Configuring AI Search in Virtual Agent | ServiceNow

 

So I was just setting up AI Search inside Virtual Agent. This blog focuses on configuring AI Search into Virtual Agent using ServiceNow’s built-in tools.

Step 1: Check If AI Search Is Enabled

• In your instance, go to the filter navigator and search for “AI Search Status.”
• If you see a green status saying “AI Search is ready,” you’re good to go. 

Step 2: Understand the Architecture

Here’s the core structure that AI Search follows:

Component	What it does
Index Source	Defines what data (table + condition) AI Search will query
Search Source	Groups one or more index sources for a specific use case
Search Profile	Defines search behavior (results, synonyms, filters, etc.)
Search Application	Links the profile to your user interface (Virtual Agent in this case)

Step 3: Set Up Index Sources

Go to the filter navigator >> AI Search >> Indexed Sources.

You need to define what tables the AI Search should query. For example:

• sc_cat_item for catalog items
• kb_knowledge for knowledge articles

These are usually available out of the box, but you can create custom ones too.

Step 4: Search Sources

Go to the filter navigator >> AI Search >> Search Sources.

Each search source wraps around one or more index sources.
Examples:

• Service Portal Knowledge Base Search
• Service Portal Catalog Search

NOTE: You can edit the conditions inside each Search Source.

Step 5: Configure the Search Profile

Go to the filter navigator >> AI Search >> Search Profile.

I am using "Service Portal Default Search Profile".

While moving from lower to higher instances, please check whether Search Sources are attached or not in Related Links

Make Genius Results Active true for both catalog and Knowledge Article

Step 6: Set Up the Search Application

Go to the filter navigator >> AI Search >> Search Application.

I am using "Virtual Agent Default Search Application".

While moving from lower to higher instances, please check whether Search Sources are attached or not in the Navigation Tabs inside Related Links.

Step 7: Configure the Flow Designer for Virtual Agent.

Go to the filter navigator >> Virtual Agent >> Designer.

Search for Topic called "AI Search - Fallback"

Clone the Topic and inside "AI Search" Topic Block, change the "Search Application Configuration" and select "Virtual Agent Default Search Application"

Step 8: Link to Virtual Agent

Go to the filter navigator >> Conversational Interfaces Guided Setup.

Configure the Custom Greeting >> Open Default Chat Experience >> Setup Topics.

Attach the New AI Search Fallback Topics here

If you have any issues or query feel free to reach out - Linkedin