How to disable Virtual Agent disambiguation prompt for similar intents?

Ramesh43
Tera Contributor

Hi everyone,

I'm using ServiceNow Virtual Agent with NLU and I have a question regarding the disambiguation prompt.

When I type the phrase "Show my issue log", the Virtual Agent responds with a message like:

"I want to be sure I got this right. What item best describes what you want to do?"
And gives me options like:

  • Show my last 5 Incidents

  • Tickets Enquiry

  • I want something else

What I want instead: I want the phrase "Show my issue log" to directly trigger the topic that shows the user’s last 5 incidents without prompting for clarification.

What I’ve tried so far:

  • Adding "Show my issue log" as a training utterance in the correct intent.

  • Testing the NLU model — it shows multiple intents are matching with similar confidence.

  • Tried looking for a setting to disable disambiguation under "Conversational Interfaces > Settings" but couldn’t find it.

Question:

  • How can I bypass or deactivate this automatic disambiguation step?

  • Is there a way to configure the NLU model or Virtual Agent so that only one topic is triggered directly?

Any guidance or best practices would be really appreciated!

Thanks,
Ramesh

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