Now Assist Actions Genius Results

  • Release version: Washingtondc
  • Updated July 29, 2025
  • 2 minutes to read
    • Summarize
    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 Now Assist Actions Genius Results

    Now Assist Actions Genius Results provide actionable answers by displaying relevant Catalog Items and Virtual Agent topics based on the intent and meaning of user search queries. This feature utilizes AI Search's semantic vector search along with traditional keyword search to enhance the search experience.

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    Key Features

    • Record Matching: Matches records based on their relevance to the search intent, rather than exact term matches.
    • Content Display: Answers can showcase content from up to three records, including Catalog Items and Virtual Agent topics.
    • Unified Relevancy Scoring: Ranks both Catalog Items and Virtual Agent topics using a common scoring system, allowing mixed display orders.
    • Search Activation: Enable the Now Assist Actions skill by linking the Genius Result configuration to the search profile within the AI Search application.
    • Language Support: Currently supports only English-language searches.
    • Dynamic Translation: Improves international search experiences by translating searches and answers into the user's language.

    Key Outcomes

    By implementing Now Assist Actions Genius Results, ServiceNow customers can expect improved search experiences with relevant actionable insights that enhance user engagement and efficiency in locating necessary resources. The feature also allows for better handling of search nuances, such as typos and synonyms, ensuring users receive the most relevant results. Customers should activate this feature in Service Portal and Virtual Agent platforms to fully leverage its capabilities.

    Now Assist Actions Genius Results display actionable answers showing Catalog Items and Virtual Agent topics that match your search query. AI Search matches records based on their similarity to your search's intent and meaning instead of looking for exact term matches.

    Now Assist Actions Genius Results send content from your search's most relevant Catalog Item records and Virtual Agent topic records to the Now LLM Service. The Now LLM Service ranks and filters the selected records' content for display.

    A Now Assist Actions Genius Result answer card can display content from up to three records. AI Search uses semantic vector search and legacy keyword search to select records that best match the meaning and intent of your search query. For more details on semantic vector search, see Semantic vector search in AI Search.

    Supported record types

    In Service Portal, Now Assist Actions Genius Results only operate on Catalog Items. In Virtual Agent, Now Assist Actions Genius Results operate on Virtual Agent topics as well as on Catalog Items. To learn more about Virtual Agent topics, see Virtual Agent.

    In Virtual Agent, Now Assist Actions Genius Results rank Catalog Item and Virtual Agent topic records using a unified relevancy scoring scheme. As a result, Now Assist Actions Genius Result answers may display records of either type in any order.

    Activating Now Assist Actions Genius Results

    To enable the Now Assist Actions skill in an AI Search application, you can link the Now Assist Actions Genius Result configuration to your search profile for the search application. For details on this procedure, see Link a Genius Result configuration to a search profile.

    For AI Search portal applications, you can enable Now Assist Genius Results using the Now Assist in AI Search Setup page. For more information on this approach, see Enable Now Assist Genius Results in AI Search portals.
    Note:
    When you activate Now Assist Actions Genius Results in a search application, they're available to all users who search using that application.

    Limitations

    Now Assist Actions Genius Results are only supported in Service Portal and Virtual Agent.

    Now Assist Actions Genius Results only support English-language searches.

    Interaction with other search features

    The following table describes the interactions between Now Assist Actions Genius Results and other search features.

    Feature Interaction with Now Assist Actions Genius Results
    Result improvement rules

    When computing Now Assist Actions Genius Result answers for a search query, AI Search applies result improvement rules normally.

    The effects depend on the result improvement rule's action, as follows:
    • block: Now Assist Actions Genius Results don't return blocked records as answers.
    • boost or promote: Boosted and promoted records are more likely to be returned as Now Assist Actions Genius Result answers.
    Stop words

    Now Assist Actions Genius Results use a blend of semantic vector search, which doesn't support stop words, and keyword-based search. AI Search only removes stop words from keyword-based searches, so Now Assist Actions Genius Result answers may not reflect your stop words settings.
    Synonyms

    Now Assist Actions Genius Results use a blend of semantic vector search, which doesn't support synonyms, and keyword-based search. AI Search expands synonyms in keyword-based searches, so your synonyms are likely to improve the relevancy of Now Assist Actions Genius Result answers.
    Typo handling

    When computing Now Assist Actions Genius Result answers for a search query, AI Search corrects misspelled terms in the query.