Putting AI to work to transform the search experience

In 2023, ServiceNow's digital technology team launched AI Search on our internal employee portal. The aim was to improve the search experience and help employees quickly find the content they seek.

With personalized results, automated suggestions, and a more engaging experience, AI Search has made a dynamic impact internally. Employees are benefiting from faster, more advanced search results-with 26% more relevant outcomes-and increased productivity.

A mighty team of women work behind the scenes to make this possible, led by Renu G., director of enterprise search and conversational interfaces. "AI Search is no longer a solution that can help us find content," she explains. "Now it's taking it to the next level, where we're able to generate content and offer more intuitive experiences."

Elevated self-service

Encouraged by the success of AI Search in the employee portal, Renu and her team of software engineers have transitioned to improving the conversation experiences in our internal Virtual Agent called My Bot. AI and generative AI (GenAI) are helping the team learn what terms employees are searching for to enhance the results.

The women on Renu's team range from seasoned software engineers to early-in-career associates, bringing a diversity of knowledge to the search experience.

Leela T., associate software engineer, is incorporating what she learned about AI in college into her work developing My Bot. "I started my career with the search team," she says. In only eight months, "I've been able to test how users interact with the internet, and how they get the answers they want," she adds.

"The future is dependent on search and AI," Leela continues. "I had a great opportunity to start my work with this team. The Virtual Agent app I'm working on is making a difference in search results and self-service options for our employees and customers."

Committed to excellence

For Staff Software Engineer Alekhya M., the power of collaboration drives her passion for excellence in AI Search. Through teamwork and innovation, she and her colleagues thrive, delivering results that exceed expectations.

"The days that are most exciting for me are the times of critical deliverables, when my team and I prepare to deliver search results and we find something crucial isn't working," Alekhya says. "That's generally a pressure situation. However, these times have turned into situations of trust within the team, knowing we can deliver the best results needed."

Learning patterns through research and development motivates Alekhya to do her best every day. "The research and development thought process always must be in my lens," she explains. "Why do customers search for the things they do, and how do we provide better solutions and experiences for them?"

As technologies evolve, they'll continue to influence and advance search experiences. These progressive efforts will help shape a more inclusive and innovative workplace.

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