🚧

This covers Moveworks Copilot

Moveworks Copilot is the latest conversational experience

Overview

Knowledge Search enables the Moveworks Copilot to answer a user’s questions directly in chat, by understanding the questions and responding instantly with a summary from retrieved snippets, which can be viewed in the Citations page with links to articles in the knowledge base, or links to external articles taken from trusted knowledge sources. The content of these answers come from the knowledge bases that your team already manages in repositories like ServiceNow Knowledge Management, Microsoft SharePoint, Confluence and more.

How does Knowledge search work in Moveworks Copilot?

The most important thing to note is that the Moveworks Copilot leverages the same semantic and keyword search that is used in Classic, with a query rephrasing step at the start to expand and anchor the query in the current context and make it more complete and specified.

Search for knowledge (KBAs, files) or forms works in a three-step process:

1. Plugin selection: The relevant search plugin, i.e. knowledge search or forms search plugin must first be selected for serving the query by the reasoning engine. This is a prerequisite for any results to be returned.
2. Retrieval and ranking: Once the search plugin is called, the user’s query is passed to the plugin and it evaluates the query against the available resources using a combination of semantic and keyword search. The most relevant pieces of content are then ranked into a list based on their utility for the query and the top 8 resources are returned to the reasoning engine. Note that any content must have a relevance score higher than an predefined threshold, and If no resources cross that threshold, then no results are returned.
3. Summarization: Based on the resources provided by the search plugin, the reasoning engine creates a summarized response for the user taking into account their question, the available content and any clarifications or follow up questions. All the resources returned by the search plugin are not necessarily used for response generation; the Moveworks Copilot chooses only the ones that were required to produce the response, and provides citations that link to those reference resources.

If no results were found by calling the selected plugin, then the reasoning engine may try a different plugin, or may decide to offer the user a handoff option so that they can file a ticket or get help through other configured options for their request.

FAQ

1. Do I still need to format my articles for snippetization with Moveworks Copilot?

• Snippetization is still a part of how we ingest and break down articles in Moveworks Copilot. And while the Moveworks Copilot is able do summarization of articles, summarization is dependent on the number and quality of snippets. Additionally, unsnippetized articles may not fit in the maximum possible context length. So articles that are optimized for snippetization will function better than articles that are not.

2. How do ServiceNow Knowledge Blocks work within Moveworks Copilot?

• For the same reason as above, Knowledge Blocks help create properly formatted snippets which in turn create good summarizations within the Moveworks Copilot. Also, snippets are still viewed within the Citations page and need to be optimally rendered.