Ever thought of how can we reduce number of incidents/requests created by end users??

With AI Search Assist, we can setup AI Search based suggestions for record producers in ServiceNow.

For example: When a user enters some text in a variable in a record producer, then automatically AI search based suggestions like knowledge articles and catalog items will be shown to user based on text entered by them.

This can help in reducing number of requests/incidents created.

How to Setup:

1. Navigate to AI Search > AI Search Assist > Record Producer Confuguration.
   
2. Create New record and give Title
   
3. In 'Search application information' tab, give the name of your 'Search Application' available in your instance.
   [If you do not have a search application configured already or if you want to modify one then navigate to AI Search > Search Experience > Search Applications. You can use AI search or Zing search]
   
4. In 'Record producer information' tab:
   a) Enter name of record producer in which you want this feature to be enabled.b) Give the name of variable (single line text) in which user enters the text/input. The text entered by user in this variable will be used to get AI Search results.
   
5. Save it and Done. You are all set now!!!

A new custom variable will be automatically added to your record producer with name 'AI Search Assist'. Change the order of this variable to show it just below the single line text in which user enters the text.

and DONE!

Now you can open the record producer in portal and see the results. [Results will be based on the configuration of your search application and knowledge articles available in your instance]

Sample screenshot of RP in portal which shows the functionality :

This helps end user go through some suggestions/recommendations before submitting request which in turn reduces number of requests created.

Feel free to add comments or reach out if any queries.

Mark as helpful if it is

~ Sumanth Dosapati