobile app.
For details on configuring and using AI Search as the Now Mobile search engine, see AI Search in mobile.
Service Portal
Service Portal is a portal framework that enables administrators to build a mobile-friendly self-service experience for users. It interacts with parts of the ServiceNow AI Platform, so users can access specific platform features using Service Portal.
For details on enabling and using AI Search as the Service Portal search engine, see Enable and configure AI Search in Service Portal.
Virtual Agent
Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.
For information on how Virtual Agent uses AI Search, see Improving the user experience with AI Search.
AI Search for Next Experience
The AI Search for Next Experience ServiceNow® Store application enables administrators to configure AI Search as the search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.
For more information on how you can configure and use AI Search for Next Experience in global search and configurable workspace search, see AI Search for Next Experience.