Now Assist Q&A Genius Results

  • Release version: Washingtondc
  • Updated July 29, 2025
  • 4 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 Q&A Genius Results

    Now Assist Q&A Genius Results leverage the Now LLM Service to provide concise and actionable answers derived from Knowledge articles within ServiceNow platforms like Service Portal, Virtual Agent, and global searches. Each answer card presents up to three snippets sourced from relevant Knowledge articles, along with a link to view the full article.

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    Key Features

    • Answer Generation: Snippets are generated from HTML fields of Knowledge articles, and the accuracy can be rated by users to enhance future results.
    • Search Techniques: Utilizes semantic vector search and legacy keyword search to align with user intent.
    • Configuration: The feature can be enabled in AI Search portals and mobile applications through the Now Assist in AI Search Setup module.
    • Dynamic Translation: Support for multiple languages can be activated, enhancing the experience for non-English users.
    • Performance Optimization: Caching mechanisms are in place to improve response times by storing previously generated answers.

    Key Outcomes

    By implementing Now Assist Q&A Genius Results, customers can expect improved search accuracy and relevance, particularly in retrieving Knowledge article content. As the system continuously learns from user feedback and interactions, the quality of generated answers will evolve, providing users with more precise and tailored responses over time.

    Now Assist Q&A Genius Results use the Now LLM Service to generate concise, actionable answers from Knowledge article results in Service Portal, Virtual Agent, Employee Center, and global searches.

    Now Assist Q&A Genius Results overview

    Now Assist Q&A Genius Results send the most relevant Knowledge articles from your search to the Now LLM Service, which generates answer snippets from the articles' HTML fields.

    Each Now Assist Q&A Genius Result answer card displays up to three generated answer snippets. For reference, the answer card also includes a link you can select to view the source Knowledge articles.

    The following example shows a Now Assist Q&A Genius Result answer card containing a snippet summarizing a Knowledge article. Select the answer card's View article action link to view the full Knowledge article.
    Figure 1. Sample Now Assist Q&A answer card
    Now Assist Q&A answer card showing generated answer banner, Knowledge article summary snippet, source Knowledge article title, View article action link, information link, and thumbs-up and thumbs-down feedback links.
    Note:
    Because the Now Assist Q&A Genius Result answer is automatically generated, it's a good idea to review it for accuracy. You can provide feedback on the answer by selecting the thumbs-up icon (Thumbs-up icon.) if the generated answer is accurate, or the thumbs-down icon (Thumbs-down icon.) if it's not. Your feedback helps ServiceNow improve future versions of this Genius Result configuration.

    Now Assist Q&A Genius Results use semantic vector search and legacy keyword search to find Knowledge articles 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.

    The Now Assist Q&A Genius Result configuration replaces the original Q&A Genius Result configuration from the base system. The base system's Q&A Genius Result configuration extracts answers from Knowledge articles using internal routines instead of using the Now LLM Service. To learn more about the base system's Q&A Genius Result configuration, see Q&A Genius Results.

    Enabling Now Assist Q&A Genius Results

    You can enable Now Assist Q&A Genius Results in your AI Search portals and mobile applications using the Now Assist in AI Search Setup module. For details on this procedure, see Enable Now Assist Genius Results in AI Search portals.

    To use Now Assist Q&A Genius Results in global search, you can enable the Now Assist Q&A Genius Result configuration in the AI Search for Next Experience application. For details on this procedure, see Enabling Now Assist Q&A Genius Results.
    Note:
    When you activate Now Assist Q&A Genius Results in a search application, they're available to all users who search using that application.

    Limitations

    By default, Now Assist Q&A Genius Results only support English-language searches. Administrators can enable support for other languages by activating Dynamic Translation. To learn more about how content and answers are translated, see Dynamic Translation for Now Assist Q&A Genius Results. For more details on Dynamic Translation, see Dynamic Translation.

    Knowledge articles that are boosted or promoted by result improvement rules are more likely to appear as Now Assist Q&A Genius Results, but aren't guaranteed to appear.
    Note:
    The Knowledge search property settings don't affect Now Assist Q&A Genius Results. For more information on these settings, see Knowledge search properties.

    Answer snippet creation for Now Assist Q&A Genius Results

    AI Search uses the Now LLM Service to create each Now Assist Q&A answer snippet from a Knowledge article record's HTML fields. Each Now Assist Q&A answer card can include up to three snippets. These snippets may all be generated from the same source article or from different source articles.

    Now LLM Service automatically determines which elements of a Knowledge article's text to include in a Now Assist Q&A answer snippet. You can't configure the criteria for this behavior.

    The Now LLM Service summarizes and abstracts content from the Knowledge articles' text fields. Answer snippets displayed on Now Assist Q&A Genius Result answer cards may not exist word for word in the source records.

    Both AI Search content retrieval and the Now LLM Service are continually improving, so Now Assist Q&A results for specific queries may vary over time. Because results from the Now LLM Service are non-deterministic, you should expect a higher answer variability compared to the base system's Q&A Genius Results.

    Interaction with other search features

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

    Feature Interaction with Now Assist Q&A Genius Results
    Result improvement rules

    When computing Now Assist Q&A 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 Q&A Genius Results don't generate answers from blocked records.
    • boost or promote: Boosted and promoted records are more likely to be used when generating Now Assist Q&A Genius Result answers.
    Stop words

    Now Assist Q&A 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 Q&A Genius Result answers may not reflect your stop words settings.
    Synonyms

    Now Assist Q&A 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 Q&A Genius Result answers.
    Typo handling

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