welcome again this is nabil aspie i will be your host today for the ai academy thanks for joining us for today um just a reminder this is the second ai academy session uh and the first one was a really cool one exciting did cover a new product called the document intelligence if you want to check it please go to servicenow dash now community youtube channel to be able to see the recording and also you can visit our ai and intelligence community to see content from our experts in the ai field we will be dropping the link for you in the chat today is a great session this is going to be the first session where we cover the ai search this is going to be one off series of sessions around ai search in today's session we're going to go over the necessary steps to get you live with the i search out of the box without much of configuration to understand the basic elements we have here rahul hi good evening rahul thanks for joining us i know it's really late your time so thanks for making this happen rahul the sages is yours can you please uh tell us a little bit about you and your role in service now and take us through this uh presentation hey thanks nabel and hey hi everyone this is rahul madawarapu and have been with servicenow for the past five years and my team is air solution success and we work with the early adopters of the new and upcoming air solutions and we want to see how we can measure the value of air solutions and try to see how we can scale these solutions for the next hundreds and thousands of customers awesome so rahul um as i mentioned today you're going to take us through the necessary light touch steps that we offer with the i search first can you tell us a little bit about ai search what is it what is the value of it and then we can jump to questions please feel free to leave your questions in the q a section uh we will do our best to answer those these questions um we're all the stage is yours thanks so today we have an easy access to information right at our fingertips be via our mobiles or virtual assistants and so their expectations or the users expectations have changed enormously today and the reason is they expect to access info from any appropriate device in context at the moment of need so let's quickly dive into to talk the brief history of how the search has been for the past couple of years and where we are today so with that uh let's start with the keyword search so these type of searches it looks for the keywords from the queries in the content and then we move on to the semantic search and it's a search with meaning that's nothing but understanding the query instead of simply finding literal matches and then we move to contextual search it focuses on the context of the query and then with that we move on to the cognitive search where it generates search results based on the intent behind the user query and then today we are also capable of doing the actionable search which is the capability to present the user with not just the relevant search results but also with the action that needs to be taken so with this understanding to provide our users with these evolved search capabilities we brought air search starting from cubec and air search has three pillars which are natural in understanding it's being smart and it's really easy to set up so let's see what does that natural mean for air search so it has the capability to auto complete the user queries and it can auto correct itself based on whatever the typos the user searches for and it has the capability to understand the intent of the user query and air search is available in different languages so to say it's capable to work in the whatever the servicenow language it's supported so then let's talk about how it's smart so a search is capable to learn from the user behavior and what are they trying to find over the period of time so it learns on its own which is the self-learning capability it has got because of the machine learning based models and it's capable to provide that answer snippets for the questions being asked by the user instead of going through the whole kb article they can just see the snippet of what exactly the answer they are looking for and then also comes the actionable results which are called as genius results based upon the query and the intent of the user being asked and then we also have this query rules which helps or give the extra capabilities to the admins to boost promote and block the search results based on the user context and as we just discussed a search it's really easy to set up and it's really easy to understand how the air search is performing over the period of the time for this we do already have a centralized air search admin experience and we do have the inbuilt or out of the box search analytics dashboard which helps to understand the behaviors of the users and try to see how the queries are trending and it also comes out with out of the box evaluation tools to help understand be it in the testing phase or once the air search go live how we can tune it further so there are tools available out of the box and all this packaged within a modern ui and ux which is really intuitive to navigate around and with this all we just talked about okay what a search is capable of how smart it is and how natural it can respond to the users but at the same time why do we still want to go ahead and get started with air search the reason is simply what we experience with our customers and we want to make sure that everyone jumps onto this wagon much more at a fast faster pace because we found the search results which are coming out of air search are in better relevancy and at the same time they are capable to deflect and provide those solutions much more quicker way and not just setting up a sh but it also helps other a capabilities like it really reduces the number of nlu intense that need to be created for example we experience almost 57 percent reduced setup effort yeah i think uh rahul uh this is really important point when it comes to integrating our search with virtual agent it