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Transforming ServiceNow Portal Search with AI Assistant on Web

Forum|Forum|12 days ago
August 4, 2026
2 replies
142 views

By integrating AI Assistant on Web directly into the search experience across our traditional Digital and HR ServiceNow portals, we're making it easier than ever for employees interact with InfoBot to find answers, access knowledge, and complete support tasks.

Since launch, adoption has increased by more than 150%, reaching 5,000+ users per week, while maintaining a 4.0 CSAT score. Just as importantly, interaction data from the search experience is helping us better understand employee needs, identify knowledge gaps, and continuously improve our content and support experience.

By bringing InfoBot directly into the flow of work, we're reducing barriers to adoption and making support more accessible, intuitive, and effective for everyone. This marks another important milestone in our ongoing AI and digital transformation journey as we continue to simplify access to information, enhance self-service, and create more connected Digital and HR service experiences.

AI assistant on web

JenHanley

Community Manager

This is awesome. Love that you put it right in the search experience instead of burying it somewhere. Nice work, and thanks for sharing!

gloriakang

Employee

Thanks for sharing a super effective strategy to meet your users where they are! Very impressive impact reflected in the metrics.

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