I think we are good we're gonna get started everybody welcome to Academy and um before we get started we'd like to share a few additional resources that we have available uh to you that are available at all times so you know that you can access our Ai and intelligence Community Forum there's a simple link for that SN that works slash Ai and you can access a ton of content that our experts are writing on the community side and you can ask questions and uh everybody's helping everybody is out there so that you can get your questions answered everything related to AI the the academies are recorded and then they are shared on the YouTube under the now Community Channel so if you go on YouTube and look for serious now Community you have a ton of recordings and videos of all the different topics including AI also be aware that we have an AI get started with AI solution course that's on now learning there's also a related course called AI blueprints that can be accessed really good information for you if you're getting started with AI and looking to ramp up your staff on that and also if you wanted to partner with servicenow in a default to share data and accelerate the Innovation on the AI side you can join our Global AI Innovation program and for that you can use the email address that's written there before we get started you know we typically share content of products that are available already on the platform but if you have if you have questions about what's coming in the roadmap and we do answer that or we provide more context on that then we will make sure to apply save Harbor notice there it simply means that as much as we like to share the roadmap with you then when it gets to the point of making a purchasing decision it's always better to check with your accounting about what's available at the time of purchase really happy to to be joined by Mo today to talk about a specific customer implementation right thank you very much like and yeah welcome everyone to our AI Academy webinar really excited today to be talking about how servicenow impact can support you also drive better search experiences with AI search in your organizations so really excited to kick this off and let me use one so in terms of our agenda for today we'll be discussing about servicenow impact which is an an offering for our customers we provide our product where we provide further support there and also talk about what the with service now impact what are some of the accelerators that can help you accelerate your time to value and help you in terms of your product adoption there as well and also look in terms of some recommendations when it comes with AI search specifically so with that let us just to get started and then talk in terms of servicenow impact so our customers are looking to accelerate the results and realize those sustained Returns on their Investments so in order to help align their strategy and execution towards the business outcomes and help Focus some of those more value-driving Innovations and not ensure that they're not creating that gap between a future state vision and what their organization is able to achieve in the short term we released the solution servicenow impacts so the point or while why you uh consider service now impact is companies are under under pressure to outpace and innovate so or many organizations are investing in Technology Solutions to drive that value and a recent report from IDC found that less than a third of them are successful in executing on those expected outcomes that they set so we spent 24 months in analyzing our customer base and trying to understand how and where customers get value from the platform and accordingly this service now uh the the we found common teams and hence why service now impact was born there to show you first the pace of innovation so all the obstacles that you can imagine in today's environment as well an economic climate there there is also the pace of innovation that is increasing and customers desired outcomes your desired outcomes there as well as the ability to adopt Innovation there is a value Gap that is increasing there so to address uh some of those and also talk about what are the value Gap drivers there I was also looking into lack of expertise here so customers mentioning that their teams lack the right education support and tools to nail specific implementations or in terms of personalized guidance so resources are sometimes too General and if you need guidance personalized guidance to your specific use cases there this is also something that is addressed in Impact then about time to Value there so how you can accelerate that time to value is not a great aspect that is addressed in Impact how that is addressed is that impact is a tech enabled value acceleration solution so it provides provides enhanced support experience access to our expert guidance as well as on-demand training there it's all delivered through a premium digital experience and you can track and really manage your the value realization Journey from your investment Within servicenow so as part of this we how you can close that the value Gap there with servicenow impact is this uh these three pillars that we support you within the IDE so that is the impact digital experience so our team here which focuses on the impact accelerator catalog where we have certain AI capabilities and we provide accelerators to support customers in those offerings accelerate their time to value and show them the out of the possible with such Solutions now in terms of focusing on some of these accelerators that we provide as part of this uh of the impact offering as you can see here our team which is the technical accelerators at scale team supports some of these uh these are some of the the offerings that we have there in regards to upgrades virtual agent tuning up your virtual agent if you're already live with the VA as well as jump start your AI search and others so if you have if you're interested in certain in these capabilities or have uh or in terms of just adopting them or looking into enhancing them you have them already in your organization and trying to enhance them even further this is where a great uh you can it's a great opportunity to take a look at these accelerators to support you there and now to focus on some of the AI accelerators so we currently support these accelerators that you see here let's jump start your AI search jumpstart your VA so if you're just initially starting your journey with the VA or AI search there we can show you what is the out of the possible and a digital twin of your environment which is a clone of your environment there and we can enable AI search there and show you what the out of the possible is with it and there's also a virtual agent and tune up your virtual agent that we support there as well as expert connect which is a special type of offering we have where you can engage your servicenow SME in any uh subject there that you have in a one hour session with specific specific technical questions so any ai ai related ones as well or capabilities that we have there those are also common questions uh that were posed through this expert connect ones relating to predictive intelligence for instance or if God's customers impact customers are trying to understand what is in the AI roadmap or what are we thinking about and the direction and service now is going