significantly reduce the number of intents because you can rely on your existing knowledge base that already exists and enabling i search and it is really powerful i do believe that the virtual agent academy cover that topic it's really powerful i would really recommend for you to check it i'll try to post the link to that session in the chat that's straight yep and with that how we do as i just discussed about the analytics dashboard it really helps to dig deeper and to see what the users are asking and if the content is available or not we can get that actionable insights right in the out of the box dashboard to understand okay if there is a lack of knowledge or lack of catalog item or some content we can or the admin can really focus on those items and get the jump start to give their end users the better experience and with this let's quickly jump onto and quickly see how we can set up and do the configuration for air search and even before doing that i want to quickly show how the employee experiences the air search in the service portal so for example me being an employee i'll just go to the service portal and i want to search few things so let me see probably i want to search for okay i want to order a laptop or i want a new laptop for my work but for that because me being an end user i'll simply say sales computer that means a lot of that is dedicated for the sales department right and but at the same time if you see here what we just i asked for sales computer but the results what we are looking at are along with the computer we are looking actually for the sales laptop if you understand a search is capable to understand that synonyms and it immediately changes back with computer but it shows laptop and it works bi-directionally even if i ask for laptop it does show me the similar results including the computer oh at the same time if you see this being in a hurry i being an employee and i have so many other multiple things to take care i just in a hurry i also did a typo but even then a search was quick enough to understand what's the right word and it auto corrected itself and it's showing me exactly the sales laptop for me and all this auto correction it learns from the existing content read the knowledge articles and the catalog items so here if you see even thinking back to that synonyms it does understand not just the laptop it does also understand the computer so with this and also quickly this is the genius results what we're talking about the actionable search results you know the sales laptop it's a catalog item but i do have a quick button what's the action i can take that's basically requesting this sales laptop and it doesn't stop at there because air search it learns from the user feedback not just passively but also active user feedback so if i say was this solution helpful because yes i did ask for sales laptop i can give my feedback and with this feedback actively can learn from the users and also passively based upon whatever the clicks i gonna do based upon that it understands for a given search query what are the type of search results i'm clicking on and similarly so rahul you you mentioned that it does improve that does not just to confirm that does not require admin involvement you just learn from the user clicks and interaction is all right exactly yes uh there is no human intervention required no any admin need to come in and tell okay these are the new popular searches you need these type of visas it's not at all required and it's all automated that's awesome thank you and let's also quickly talk about this experiences what this because this is the place we are seeing how the employee experience the air search let's also see how they can experience air search within virtual agent because our aim is to make sure we give the similar experience across the channels build the portal or in the virtual agent or even in the now mobile or even in the slack and mix of teams of watch legend so let me ask the same thing probably say sales laptop so the expectation is we want to see that similar search experience and the similar content because it's all the back end and the content available is all the same so if you see i asked for sales laptop immediately showing me the signal genius result which is the sales laptop and if i gonna say show me more so what we gonna see is the similar search results under here the regular results which is the same so this is what i mean having that same experience across the channels this is this is also awesome so rahul just to reiterate and confirm this is not a dedicated topic to order laptops although we love creating the topics we don't want to offend victor who's on the line this is just ai search that triggered this as an experience because it could not find there is a topic that matches yes nabil that's right that's absolutely right and because it didn't find any topic so it immediately went into the search fallback and it took the a search results and present it to me so it's yeah so it is really great to enable it in va just it makes va with the less number of topics that you have uh really powerful because you have ai search in the back end it's great thanks for sharing that yep that's good and yeah this is why as i just want to reiterate we want to make sure come and set up this a search first and see how we can bring up those relevant results and see that experience of getting that right results for the end users and then decide on what are the new topics you can build on and with that let's quickly go to that admin experience of how they can quickly do the setup and config for air search and before going any more deep and we want to make sure this here i want to quickly showcase rather than going in and going multiple pieces together i want to show a map of how different config steps are mapped together here if you see to start with a search it should have an index source so it's basically we need to index the tables which are nothing but the content which we want to be searchable for the end users and once we index the