“62% of consumers say they are willing to use AI to improve their experience”-Salesforce
Organizations are striving towards automation and error-free solutions for their service needs. They aim at cutting off human efforts in overseeing, performing redundant and rudimentary tasks, orchestrating, reporting, or resolving the recurring errors. In specific, organizations aspire to automate their work routine and enrich employee experience by leveraging AI features. This is when ServiceNow dives in to adopt AI to enhance their self-service functionalities.
ServiceNow introduced a new feature of the AI Search Assistant, ‘AI Search’ to enhance the user experience and self-service workflows.
In this blog post, let’s explore the AI Search feature of ServiceNow and its capabilities to enrich user experience!
ServiceNow aims at holistic AI solution across their product suites. Right from ServiceNow “Quebec” release, they launched AI search with intelligent query features that deliver appropriate solutions.
AI search uplifts the user experience in various service areas such as ITSM (IT Service Management), ITOM (IT Operations Management), CSM (Customer Service Management), SecOps (Security Operations Management), HRSM (HR Service Management). This feature is available across different ServiceNow interfaces like the portal, mobile apps, and virtual agents.
Now, let’s take a real-time instance to better understand the use case of AI search feature in ServiceNow. An employee faces some configuration issues and receives a popup frequently to check on it. He/she tries to resolve the issue and reaches out to the IT help desk. In this case, the virtual agent chat bot leverages the AI Search feature of ServiceNow and provides the relevant articles based on user’s responses. If the issue is not resolved, the virtual agent will proceed with live agent handoff to troubleshoot and resolve the issue.
In this way, AI Search enhances the user experience and reduces the efforts of respective teams. The users can have accessibility to knowledgebase articles and cater to their needs without the need for IT staff or HR general intervention.
Isn’t it amazing to reduce the human intervention and efforts for your redundant and rudimentary employee’s needs with unified platform? There is a lot more to leverage from AI Search feature!
ServiceNow offers a unique set of capabilities with its AI Search release. Let’s explore the capabilities of AI search and its enticing features to enrich the user experience!
AI Search Index
AI Search Index stores and retrieves relevant information from Now platform datasets and external content. AI Search leverages Now platform technologies to analyze search patterns and adjust the indexing solutions based on relevancy & user engagement. ServiceNow interface delivers appropriate answers to user search queries by utilizing effective ‘Search Query Language’.
Further, AI search adheres to security operation standards and ensures the organizational resources are accessed only by authorized users.
ServiceNow NLU (Natural Language Understanding)
ServiceNow interface understands user search intent and delivers appropriate results by accessing knowledgebase tools, apps, search patterns, and other external sources with the help of NLU.
AI Search understands the intent, utterance, entity of the user with the help of the NLU model.
ServiceNow NLP (Natural Language Processing)
AI Search auto-corrects and auto-completes the search queries across the ServiceNow interfaces by leveraging the NLP feature. ServiceNow user interface auto correct the typo and spelling errors by referring to the predefined search query terms in the AI Search index.
The users are recommended with the list of relevant resources based on their search patterns, popular searches, and other criteria while they compose their search queries. These autocomplete suggestions can be configured by administrators with relevant resources in the AI Search index.
ServiceNow ML (Machine Learning)
The users get relevant search results in ServiceNow applications with the help of the machine learning feature. AI Search displays search results based on decreasing order of relevancy. The search results are tuned based on the aggregated signal data and user interactions.
These search results are automatically showcased with machine learning capabilities and are restricted to modifications. However, the AI Search administrator can boost, block, or promote the search results by configuring the result improvement rules.
AI Search administrators can assess the search patterns, number of indexed resources, search results, user engagement, and other analytics through an interactive dashboard. They can configure search settings in indexed sources, search profiles, search applications, relevancy scores, and much more based on the analytical reports of AI Search.
Language sensitive lemma & Unicode normalization
ServiceNow AI Search supports English, French, German, Japanese, Spanish. In addition, to display the search results in different forms, AI Search adopts lemma and unicode normalization for all these languages.
Do you strive to adopt these AI Search features in your organization to enhance the user experience? Our ServiceNow experts are on their wings to help you build the customized ServiceNow applications for your enterprise!
Let’s build customized applications for your organization to enrich self-service features!
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