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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is AI search?</strong></p><p id="isPasted"><strong>- Connecting AI models for AI search</strong></p><p id="isPasted"><strong>- Indexing Articles/Services</strong></p><p><strong>- Using AI search</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/2328" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">AI<br></a></strong></li></ul><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/2137" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">Leveraging AI in Halo</a></strong></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What is AI search?</span></strong></p><p id="isPasted">Search functionality in Halo, including searching for tickets, knowledge base articles, and services, can be enhanced with AI Search. By leveraging AI, the search delivers more accurate results by analysing the context and underlying concepts of the content, rather than relying solely on keyword matching. This functionality is particularly useful for the virtual agents functionality, as it allows AI agents to provide responses to users based on content from knowledge base articles. In this guide we will cover how to set up AI search and how it can be used. </p><p><br></p><p>In order to use AI search functionality you will need to connect to a <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2673" id="isPasted" target="_blank" rel="noopener noreferrer">vector search database</a> hosted by Azure AI Search or AWS OpenSearch. </p><p><br></p><p><strong>Prerequisites</strong></p><ul><li>Your default AI connection must be Own Azure OpenAI connection</li><li>Or, you must have an AWS OpenSearch tenant </li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Connecting AI models for AI search</span></strong></p><p>You will only need to follow the sections relevant to the AI model you are using to support the AI search functionality.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Connecting to Azure OpenAI</strong></span></p><p>It is important to make sure your Azure tenant is setup to support the Azure AI area, it may be disabled. If this is the case, please contact Microsoft to get Azure AI enabled for your tenant. There are multiple models which you can deploy in the Azure AI area, so the possibilities are extensive when configuring your own models <strong>(<a href="https://learn.microsoft.com/en-us/azure/ai-services/openai/concepts/models" rel="noopener noreferrer" target="_blank">AI Models</a>)</strong>. </p><p><br></p><p>For the setup of an Azure OpenAI model in Azure<strong> (Not Azure AI Search)</strong> check out this video by Mendy at Rising Tide Consulting.</p><p><br></p><p><iframe width="560" height="315" src="https://www.youtube.com/embed/VW62ldt_Hkk?si=JAujjiY_UsWt1R6y" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> 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</span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe></p><p><br></p><p><strong>Setup Azure AI Search<br></strong></p><p id="isPasted">Head to Configuration > AI > AI Knowledge Search in Halo. Select Azure AI search as your "Vector search database", then hit "Configure Connection", here you will need to enter your connection details.</p><p><br></p><p><span style="font-size: 13px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1ZTZmOTRjLTNkYjktNGI5Ny05YzE3LTk3YTRhNWJiNzQwNiJ9.aHTalsj2QRJZrM7PbZDdJDu4yjWYpmcXzw0kDkvjI-M" class="fr-fic fr-fil fr-dib" width="711" height="864"></span></p><p><span style="font-size: 13px;"><strong>Fig 1. AI knowledge search setup in Halo.</strong></span></p><p><br></p><p data-pasted="true">From v2.238+, The AI Search can use fuzzy searching to correct spelling for Knowledge Base and Service searches. To enable this, select "Use AI to correct spelling for Knowledge Base and Service searches (Fuzzy Search)".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlOWYzOGMxLThlNjEtNGE0ZS04ZDkxLTJjYjMyZTZiYWFlMCJ9._uSJj9c-QavU_RH5zqm6eaEb3mUHyjHJa7ZnxsQgwlY" class="fr-fic fr-fil fr-dib" width="565" style="width: 567px; height: 611.798px;" height="612"></p><p><strong><span style="font-size: 10pt;">Fig 2. Credential required for Azure AI search.