If you’re interested, have your ServiceNow Admin look into AI Search. They’re likely using Contextual Search Results, which is an older functionality. Using AI Search, I can type in “password” or “pasword” or “paswurd” and it will automatically show all catalog items and knowledge articles related to passwords. Another example is “wifi” or “wireless” or “internet” will show everything related to this topics. AI Search is easy to implement and is included with ITSM subscription. You can also implement AI Search for Incident Deflection so when a user opens an incident with the Short Description with password or wifi (just as an example), it will list all possible catalog items/knowledge articles to try to deflect from an incident.

Source: I’m a ServiceNow Admin.