Internationalization support

  • Release version: Xanadu
  • Updated September 10, 2025
  • 2 minutes to read
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    Summary of Internationalization Support

    Internationalization support in ServiceNow’s AI Search enables indexing and searching across all languages offered by the ServiceNow AI Platform. Search administrators can configure these features to enhance search capabilities in the languages activated within their instance.

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    Key Features

    The following search features are supported for various languages:

    • English: Genius Results, Language identification, Lemma and Unicode normalization, Result improvement rules, Stop words, Synonyms, Typo handling
    • Other Languages: Similar features are available for Brazilian Portuguese, Dutch, French (including French - Canada), Italian, Polish, Spanish, Finnish, German, Norwegian (Bokmål), Swedish, Japanese, Simplified Chinese, Traditional Chinese, and Korean, with some variations in lemma and Unicode normalization.
    • Unicode Normalization: Available for all other activated languages, ensuring consistent search results.

    Key Outcomes

    By default, AI Search retrieves results only for records with translated content in the user's session language. Customers can enhance search functionality by:

    • Assigning Knowledge Article Search Languages: Define search languages by country for improved multilingual search recall.
    • Configuring Globally Searchable Knowledge Articles: Create encoded queries for knowledge articles to be searchable regardless of user session language.
    • Setting a Fallback Language: AI Search can return results from a fallback language alongside the user's session language.
    • Enabling a Global Fallback Locale: This allows for a broader search capability across all translated content in the global fallback locale's language.

    These features collectively improve user experience by broadening access to knowledge articles and facilitating effective search across multiple languages.

    AI Search supports indexing and search for all languages offered by the ServiceNow AI Platform®. Search administrators can configure AI Search search features for languages activated in your instance.

    For full details on language support in AI Search search features, see Internationalization support for AI Search.

    Search features

    The following table displays the set of AI Search search features available for specific ServiceNow AI Platform languages.
    Table 1. Search features supported by language
    Language Search features supported
    English
    Brazilian Portuguese, Dutch, French, French - Canada, Italian, Polish, and Spanish
    Finnish
    German, Norwegian (Bokmål), and Swedish
    Japanese, Simplified Chinese, and Traditional Chinese
    Korean
    All other ServiceNow AI Platform languages activated in your instance

    Translated content search

    By default, AI Search only returns results for records with translated content, such as knowledge articles, that are in the user's ServiceNow AI Platform session language. You can modify this default behavior in several ways:
    Assign Knowledge article search languages by country
    Improve multilingual search recall by defining a set of Knowledge article search languages for each user country. User searches can match Knowledge articles in any of the search languages specified for their country as well as in the language associated with their ServiceNow AI Platform session.
    Configure globally searchable knowledge articles
    Define an encoded query to match knowledge articles that you want to make searchable regardless of the user's session language.
    Configure a fallback language
    Set a fallback language for the user's session language. AI Search returns translated content results from the selected fallback language as well as the user's session language.
    Enable a global fallback locale for translated content
    Configure a global fallback locale to use for all translated content searches. AI Search returns translated content results from the global fallback locale's language as well as the user's session language.
    Note:
    The global fallback locale works best if you want to make all English-language records globally searchable.