Now Assist in AI Search release notes
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Summary of Now Assist in AI Search Release Notes - Yokohama
Now Assist in AI Search integrates advanced search capabilities with the Now LLM Service agentic AI model to deliver actionable, AI-generated or AI-selected answers within user searches. The Yokohama release enhances this functionality by improving setup automation, search precision, and AI model provider options, while refining user experience across multiple ServiceNow applications.
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Key Features
- Automatic Activation: Guided Setup now automatically activates Now Assist Multi-Content Response Genius Results for relevant search profiles, simplifying deployment.
- Hybrid Search: Combines keyword and semantic vector search to increase recall and contextual relevance for knowledge articles, catalog items, external content, and topic retrieval.
- AI Search as Suggestion Source: Administrators can configure AI Search as the source for Ask Now Assist suggestions in enhanced chat, enabling term highlighting and flexible search operators.
- New AI Model Providers: Google Gemini and AWS Claude are added as AI model providers alongside Now LLM Service and Azure OpenAI for Now Assist skills and AI agents.
- Semantic Indexing Improvements: Catalog Item short descriptions are now indexed semantically to improve search recall and consistency.
- Enhanced Chat Auto-Complete: Auto-complete suggestions are restricted to the user's domain and exclude entries from a configured blacklist, improving relevance and reducing noise.
- AI Search Genius Results Widget: Available for record producers to present actionable suggestions during incident or case submission, aiding in incident deflection by allowing users to resolve issues without creating tickets.
- Access Control for AI Agents: ACLs can be configured to control discovery and triggering of AI agents and workflows, defining user visibility and access scope.
- Microsoft SharePoint Integration: Now Assist prompts users to log in to SharePoint Online when viewing Knowledge Graph user citations, allowing access to shared files within Genius Result answers.
Key Outcomes
- Simplified Setup and Activation: Reduces manual steps to enable Now Assist features, accelerating time to value.
- Improved Search Accuracy and Relevance: Hybrid search and semantic indexing lead to more precise and contextually relevant search results across various content types.
- Enhanced User Experience in Chat and Portals: More focused suggestions and actionable Genius Results help users find answers quickly and reduce incident creation.
- Expanded AI Model Flexibility: Support for multiple AI providers offers customers choice and potential improvements in AI response quality.
- Better Security and Access Control: Configurable ACLs ensure AI agents and workflows are accessible only to appropriate users, aligning with organizational policies.
- Continued Support for Legacy Features: Now Assist Q&A and Actions Genius Results remain supported but are in maintenance mode, with recommendations to adopt the newer Multi-Content Response Genius Results.
Activation and Integration
Now Assist in AI Search is installed as part of various licensed ServiceNow Otto applications and other Now Assist products available in the ServiceNow Store. This ensures seamless integration with core ServiceNow modules such as ITSM, HRSD, CSM, and more. Customers should refer to their specific application installations to enable and configure Now Assist capabilities.
Localization and Related Applications
Dynamic Translation support is available for Genius Results, enhancing usability for global users. Now Assist in AI Search complements other ServiceNow AI offerings including Now Assist agentic AI and AI Search, providing a comprehensive AI-driven user productivity solution across ServiceNow platforms.
The ServiceNow® Now Assist in AI Search application combines the power of search with the Now LLM Service agentic AI model to provide actionable AI-generated or AI-selected answers in user searches. Now Assist in AI Search was enhanced and updated in the Yokohama release.
Now Assist in AI Search highlights for the Yokohama release
Yokohama Patch 11
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Simplify setup with automatic activation of Now Assist Multi-Content Response Genius Results for search profiles when you use Guided Setup to activate the Now Assist panel.
- Increase search precision and contextual relevance for knowledge article, Catalog Item, external content, and topic retrieval searches with hybrid search.
- Improve the enhanced chat experience by configuring the system to use AI Search as the source for Ask Now Assist suggestions.
- Provide more focused auto-complete suggestions for enhanced chat that honor the search user's domain restriction and the exclusion list for unwanted suggestions.
Yokohama Patch 6
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Increase search recall with semantic indexing of Catalog Item short descriptions.
Yokohama Patch 3
- Prompt users to log in to Microsoft SharePoint Online as needed to see files shared with them when viewing Knowledge Graph user citations in Now Assist Multi-Content Response Genius Result answers.
Yokohama Early Availability
- Improve incident deflection for portal users by configuring record producers to display actionable and relevant Genius Results suggestions during submission of cases, incidents, problems, and similar tasks.
