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