towards now to focus on a specific one that we have worked with with a recent customer ukg so in a jumpstart your AI search I have worked with them in the just in April there and ukg were looking in terms of how they can optimize their search experience for their end users there so AI search was the natural Next Step that they were taking so we all know ukg is one of the leading HCM Cloud solution providers there they they work globally have over 70 000 customers globally that they support there so in order to improve the the search experience within their portals AI search was a great capability because with it they were not only the ease of implementation there as you can see they're implemented AI search and went live within four weeks of doing this accelerator but also there is the localized and Persona based search experiences so they have users they're a global organization they're they're base there is all over the world so if a user they have they work in us for instance in India Etc so if there are users based in these different regions they would like to get knowledge articles in those regions first presented to them so localizing that experience is a great capability you can do with AI search and also the great enhancements with machine learning capabilities so it looks at what your users are clicking what they search for and accordingly it optimizes those search results and there's also the google-like typo handling and actionable results so it's a great outcomes that they realized as a result of this accelerator which was which helped them accelerate their time to value with the AI surge implementation as well as reap the benefits of AI search for their user base there as well so it's a great uh the partnership there with ukg and in terms of improving their end user search experience so now not just limiting it here so how can you take this and apply it within your organizations as well so if you leverage AI search today or are thinking about leveraging AI search how could you analyze and improve that search experience so there's multiple ways you can look at when looking at AI search that you can analyze your user-based search results so if you're still not consider using it to understand where you are with your search experience and how you can take your search experience in your organization to the next level but that there is the AI search analytics so we provide you with an out of the box AI search analytics dashboard which covers here all the elements that are critical or variables that are critical in terms of measuring search engines there so elements like average click position so where it tells you a measure of where your users are clicking and self-solved rate so click through rate such important variables that are important in terms of search engines there those are already provided for you out of the box it's really help you helps the admins there dig deep and understand what their users are searching for or and are they getting the right results there and some of the critical variables that I've just mentioned there so average click position cell salt rate so these are critical to measure and also ensure in terms of best practices so for Best Practices as you can see the click-through rate that is ensuring it ensuring it is above 50 your average clicked position which is as mentioned the measure of where your users are clicking so our goal there is to keep it below three and then in terms of queries with no clicks and no results that is uh opportunities where you can further tune and improve your model there your search relevancy model as well as indication that also could be indication that you either don't have the the content coverage currently and possible areas where you can include the knowledge coverage there as well so these are some critical variables to look at but nonetheless there are also tables that you can so those the dashboard there provides you a great overview but if you want to dig deep and do a search analysis study then you can also use some of these tables that are available out of the box as well so there's two sets of tables one is the search signals table and there's also the search suggestions table and firstly covering the search Signal table so this captures all user interactions so let's say the search and click on a specific result there in your portals this is the table that captures it and this is the table that is also used in terms of your machine learning relevancy with AI search which looks at what your users are searching for and clicking on so as you can see here the search key return as well as exactly what they click on is also presented in this table so this is what the AI search will utilize in order to improve your the relevancy model that you have as well on a continual basis so this the the table here the outcome of what how you can leverage it is you it provides you if you Group by description there and sort by descending order you can get the top clicked or highest interaction results which are also displayed in the dashboard there and you can get the whole list you can export it if you need to analyze further but what you're essentially these records are your most clicked on or most popular records in your organization so essentially you need to ensure that they have the optimal user experience so they're presented within the top five results and as mentioned our average click position best practice is top three so ideally within the top three results there for my users so I can check which records are much most popular there and accordingly ensure they have the best right the user experience and are they do we have any questions yeah there was a question um the the Q a it's uh is the AI search analytics part of the advanced AI search management tools from the servicenow store correct so so there is the the one of the the this there's two dashboards or actually three dashboards that come with the AI search analytics so this is part of the user experience dashboard not the advanced AI search management tool there is also two other dashboards the search profile analytics as well as the search index analytics and those two dashboards come as part of the the advanced AI search management tool plugin thank you and I will be demoing this very shortly as well and then we also have the other table the search event table so this is a great table it also captures all the search events that occur in the different applications that you have there so in here there is also the click rank which is captured which is a great which tells you exactly which result your user clicked on which whether it's the first result the second result or the third result so if you would like to also analyze your previously using zinc and you currently use AI search I want to realize what is your improvement in average click position that you have there you can use this table as well to do that so you can filter by the AI search profile for instance and that will provide you an option to go ahead and filter by AI search profile as well so you can see zinc versus AI search what your average click position or what your improvement in search quality is as well and this can be done as well for AI search not just the AI search versus zinc now in terms of some tuning recommendations so there are AI search obviously in terms of Maintenance there the bulk of maintain and