See Now Assist in AI Search for more information.
Important:
Now Assist in AI Search is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
- Yokohama Patch 11
- Automatic activation for Now Assist Multi-Content Response Genius Results
- When you use Guided Setup to activate the Now Assist panel, Now Assist Multi-Content Response Genius Results are automatically activated for relevant search profiles.
- Hybrid search
- Hybrid search blends keyword search and semantic vector search. It offers a blend of superior search recall and contextual relevance for knowledge article, Catalog Item, external content, and topic retrieval searches.
- Configure AI Search as the source for Ask Now Assist suggestions
- Admins can configure the system to use AI Search as the source for Ask Now Assist suggestions, enabling suggestion term highlighting and more flexible search operators in enhanced chat.
- Yokohama Patch 6
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Yokohama Early Availability
- AI Search Genius Results widget for record producers
- Administrators can configure the AI Search Genius Results widget on record producers to enhance the user experience when creating an incident. The widget displays actionable Genius Result suggestions relevant to the user's incident description. Users can select from these Genius Result suggestions to address their own issues, or can continue with their incident submission if none of the suggestions resolve their problem.
Changed in this release
- Yokohama Patch 11
- Now Assist in Virtual Agent conversational prompt auto-complete suggestions
- Auto-complete suggestions for Now Assist in Virtual Agent conversational prompts are only returned from the search user's domain. Suggestions are disabled if they match any exclusion rule entry from the Search Suggestion Exclusion List [sys_search_suggestion_blacklist] table. The system scores suggestions based on how search users interact with and rate their Genius Result responses, and preferentially displays higher-scored suggestions.
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
- Yokohama Patch 6
- Semantic vector search indexing includes Catalog Item short descriptions
- Semantic indexing now indexes short descriptions from Catalog Item source records to improve search recall and make field indexing more consistent between legacy (keyword) and semantic indexing.
- Yokohama Patch 3
- Microsoft SharePoint Online login prompts in Knowledge Graph user citations
- If you're not logged in to Microsoft SharePoint Online, Knowledge Graph user citations in Now Assist Multi-Content Response Genius Result answers now prompt you to log in. When logged in, you can check any user citation in a Genius Result answer to see the list of files the cited user has shared with you in Microsoft SharePoint Online.
- Now Assist Q&A Genius Results
- The Now Assist Q&A Genius Results feature is in maintenance mode. This feature will have no new enhancements but will have continued support. Similar and improved functionality is available in the newer Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see Now Assist Multi-Content Response Genius Results.
- Now Assist Actions Genius Results
- The Now Assist Actions Genius Results feature is in maintenance mode. This feature will have no new enhancements but will have continued support. Similar and improved functionality is available in the newer Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see Now Assist Multi-Content Response Genius Results.
Activation information
Now Assist in AI Search is installed when you install any of the following licensed applications from the ServiceNow Store.
- ServiceNow Otto for Accounts Payable Operations (APO)
- ServiceNow Otto for Configuration Management Database (CMDB)
- ServiceNow Otto for Customer Service Management (CSM)
- ServiceNow Otto for Enterprise Architecture (EA)
- ServiceNow Otto for Operational Sustainability (formerly ESG)
- ServiceNow Otto for Field Service Management (FSM)
- ServiceNow Otto for Financial Services Operations (FSO)
- ServiceNow Otto for Hardware Asset Management (HAM)
- ServiceNow Otto for Health and Safety
- ServiceNow Otto for HR Service Delivery (HRSD)
- ServiceNow Otto for IT Operations Management (ITOM)
- ServiceNow Otto for IT Service Management (ITSM)
- ServiceNow Otto for Legal Service Delivery (LSD)
- ServiceNow Otto for PSDS
- ServiceNow Otto for Integrated Risk Management (IRM)
- ServiceNow Otto for Security Incident Response (SIR)
- ServiceNow Otto for Software Asset Management (SAM)
- ServiceNow Otto for Sourcing and Procurement Operations (SPO)
- ServiceNow Otto for Strategic Portfolio Management
- ServiceNow Otto for Supplier Lifecycle Operations (SLO)
- ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
- ServiceNow Otto for Third-party Risk Management (TPRM)
- Now Assist for WSD
- Now Assist in Contract Management
- Now Assist in Conversational Spokes
- ServiceNow AI Lens
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Localization information
Now Assist in AI Search supports Dynamic Translation in Now Assist Genius Results. For details, see Dynamic Translation for Now Assist Q&A Genius Results and Dynamic Translation for Now Assist Actions Genius Results.