Now Assist Virtual Agent and AI Search return different answers for the same query in Enhanced ChatSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When Now Assist Virtual Agent and AI Search are both active on the same portal. For example, through an Enhanced Chat configuration, they share the same Search Application and retrieve the same candidate knowledge base articles for a given query. Despite this shared retrieval, the two channels use different answer generation models designed for different purposes: Now Assist Virtual Agent uses a model designed for multi-step conversational interactions. It is optimised for guiding users through dialogue-based tasks and generating answers within a conversation context.AI Search uses a model designed for direct knowledge base lookups. It is optimised for generating concise, direct answers from retrieved articles. Because these models operate with different objectives, they can select different source articles from the same retrieved set and produce different Synthesized Answers for the same query. This is expected platform behaviour. Both answers are grounded in the knowledge base content available on the instance; the difference lies in which article each model prioritises as most relevant given its design objective. This behaviour applies whenever Now Assist Virtual Agent and AI Search are both surfaced on the same portal, regardless of whether they share the same Search Application. Additional Information No configuration change is available to make both channels produce identical answers, as the difference is a result of the distinct models used by each channel.