suffered is done by the machine learning relevancy model and out of the box it's anywhere very very capable of search engine there however there are several ways that you can there are several tools that you can leverage in order to further optimize your search result there so for instance here in terms of a tool that you can use is result Improvement rules and this is a great tool that provides you the manual flexibility so you can promote boost or block content depending on the user context or business requirements so for instance user contacts like I want to have different sets of knowledge articles available for my users depending on their role the location that they're in there the region that they're in there's quite a few uh context variables that we have that you can leverage in order to personalize that the search results even further for users so that's what one AI search setup just using these result Improvement rules which take a minute to set up and I'll show you an example of those those you can further than extend the functionality there and present users localized or personalized experiences as well then there's the synonym dictionary which is another tool that you can leverage there and here the use cases you can expand search queries or acronyms by including the additional terms so to give you an example there if there is Wi-Fi you can or VPN for instance VPN you could extend it out to Virtual private networks so the acronyms or the words there those can be expanded with the use of synonyms but here it should be taken into account to be cautious with the use of synonyms as you it could confuse your AI search model so to give you an example if you include an example that notebook is a synonym of laptop and you have a corporate writing notebook in your organization as a catalog item whenever an end user searches for the notebook then all computer results will be shown if you set that as a synonym as they work bi-directional so it should be taken in terms of the use of synonyms you should be cautious with the usage and we also have meta field which since the Tokyo release is also taken into account as part of your the machine learning there so the effect of synonyms and result Improvement rules is immediate so whenever you publish you add the result Improvement rule or a synonym and you publish that the search profile you will immediately see the effect of it with meta it is taken into account as part of the machine learning relevancy model which happens on every 30-day period so that is if certain conditions are met and that is there is enough click-through rate so with that the amount of field has taken the the effect of the Metal Field will not be immediate as seen with these synonyms or result Improvement rules but these are as mentioned tools that you can use to further optimize your models but there is also the continuous learning that happens through the machine learning there so as mentioned it uses the search Signal table there that captures what your users are searching for what they click on and that will be used to further optimize your search model on a continual basis so it drastically reduces your maintenance effort of AI search as well and are there any questions before we go ahead and move to a demo yeah yeah you have a few questions again I want to emphasize on that point uh it's really really important you know one of the challenges we have in large organizations is that the the the the effort to maintain us it's and it's it's uh it's really a burden on us and adding AI search use machine learning to to improve over time and learn from interaction is is really a key here to to allow large organizations to scale to scale uh with that being said we have a few questions somebody is asking if we can have custom personal based like user slash HR profile fields the operation worker versus manager versus professional Tech users yeah so it currently uses the out of the box your user context Fields there that you have but this is something that we can take a look at as well it is not current if you have custom Fields within it works according to the ones that you have in your user table so if you have custom Fields there then it's not taken into account okay and somebody's asking us if what's the best way to try AI search out should we do it directly in prod or in a non-prod environment yeah so it is obviously always uh best to to test it out in your lower environments and accordingly then enable it in your prod so out of the box here I search and it's very capable and the the kicking kicking in of the machine learning there that is when you have enough click-through rate so that is when the when the clicking or when the learning will happen is when it goes live in production as you you need enough click through right there yeah exactly I think that's a great point is that if you test that out in sub production you won't be able to move all the training uh to production but because we mentioned impact accelerators again if you are an impact customers you can have access to most team and they can Implement that for you on a on a digital twin of your instance so that's really the best way to go as well uh license to get these two additional plugins I think the one we see on the screen yeah let's understand there's no licensing so AI search is a standard platform feature but I'm not the best to answer in terms of specific licensing capabilities but I'll come back to you with an answer there yeah and I think that AI search data data labeling tool is actually an innovation lab plugin I think and it's free of charge but again check with your account team and AI search admin console and advanced tools um again I I'm almost sure it's free of charge but check with your account team be do we need to what do we need to do to enable air search on the customer poll so is the customer portal uh the one of these service portals there that you've created because if that's the case all you I can will demo that in a second actually since you are already here all you will need to do is just go to portals and within portals first you need to request AI search uh before that so that this is where you request AI search you go to AI search status and once uh here if you still have not requested AI search there will be a request AI search button and once you request it then it will show you that AI search is ready once AI search is ready then you can just go to the relevant portal that you have there let's say to give you an example it's my service portal and if you scroll down there there will be an AI search you can enable it from here and connect the relevant Search application this is just loading but it will be there up in a second yeah so I think uh under AI intelligence Community Forum we have an uh getting started with AI search article that is going to work you through the steps of getting started to enable AI search on your portals and uh on the next experience as well so if you wanted to use a AI such as the platform search and if you are using a next experience you could do that I recommend we go to that get started article there but at the all the information indeed all right I think we can get moving with exercise and we'll go back to the questions after so in terms of the exercise so here just we'll focus on today is how you can focus improve as discussed improve your your search experience