Built something you're proud of? Tell the story. A quick G2 review of App Engine or Build Agent helps other developers see what's possible on ServiceNow. Share your experience.

How to get knowledge articles in the virtual agent chat bot according the text given by user in chat

Asish17
Tera Contributor

‎01-17-2024 02:54 AM

Hi All,

 

To add the knowledge article feature to the virtual agent conversation, I need assistance. How might we make it possible for the text-related articles to appear in the virtual agent chat? We want to read the knowledge article in the chat before connecting to the live agent.

 

For instance, we offer contextual search capabilities on the incident table. All of the linked articles will appear as soon as a user writes something into the short description field of an incident. The identical functionality is something we would like.

 

Thanks & Regards

Asish

0 Helpfuls
  • 2,915 Views
1 REPLY 1

siraj5
Tera Contributor

‎01-17-2024 05:57 AM

Hi

please go through this community solution link, This may help you to solve your knowledge article feature to the virtual agent conversation.

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-get-one-particular-knowledge-art...

 

Thanks!

0 Helpfuls