Genius Results
Summarize
Summary of Genius Results Administer the ServiceNow AI Platform
Genius Results allows ServiceNow customers to enhance search functionalities by displaying actionable cards alongside search results. These cards provide the best answers based on highly relevant search results, improving user experience and access to information.
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Key Features
- Trigger Conditions: Configurations can activate based on conditions such as always, Natural Language Understanding (NLU) intent matches, or specific terms/phrases.
- Answer Types: Genius Results can display cards based on search queries or key-value pairs defined in server-side scripts.
- Evaluation Order: The order of Genius Result configurations is determined by numeric values, allowing for prioritized evaluation of configurations linked to search profiles.
- Language Support: Currently, Genius Results support only English search queries.
- Record Limit Caution: Instances with over 100,000 records in specified tables may encounter sync failures, affecting NLU model training and Genius Result functionality.
Key Outcomes
By leveraging Genius Results, ServiceNow customers can expect:
- Increased efficiency in finding relevant information through actionable Genius Result cards.
- Improved search experiences with tailored answer configurations linked to specific search profiles.
- Enhanced accuracy of Genius Result answers through user feedback mechanisms.
Optionally display the best answers for a search query as actionable Genius Result cards included with search results.
A Genius Result configuration includes a trigger condition and logic for creating answers. The trigger condition determines whether the Genius Result configuration activates for a search query. When activated, the configuration checks for search results with extremely high relevancy. If it finds any, its answer logic populates one or more Genius Result cards with information and actions derived from these results. The Genius Result cards appear alongside normal search results, giving the user immediate access to the most relevant answers and actions.
To use a Genius Result configuration in searches, link it to one or more of your search profiles. For details on this procedure, see Link a Genius Result configuration to a search profile.
Genius Result evaluation order and result limit
A search application configuration's Genius Results Limit field value specifies the maximum number of Genius Result cards the application can display. For more details on search application configuration settings, see Search Application Configuration form.
Genius Result trigger conditions
- Always: The Genius Result configuration activates for all search queries.
NLU: The Genius Result configuration activates when the search query's detected intent matches a specified Natural Language Understanding (NLU) model intent. For more information on NLU models and intents, see Natural Language Understanding.
- Term: The Genius Result configuration activates when the search query consists of a single specified term or phrase.
Genius Result answer types
- Search: When triggered, displays Genius Result cards for results from a search query. The search query must be defined in a server-side script included in the Genius Result configuration. Each search result displays as a separate Genius Result card, to a maximum of three cards. If the search query returns no results, no Genius Result card is displayed.
- Script: When triggered, displays a Genius Result card containing key-value pairs. The object containing these key-value pairs must be defined in a server-side script included in the Genius Result configuration. The script can use methods from any ServiceNow AI Platform® public API to construct this object.
Language support
In the base system, Genius Results only support English search queries.
Table record limit for Genius Result configurations with NLU trigger conditions
If an NLU model includes a table vocabulary source that references a table containing more than 100,000 records, sync fails for the vocabulary source. When sync fails, the model can't be successfully trained, and Genius Result configurations that use the model in their NLU trigger conditions don't operate correctly.
- Catalog Item [sc_cat_item]
- Department [cmn_department]
- Location [cmn_location]
- User [sys_user]
For more information on NLU vocabulary sources, see NLU vocabulary.
Genius Result review feedback
- If the answer answers your question accurately, select the thumbs up icon (
). - If the answer answers your question inaccurately, select the thumbs down icon (
).
Interaction with other search features
The following table describes interactions between Genius Results and other search features.
| Feature | Interaction with Genius Results |
|---|---|
| Lemma and Unicode normalization | Search query terms added by lemma or Unicode normalization can't trigger Genius Result configurations with Term trigger conditions. |
| Stop words | If a search query term that matches a Genius Result configuration's Term trigger is defined as a stop word, AI Search evaluates the trigger before removing that stop word from the search query. |
| Synonyms | Synonym expansion terms can't trigger Genius Result configurations with Term trigger conditions. |
| Typo handling | Auto-corrected search query terms can't trigger Genius Result configurations with Term trigger conditions. |