tables of service now and then we move on and connect it to this search sources so search source is a place where we limit the content users can search so you can add that filtering and we can build different search sources from a single index source as we see here and then we get on to the search profile so this is where we accommodate all the experiences for the search and how do they look like and what are the auto typing or what are the typo handling and also the query rules which we will be seeing in a short time so all these are defined under search profile and a given search profile can connect to multiple search sources and then once we have a search profile setup we create a search application this is where we specify what's the search engine which we can apply for a given no platform application like be the non-mobile or virtual agent or a portal so this is how all these things or the setup steps come together and for this we'll quickly jump back and see just to confirm one thing if you don't mind going back to that slide uh so many of our customers already have zing as their search if the customer to have a search ensign both enabled that means it is going to be enabled at the search application level so you would have two search experiences one and i do believe the second box from the right there where you define that one application will look into zing and the other one would look into a search is that correct yep exactly nobody so at a given time a single application can only work with one search engine so where we define that's all in search application for example if i enable my service portal with a search i can only use a search within the service portal so it's better that way so that the experience in a given application will be still standing the same across and let's quickly see definitely and for example i get into one instance and this is the place where if i start typing a search on the future navigator this is the place where we start i click on a search status then it generally if it's the first time you have never installed or activated a so this is what we see and this is the place where i want to point out that unlike other applications or products within servicenow where we simply go into a plug-in and activate be the platform applications or even the store apps if for air search we don't go to a plug-in page but rather we come to this a state a search status page and we try to click on requesting a search so once we click on requesting a search so this is how it looks like it says a search is requested the reason is a request will be sent to servicenow and an automated operation will kick off which might take a day or two for the air search to get activated the reason for this is a search requires unlike other applications it needs other capabilities to be provisioned in the data center so that's why a automation process has to be taking place i see so if you want to confirm that if you have ai search enable yes or no you go to ai search status page to confirm and you have multiple options to request requested and then approved right yep once it gets uproad so let me show you here how it gonna look like so this is the instance where i have the a search activated and it's gonna say a search is ready yeah and it immediately points us to the next steps what the admin can take so one is they can go into the guided setup which we'll go into in a few and also it asks them to install one of the store application which is advanced air search management tools which is really important to get those tools in the testing phase and also the experience analytics which will be part of this store app i see so now we have it ready how would you start configuring this yeah so as it clearly points me right in front of my screen it says guided setup okay where else i can go i'll make use of the servicenow's guided setup it quickly points me to the step by step without any much i don't need to go out of my instance go search my documents or any other place but rather it directs me step by step here if you see what we can do with ash and what are all the steps required it's just a matter of going step by step which are pretty quick and to start with we already have provided out of the box configurations which can be reused by the users so for example to start with defining the search searchable content for that if you see indexed sources and here if i say i want to configure so here we can see the list of already existing out of the box configurations for the index sources this is the place where we index the existing service now tables to be part of a search so because these tables are already available out of the box i can use them right up front and they will be already indexed and if you see along with the parent table which is the kb underscore knowledge even the child tables are available and they are already attached to the index source and along with that we can do other advanced configurations example the one quick or good capability when we come to air searches it can also search through the attachments of the kb articles so that's where we can try to index the attachments as well and we do have this indexing history right here and then quickly we can switch on to because we already did the indexing of the tables then i want to filter the content which the users can see for that i'll go to search sources and we can also do the same thing even if you go to the guided setup and here if you see the first sources already there are existing multiple search sources on the similar index sources so for example i can pick the service portal knowledge bases but at the same time there is esc portal knowledge basis as well which means we can create multiple search sources for a given index and here this is where we use just the filtering condition to say okay what's the content available in that particular table which i want to expose in the search results for my end users this is how i give the filtering and it quickly shows me what are the records which are matching with this