Can Virtual Agent promote articles based on trending user searches?

[Keszia]

I'm wondering if it's possible (and how) for Virtual Agent to suggest articles based on user search trends on a given day.

Example: Several users are facing issues that are resolved by article x. I'd want article x to be suggested when other users start an interaction with the Virtual Agent, i.e., "Others are having issues with [user search trend], here's an article that might help." or it opens with a list of trending/most viewed/clicked articles - like promoted topics but articles instead (based on views/clicks).

[Sujatha V M]

@Keszia  Proactive triggers can increase adoption of Virtual Agent by proactively sending context-specific messages to end users. Such messages can create a personalized experience for the end user. This can lead to a more seamless customer experiences and greater automation of case deflection.

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/introduction-to-proactive-trigge....

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/proactive-trigge...

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Keszia]

Hi Sujatha, that doesn't really address my specific need - I wanted to know if Virtual Agent can promote articles based on popularity, i.e., "This article h as been visited 100 times in the last 30 minutes, is this what you're looking for?"

[Sujatha V M]

@Keszia As far as I have worked on, I have used only Promoted topics, but I can share a suggestion/idea towards if interested in achieving it.  

We can start the virtual agent conversation calling a custom topic. In this custom topic, you may use the scripting section to get the most view articles based on the view count or other parameters and push those records as bot responses without any user inputs followed by "Show me everything". 

I have tried for few favorite catalog items the similar way. 

Reference link : https://www.servicenow.com/community/virtual-agent-nlu-articles/virtual-agent-starting-conversations...

Use case - Leveraging promoted tooic https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-create-multiple-topic-pickers...

Optional link : https://www.servicenow.com/community/virtual-agent-nlu-forum/customizing-the-look-of-topic-picker-an...

The reason for suggesting the proactive triggers was it will promote with suggestive topics based on the search before you open the chat window. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Keszia]

Thanks Sujatha, the proactive triggers is a good idea, and thank you for the custom topic suggestion.