Chatbot | Virtual agent | KB Article

[ankitshukla]

Hi Team,

I am trying to build the chatbot for KB article and below is the point where i get stuck.

1.I need to search a KB article base on keyword but without mentioning in properties.

2.When anyone search content that also of that content is present in any KB than that should display..

Please anyone guide me..

[Ravi Gaurav]

Hi @ankitshukla 

• When a user types a message like “reset password,” capture that input.

• Use ServiceNow’s full-text search (123TEXTQUERY321) to search across all KB articles — this way, you don’t need to define specific keywords or properties.

• Fetch matching articles and show their title, short description, and link in the chatbot.

• If you have AI Search enabled, use it — it gives more accurate and relevant results than basic keyword matching.

[Dr Atul G- LNG]

Hi @ankitshukla 

We are implementing Virtual Agent (VA) for our customer, and I believe it works out of the box by searching based on metadata and tags from your Knowledge Base. If you write more accurate metadata or tags, the Virtual Agent will perform better. So, try to create a complete and well-structured article first, then test the search in VA on your end.

[ankitshukla]

Hi Atul,

You means to say that base on the meta tag which we mentioned in KB article that is the key point?

But what about the content...

If i want to see the details from specific KB article ..like how to install Windows..

than base on this all the KB article should display if they contain this word..

[Dr Atul G- LNG]

Hi @ankitshukla 

Yes, based on my understanding, metadata and tags play a very important role in Virtual Agent (VA) search. The more accurate and relevant they are, the better the search results will be. This can significantly improve the performance of VA.

You can also follow the comments provided by @Bharat2 to further enhance the results