AI Search for Sourcing and Procurement Operations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of AI Search for Sourcing and Procurement Operations

    The AI Search application delivers a modern, consumer-grade search experience for ServiceNow's Sourcing and Procurement Operations across Service Portal, Employee Center (EC), Mobile, and Virtual Agent. It enhances efficiency by enabling users to quickly find relevant purchasing and supplier information within the platform.

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    New customers receive AI Search pre-configured with their base system, while existing customers can enable it for the PSM-specific Shopping Hub by following the prescribed configuration steps.

    Configuration

    To implement AI Search, navigate to AI Search > Search Applications > Search Application Configurations and link the AI Search engine with your Shopping Hub search application. Start by selecting a Search Profile, which defines the search sources, conditions, and criteria powering your search.

    The base system includes and allows modification of several components that enhance search capabilities:

    • Search Sources: Default sources plus Supplier and Purchasing for EC and Service Portal, enabling searches across suppliers and supplier products. The Shopping Hub search application uses only the Purchasing source for supplier products.
    • Synonyms
    • Stop Words
    • Typo Handling
    • Genius Results and Result Improvement Rules

    These search sources appear as separate tabs for end users and can be reviewed or updated to tailor the search experience.

    Note that the Shopping Hub's UI for search results facets and filters cannot be customized, but AI Search faceting is supported within Employee Center and Service Portal results.

    Integration

    AI Search is automatically integrated with Shopping Hub to enhance procurement-related searches. It can also be integrated with other ServiceNow applications for broader search capabilities.

    Administration and Usage

    Administrators can manage AI Search indexing and search behavior to optimize performance and relevance. Users benefit from refined search results, filter options, and AI-powered Genius Result answers, streamlining procurement operations.

    Platform-Specific Details

    • ServiceNow Mobile: AI Search can be configured for mobile platforms to support advanced text search.
    • Service Portal and Employee Center: Configuration enables users to leverage AI Search capabilities within these interfaces.
    • Virtual Agent: Utilizes AI Search to provide relevant search results during bot conversations when predefined topics are unavailable.

    Practical Benefits for ServiceNow Customers

    • Improved search accuracy and relevance for sourcing and procurement data.
    • Faster access to supplier and purchasing information through specialized search sources.
    • Enhanced user experience across multiple ServiceNow interfaces, including mobile and Virtual Agent.
    • Configurable search profiles allow tailoring search behavior to organizational needs.

    The AI Search application provides a modern consumer-grade search engine for the Service Portal, Employee Center (EC), Mobile, and Virtual Agent.

    New customers automatically have the AI Search application configured with their base system for Sourcing and Procurement Operations. Existing customers can configure the PSM-specific Shopping Hub search application to use the AI Search application by following the configuration steps.

    For more information, see AI Search.

    Configuration
    For detailed information on configuring the AI Search application, see Configuring AI Search.
    Navigate to AI Search > Search Applications > Search Application Configurations to associate the AI Search engine with your Shopping Hub search application.
    Note:
    For more information, see Create a search application configuration for AI Search.
    In the Search Application Configuration form of your application, select a Search Profile to get started. A search profile determines the search sources, conditions, and criteria that power your search.
    Under each search profile, there are a series of tabs that enhance the AI search. The base system provides the following that you can also modify:
    • Search Sources: Along with the default search sources, Supplier and Purchasing are provided on EC and Service Portal for Sourcing and Procurement Operations, so that the applications are capable of searching through suppliers and supplier products for purchasing as well. For the PSM-specific Shopping Hub search application however, only the Purchasing search source is available, allowing you to search only for supplier products. These search sources are rendered as separate tabs when you search on these applications, and are listed under Navigation Tabs.
      Note:
      You can find more information on reviewing and updating your search sources here.
    • Synonyms
    • Stop Words
    • Typo Handling
    • Genius Results
    • Result Improvement Rules
    Note:

    For more information, see Defining search profiles.

    You cannot configure the UI of search results or change the available facets and filters from Shopping Hub. AI Search faceting is supported in Shopping Hub results in Employee Center and Service Portal.

    Integration
    AI Search is automatically integrated with Shopping Hub. For detailed information on integrating AI Search with other applications, see Integrating AI Search into your application.
    Administration
    To learn how the AI Search features and behavior affect indexing and search, see Administering AI Search.
    Using
    For information on how AI Search displays results, refinement filter options, and Genius Result answers, see Using AI Search.
    ServiceNow® Mobile
    To configure AI Search for the ServiceNow® Mobile, see Advanced text search in mobile.
    Service Portal or Employee Center
    To configure AI Search for the Service Portal or EC so that your users can take advantage of this powerful search tool, see AI Search in Service Portal.
    Virtual Agent
    Virtual Agent uses AI Search to return search results in bot conversations when there are no relevant topics to display. For more information, see Virtual Agent integration with AI Search.