---
sourceDocument: Xanadu ServiceNow AI Platform Administration
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/platform-administration

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    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform Administration

ft:clusterId :

    - platadm

bundleId :

    - platadm

workflow :

    - Platform


---

# Deflect incidents in Service Portal with the AI Search Assist widget

# Deflect incidents in Service Portal with the AI Search Assist widget {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Improve incident deflection for Service Portal users by displaying the most relevant search results within a record producer.  
AI Search Assist can help an agent or user find the most relevant items in a search on your portal. For example:

* An agent, working on an Incident record, can use AI Search Assist to find and attach knowledge articles, order a catalog item on behalf of the caller, or search for an article and link it to a related incident or problem.
* A user, creating an Incident via the Service Portal, can see related Catalog Items that the user can order. The user can also view related knowledge articles to help them resolve the issue on their own without involving the service desk operators.
{#explore-ais-assist-widget__ul_cxv_fgn_h4b}  
AI Search Assist helps with incident deflection for the following areas:

* Incident record producers: Deflect incidents by helping end users resolve issues before they raise an incident.
* Incident forms: Help service desk staff resolve incidents quickly by providing relevant knowledge.
* Incident email notifications: Help end users resolve their incidents themselves without requiring manual intervention from service desk staff.
{#explore-ais-assist-widget__ul_dxv_fgn_h4b}

To learn more about configuring and using the AI Search Assist widget in Service Portal, see [AI Search Assist record producer integration for Service Portal](https://servicenow-prod.fluidtopics.net/gjxYhnBH841jJUHhdRm0Lw "AI Search Assist is a Service Portal widget that uses AI Search to improve incident deflection by displaying the most relevant set of related Catalog Item and knowledge article search results within a record producer. You can use AI Search Assist instead of Contextual Search.").