Now Assist Multi-Content Response Genius Results

  • Release version: Xanadu
  • Updated July 29, 2025
  • 3 minutes to read

    • Now Assist Multi-Content Response Genius Results use an LLM to generate search and chat responses that synthesize information from knowledge articles, Service Catalog items, and other available content types.

    Now Assist Multi-Content Response Genius Results overview

    Now Assist Multi-Content Response Genius Results is a Now Assist skill in the Platform workflow. It's included in the Conversational experience skill group.

    You can use this skill in place of the Now Assist Q&A Genius Results and Now Assist Actions Genius Results skills. It provides broader search recall than either of those skills and supports LLM-based generation of synthesized responses that can contain information from multiple different sources.

    Content types included in synthesized responses

    When a Now Assist Multi-Content Response Genius Result answer card appears in your conversation or search results, it displays a sentence or paragraph generated by the LLM. As part of this sentence or paragraph, the card displays citations for the content elements that were used to synthesize the response. Selecting a citation displays a link to the source content so you can verify the synthesized response.

    Figure 1. Sample answer card for search query: "who is Abel Tuter and what are their assets"
    Now Assist Genius Result answer card showing synthesized response containing user and Service Catalog item details with source record citations.
    Figure 2. Sample answer card for search query: "order a new laptop"
    Now Assist Genius Result answer card showing synthesized response containing Service Catalog item offerings with source record citations.
    Figure 3. Sample answer card for search query: "what are phishing scams"
    Now Assist Genius Result answer card showing synthesized response containing knowledge article and Service Catalog content with source record citations.
    Citations for synthesized responses may include any or all of these content types:
    Content type Description
    Knowledge articles ServiceNow AI Platform® records indexed from the Knowledge [kb_knowledge] table.
    Service Catalog items ServiceNow AI Platform records indexed from the Catalog Item [sc_cat_item] table.
    Content types from Knowledge Graph
    Records from tables configured as Knowledge Graph schema nodes ServiceNow AI Platform records from tables configured as Knowledge Graph schema nodes.
    Note:
    Content from Knowledge Graph schema nodes is only available in synthesized responses if you've installed the Knowledge Graph ServiceNow® Store application. To learn about installing this application and configuring nodes in Knowledge Graph schemas, see Knowledge Graph.
    Content types from enhanced chat experiences in Now Assist in Virtual Agent
    Enhanced chat results Results from enhanced chat conversations and searches, such as Virtual Agent topics.
    Note:
    Enhanced chat results are only available in synthesized responses when Now Assist Multi-Content Response Genius Result answers are generated in a Now Assist in Virtual Agent experience. To learn more about how these results appear in enhanced chat conversations and searches, see Enhanced chat. For more details on Now Assist in Virtual Agent, see Now Assist in Virtual Agent.
    Content types from External Content Connectors
    External content documents and attachments Documents and attachments retrieved from external source systems such as Atlassian Confluence Cloud or Microsoft SharePoint Online.
    Note:
    Documents and attachments from external source systems are only available in synthesized responses if you've installed the External Content Connectors ServiceNow Store application and then indexed them from your source systems using the appropriate external content connectors. For more details on installing, configuring, and using this application, see External Content Connectors.

    Activating Now Assist Multi-Content Response Genius Results

    Users with the virtual_agent_admin or admin role can activate Now Assist Multi-Content Response Genius Results for the Now Assist in Virtual Agent application's enhanced chat experiences by creating an assistant and assigning the Now Assist Multi-Content Response Genius Results skill to that assistant. To learn about these procedures, see Create an assistant and Assign Now Assist skills to an assistant.

    Users with the ais_admin role can add Now Assist Multi-Content Response Genius Results to search profiles and then link those search profiles to AI Search portals in the AI Search Admin console. For details on configuring search application settings in the AI Search Admin console, see Configure and manage AI Search in search applications.
    Note:
    When you activate Now Assist Multi-Content Response Genius Results in a search application, they're available to all users who search using that application.

    Large language model (LLM) providers

    By default, Now Assist Multi-Content Response Genius Results use the Azure OpenAI model as the AI service provider. The Now LLM Service is used as a fallback AI service provider.

    With the admin role, you can use Now Assist Admin to select a different LLM to use as the AI service provider for Now Assist Multi-Content Response Genius Results. For details on selecting the LLM for Platform workflow Now Assist skills, see Manage large language models.

    As a Now Assist skill, Now Assist Multi-Content Response Genius Results supports these LLMs:
    • AWS Anthropic
    • Azure OpenAI
    • Google Gemini
    • Now LLM Service