there so there's multiple the dashboards so that you can use there so as discussed there is the user experience analytics dashboard and there is also two other dashboards that you can leverage the ones uh that was just posed in the question that are part of the advanced AI search Analytics tool so those are the search index analytics as well as the search profile Analytics and we'll come back to those but we'll also what you can leverage are those two tables and then accordingly leverage this information once that just uh nodes here and I have One open here right up here and this is then the user experience analytics dashboard and you can click on the relevant application there let's see if it's money employee Center and then I can go on the left panel and click on search analytics which will take me to the AI search analytics dashboard and within this dashboard and once it low and this dashboard here as you can see I have the information first regarding my adoption of AI search average response time then there are some critical variables that are also presented here in the bottom average click position which tells you a measure of where your users are clicking the self-solved rate which is your click-through rate and then information around queries with no clicks and no results and those ones are great tuning opportunities that you can identify as well also looking at the table that we just shared in the detector this is a search event table that also will show you around the average click position once below five those are good considerations as tuning opportunities as well of the tuning opportunities well I'll come back to the tuning opportunities just to show you the other dashboards as well here the search there we go so this is the search index analytics dashboard so with it here as you can see I have the total number of index documents I have I have as part of this instance then by index source as well so those are the different tables that you include as part of your search capabilities and then the different configurations related to AI search there then there is also a second tab which also looks into your queries that are run against each search profile that you have once by different languages and also aggregated over time and you can change the time frame there as well now coming back to the in terms of how AI search is or how you can leverage these then to go ahead with tuning tools so looking at queries with no results or ones with no clicks there those are great ones to go ahead and start using tuning tools to optimize those results so to show you an example here with result Improvement rules they lie in the search profile which accommodates all our the search experience how the end users experience looks like there so I can show you first uh an example here if I just search for laptop for instance then I can be presented with a certain articles or catalog items there however let's say I see a need to move this Windows 365 Cloud PC is a new uh is a new catalog or a new product that I have within my organization and I want to promote this up to the top whenever an end user searches for laptop and this can be a great use case to use result Improvement rules so I can go ahead create a result Improvement rule for laptop whenever the query and here the start date and date are automatically populated you can also increase that time there and accordingly I can include whenever the query contains a specific queue return there so in this case laptop I can promote boost or block content depending on this query that the search term that I've added or also any of the user context variables that you see here whether it's Department job title language Etc so just now that example that we had there if I whenever I search laptop I would like Windows 365 Cloud PC to show up on the top so I can just include that update my result improvement tool publish the search profile which is an important step to do and once you publish the search profile I can just go ahead and reload that let's just reload and as you can see now the top result there is Windows 365 Cloud PC so just with that simple change there I can already start promoting results so not only that I can also do this by the the user Persona there so to give you one more example there around how I can personalize content for my end users there so let's say to give you a use case and you have your organization or your department your users there in your Development Department whenever a user in that in your Dev Community looks for a laptop they should be presented with developer or development related laptops so to show you that for instance we have here if I search for developer laptop or oh for a developer laptop I do have a result here for a specific laptop that you see here developer laptop so I can present these results up on top whenever an AI whenever a user there presents looks for that specific laptop so how can I do that is just including a laptop here and then query contains whenever it contains laptop and my user contacts there their department is from the development I would like to present the ones related to Dev to them so I just request to put the two laptops that promote the two documents and again just publish update my search uh the the result Improvement rule publish my search profile and I can go ahead and now just search for laptop and this is just without it I'm not the user here so as you can see I'm not a this Persona is not from Dev it's just same results they're presented however if I impersonate a user from the development department there and they search for laptop as you can see here the results first results now that are presented are Developer laptop and development laptop unlike my previous one and this one is presented as the first one as I have there I've also included the result Improvement rule whenever a user searches for laptop presented first so this is a great way so to have for your different user personas there let's say they line HR but the it users if you want to present different sets of results to them with just the same setup this is a great way to go ahead and do it and as you can see it just takes a minute to set up such uh to set up such a result Improvement rule then yeah are there any questions on these result Improvement rules and how you can improve performance that was great that was great thank you somebody's asking us so on the topic of looking through the lens of different person as uh could we actually look at that analytics dashboard and filter the content based on a specific persona so the user is captured um here in the table that you have there is to show you and the long table name but uh this is the search or the impersonation okay so it sounds like if we want more granularity in terms of which users are doing which query we do need to use those tables uh the dashboard itself probably will not get you the information uh so using the tables can get you there but that's also a great feedback for our product team that I can take and and and pass on as it is in very interesting use case I think we are good for today thank you so much for all the content today more and I'm happy that we learned about impact and having that specific use case and learning about AI search I'm sure was very very uh helpful for for a lot of our participants today thank you thank you everybody have a great day take care