</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Obtaining Azure AI search Credentials </span></strong></p><p>To obtain the credentials required for the Azure AI Search Integration, you must go to the Azure AI portal on Microsoft Entra and then "Azure AI Services" from here you can create an model for AI Searching. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxOTMyMzdhLTA3ZGUtNGIyMy05ODdlLTFjYzQ1YzhkZTExNiJ9.UGZ9oKXF-CkwxxXZH91WQwFNGKtJhsM0fA2IFNEM_RM" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 185.696px;" height="186"><strong><span style="font-size: 10pt;">Fig 3. Azure AI Services.</span></strong></p><p><br></p><p>Within this service you can create a different type of model called an AI Search model. If you do not have the Azure AI search module available yet you will need to configure Azure AI Search within the Azure Admin Console. Please refer to the following Microsoft Documentation <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/azure/search/search-create-service-portal" id="isPasted">https://learn.microsoft.com/en-us/azure/search/search-create-service-portal</a> on how to do this.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmMjUwMDVjLTY4NjgtNDMzYS1iYTYzLWIwZGYxMjRiYjQzNSJ9.z9WhJkUWS4XhDm48TFry78O-zukd071HhzFIdWWfJ5Y" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 4. AI search model.</span></strong></p><p><br></p><p>After creating the model, navigate to the overview tab and you will notice a URL field, this is the endpoint to use in the configuration input within Halo. Clicking into the JSON view on the overview page, you can find the API Version to input into Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0ZTMyZjcyLWE2MGUtNGViNy1hMmYwLThhMDI3NzE2NTBhYyJ9.7lfBySYLHT8tViXEQYknVUuqwMJzX0Tlk7gfIXFwN48" class="fr-fic fr-fil fr-dib" width="954" style="width: 956px; height: 550.784px;" height="551"></p><p><strong><span style="font-size: 10pt;">Fig 5. Endpoint URL for Azure AI search.</span></strong></p><p><br></p><p>Under the 'Keys' tab you can obtain the API key required. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0Njk2OWJiLWM3YTEtNDkxNy1iZjBhLTdiMTc3MWZlMTc2YiJ9.kxIxgU0-e_jM4VmAEpuVUsIRpcKXL0w9qtwLH1mdED4" class="fr-fic fr-fil fr-dib" width="954" style="width: 956px; height: 516.255px;" height="516"></p><p><strong><span style="font-size: 10pt;">Fig 6. API key.</span></strong></p><p><br></p><p>You can now enter these credentials into Halo to connect. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzODhmNDYxLTI1Y2QtNDIzNS05M2E2LWEzYjZlZGE3NTk0MCJ9.ePIBzYIprKRKepehyaNU6Tj6KkjGfZ0E_sIizdq0UuM" width="547" style="width: 547px; height: 363.874px;" height="363.874" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Completed credentials for Azure AI search.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Connecting to AWS OpenSearch</span></strong></p><p>Follow this section if you want to use AWS OpenSearch to support AI searching in Halo. </p><p><br></p><p id="isPasted">Head to Configuration > AI > AI Knowledge Search in Halo. Select OpenSearch as your "Vector search database", then hit "Configure OpenSearch", here you will need to enter your connection details.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlYWU4NjI0LTc0NjAtNDVkNi04OGMzLTc0YmRjNTVjZDVhMyJ9.J5V7CSEpqaYdUB_3UxRldSPDdBQVgAn4F6ejmpIRSCc" class="fr-fic fr-fil fr-dib" width="519" style="width: 521px; height: 674.711px;" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 8. Credentials required to connect to OpenSearch.</span></strong></p><p><br></p><p id="isPasted"><strong>Domain endpoint </strong>- Here you will need to enter the Domain endpoint of your AWS OpenSearch domain. This can be obtained from your AWS OpenSearch Service console.</p><p><strong>Username/Password</strong> - Here, enter the username and password of the master user for your OpenSearch. This will need to be an internal database user, not an IAM ARN user. </p><p><br></p><p><strong><span style="font-size: 14pt;">Indexing Articles/Services</span></strong></p><p id="isPasted">Once configured, the indexing of all articles and services currently in the database can be scheduled. When articles and services are created, edited or deleted, the search indexes in are automatically updated with the embeddings in the background. But for historical articles/services to be indexed you can schedule this using the 'Index articles' and 'Index Service Catalogue' button. </p><p><br></p><p>When manually running indexing you may receive a pop-up stating it is scheduled to run at a certain time. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiNThhYWJhLWM0ZjItNDhiOC04ZDIzLTU0NGRmYzQwY2UyNiJ9.EF214k8dUPRJwXX8_pF8I70KQTC2GkiOtmGAZjh3ITA" class="fr-fic fr-fil fr-dib" width="1011" height="105"></p><p><strong><span style="font-size: 10pt;">Fig 9. Index scheduling pop-up.</span></strong></p><p><br></p><p>You can force the initial indexing by going to Configuration > Advanced Settings > Backend Service Monitoring > "Automation Log" tab > filter to "Upcoming".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMWQ0ZjQyLTI1NjQtNDM2Zi1hZTIxLTQ3NTk2Yjk4MDcxYSJ9.HaahYiGuDZL2nH0toe2sILvTw-PNg4UD2spczAYCIrg" class="fr-fic fr-fil fr-dib" width="1197" height="259"></p><p><strong><span style="font-size: 10pt;">Fig 10. Automation log.</span></strong></p><p><br></p><p>Right click on the indexing row that will appear in the table and then click "Retry".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxZTRkYTJhLWY4OWUtNGQ1Yy05OTYxLWIzNTEyMGNiNTc3MyJ9.Ne7q6u2SBdvX0lseCx6RMHab_zDFS9bwEtZC1wjwZig" class="fr-fic fr-fil fr-dib" width="1195" style="width: 1197px; height: 328.034px;" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 11. Retry (indexing) automation.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using AI Search</span></strong></p><p>The search screen then allows you to do an AI search using the AI button in the search bar. When active, all filters are cancelled and search as you type is disabled, and the search becomes text only. An embedding is created for the search term, and an AI similarity search is run in Azure AI Search. The match score is also shown in the results.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiNWJlNThhLWRlNGEtNGI0Ny04YjhiLTA2NDk2YjEwMTA5NyJ9.rHvhAaiBbOd6VaoOaBvcxnMEu7ek4Deuzzmfxt_3Q0w" width="1198" class="fr-fic fr-dii" style="width: 1200px; height: 260.279px;" height="260"></p><p><strong><span style="font-size: 10pt;">Fig 12. AI search in search bar.</span></strong></p><p><br></p><p>For example searching for "Signing In" doesn't return any search results when I do not have AI search enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4M2RkYzAwLWY3NjgtNGU3ZC1hMTJhLTUxZjYzMTgyYWIyYiJ9.6qvS_EhU05C40XnomQhYXTdEZ1XQuppOqZ4bNFVhs2Y" class="fr-fic fr-fil fr-dib" width="1204" style="width: 1206px; height: 520.502px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 13. Searching with AI search disabled.</span></strong></p><p><br></p><p>When enabling AI Search, more results are returned, the similarity score is also visible underneath the article views. These particular articles have been returned as they meet the minimum vector match score with the search prompt.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhNGFlNzQ5LTMyN2QtNDRmZi05Mjg0LTZkZThmNzJhMDNlMCJ9.SL7aZ-77e5F-Hjzvrxs80qPcrRALFaAG6uJC8JqlYTA" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 524.368px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 14. Searching with AI search enabled.</span></strong></p><p><br></p><p>The main use case for this functionality is the Virtual Agent feature, which uses AI Search to search the knowledge base for answers to users' queries. Virtual Agents can be used without AI Search, but there will be limitations with the search results. For more information on using virtual agents see our dedicated guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2336" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p>If the article suggestions are not displaying in the problem resolution finder, please enable the AI Insights within the ticket types forms tab:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2ZDE4NmY3LWY0MDUtNDBjNy1iYTUyLTAyZWJmZjYzNTkwZiJ9.pF-8yZ5dFAqQrQKJXXv1Py0ADzRcTKRi4DdAxqDPMHE" class="fr-fic fr-fil fr-dib" width="639" height="517"></p><p><strong><span style="font-size: 10pt;">Fig 15. Enabling the AI Insights Tab.</span></strong></p>