query i can preview them so this is how once i do this search sources then i want to set up my search experiences so for that i'll go to search profile so search profile is the place where we combine how the experience looks like basically for a given search for example be it for the they i can create profiles for it portal or i can create profiles for hr portal differently and let me pick this out of the box service portal which is already configured for me to be used and if you see all it's already connected to the search sources which is the service portal knowledge bases or service portal catalogs and there are other advanced experiences it can provide for which there are already out of the box availability of the synonyms or the stop words and with all this i can always go back and because i have the search experiences set up because as i'm going through all this setup because i can use already existing content here this helps me to go through the setup process at a much more faster pace so now i want to connect to the search applications so here if you see there's already out of the box search applications this is the place where i was talking about i can select the search engine which will be working for this so i can pick the service portal default search application which is working with air search so i think we have a question on this so as i think i mentioned this before so if you can have two type of search engines you can have ai search you can have zing so i think we have a question that says can we enable ai search but not leverage it yet while the zinc search engine is still enabled and begin training the ai model then once we have maturity of the model switch over yes so you can have that and it's not going to be exposed until you come to the search application uh and change that so answer the question one thing so yeah so with that uh understanding yes we can have it here as a search but when it comes to the service portal oh there is a way if we are already coming from the previous releases we need to activate it so for that i can quickly show the place where so if i can go to portals and service portal because this is the place where i enable using a search for this specific portal and i connect those search applications back here this how i can connect if it's totally a new instance but if it's you are coming already from an existing past releases where you are already using sync then you need to make these connections and also make sure you're using the up-to-date widgets which are leveraging the latest a search capability the reason why i'm saying specifically is they always be most of the times customers what they do is they use a customized widgets and in the customized widget because they won't get upgraded for each release unless they do it or add those updates explicitly so that's where we need to be careful of making sure we are using the widgets which are up to date so that they can leverage a search and with that coming back here we were talking about the search applications because this is the configuration which i gonna do to give that understanding of how my end search results look like be the ui when it comes to when i talk about the ui what i mean is the facets the navigation tabs and also the auto complete suggestions so all this yeah so those those three related tables are a way to configure the end user experience search right so you have the filters on the on the left right yep so these are the facets and then we also have the navigation tabs over here so basically facets we can configure we can try to customize them i can show it just in a few minutes and coming to the navigation tabs basically the navigation tabs are coming from the search sources and how these search sources do come is if you see for a given search profile i attach this search profile to this search application configuration as we already experienced these search profiles are connected to search sources so for this you do have search sources from knowledge bases and catalogs so these are the things automatically added back here for this let me go here and see yeah under here the navigation tab one for knowledge table and other four catalog item they get automatically added but that said i can do configure the facets this is where the facets helps basically to provide these whatever the search users performing they help the users to refine their searches using categories dynamically generated from the current search results so what i mean by that is let me quickly go over i can quickly show for example right now here we see let's close this so i i mean all navigation tab all means it will show the results from the knowledge as well as catalog that's the physics we do see here but if i switch to knowledge if you see it dynamically changes the facets as well because it shows me the options only for selecting something filtering on knowledge and similarly goes with catalog where if i select cat log it just shows me catalog and categories and let me quickly add for example i want to add a new facet where probably i want to see the catalogs which are specific to a vendor so for that what i can do is i can simply go here i can add new and i'll do to say okay catalog vendors i can give it a name and it will automatically take that label as well so this is the facet field so i'm trying to get filtering done on the table called service catalog which is sc cat item and i want to do the filtering on a specific field that's vendor and i'm going to dot walk and say okay see cat item dot vendor i'm going to say and i'll put a order for this probably 50 and it's already active is check marked and i'll submit this so here if you look back and there's a new facet added and i'll go to my service portal and i'll just reload so if you see we already have a new filter added based upon whatever we configured just now so that i can give my end users or the employees the experience or the capability to search through in a multiple levels so i click on catalog vendors and i do get the names of the vendors specifically i can simply click on vendor and it just shows me the results for that specific item and this is how you can have this quick setup with a search and this is how we can configure over through with a minimal setup we can just get up and running with air search be it in our portal or even virtual agent similarly it's just a matter of configuring them within this search applications and connecting them back to that no platform applications that's a great role so if you don't mind just if we go back to the slide where you put the structure together so we can reiterate what we did here uh so the flow is that you need to define first your index sources although we do have uh out of the box ones right and then you would create search sources with adding conditions to filter what to be shown and what not so for example you can have source for hr and s and i t and then for you can link them to one employee profile we can create multiple profiles so you can have employee profile manager profile depends on your preference and with that employee profile can be reflected in the va right or in in the via application or in the portal application and then you just connect it to the application i think this is really important kind of to understand the flow that we went through and while we do that uh we have a few questions that would like you to answer um we're getting uh the first one we are using genius result we'll installing i search impact the genius results so if the question is installing a search impact genius result is that i think i think we might need more context because it says we are using genius well installing a search impact the genius results okay let me give a con okay let me explain this in a way where genius results is a feature within a search basically because we are talking about actionable search results the actionable search results if i can go back to the service portal so it's available only via ai search yes exactly if you once you install air search you can activate genius results so this is nothing but a genius result where you have this actionable button to click on and also one other quick thing i want to show you guys is we are talking about the question and answer things so it's also there is other type of genius result which is the q and a so where for example i was talking about you don't need to click on the whole kb article to get to your answer but rather a search is smart enough to just show the snippet of the answer so let's see how we can do that so if you see already because of this auto completions based upon the existing content and the search popularity it's already bringing me what i should be typing in for but anyway because it's already available i'll click on it so this is what i mean this is another type of genius result which is called q a where i asked a question to air search and it was quick enough and smart enough to say it exactly showed me what i need instead of me going to that full article i can just read through what the exact answer i need i can be all set yeah awesome so you don't need to open the article to get the answer exactly are there any other type genius results so what we have right now is a q a and service catalog request yeah right now out of the box we do provide the catalog items the q a and there are also available we do provide the other table which is the users even the users we can have it available because service portal we already make it available out of those only the catalog items and the q a but whereas there is other out of the box search profile which is called the employee uh so let me go back here search profiles let me show you the out of the box one so here you can see you can search employees and users the platform yeah names yeah if you just uh search with their names we do have the setup already available out of the box that's called the esc portal people i see so while you configure that we have a very short poll it's one question i would love to get your feedback i'm just going to run it while rahul takes us and through this configuration so please go ahead and participate what we like to know is what are they search sources that you're going to enable knowledge bases one service catalog if there are other tables that you think in service now or external please share an example in the chat we'd love to get your feedback on that it's really important for us to learn awesome so i'll stop the search and let's see the results hopefully if there are other cases you can type it in the chat so i can see that knowledge-based service catalog are the top two make sense but still significant number uh requests other tables and external um and if you would like to specify please feel free to leave these sources name in the chat we would love to have them out of the box and that's really great to see and last big surprises yeah this is this is great um so um rahul do you still have uh more thing to show us or uh we're done yeah i think uh this is the basically the basic setup how to get it started i want to show and one thing i would suggest is because most of the customers because they are already moving from the older is to the newer ones and they want to activate a search for those what i want to suggest is make sure your widgets in the service portal are updated and they so that they do use the a search capabilities so that's one big thing and we do already have the content out there in the be it in the community and as well as the docs and how to go about that awesome yeah so bro thanks a lot what we did today we covered really basic as you can see within i think 30 minutes we were able to enable it as long as the eye search request was approved to go live with ai search um stay tuned please for the next upcoming sessions where we're going to cover more advanced topics on tuning and taking your ai search implementation to the next step we'd love to have you over there thanks everyone for joining today if you still have questions please feel free to visit the ai community thanks everyone thanks everyone you