Need Help with Chatbot Virtual Agent NLU Models and Incident Comments

[damodar]

Hello everyone,

I'm currently working on a chatbot virtual agent and facing several issues with the creation of NLU (Natural Language Understanding) models. Specifically, I have the following problems:

1. I am unable to comment on my incidents.and requests
2. The fallback topic is not working properly. i tried duplicate of fallback topic 
3. The AI search catalog item and KB (Knowledge Base) search features are also not functioning correctly. i tried duplicate of that also 
4. Every time a technical issue is detected, the conversation cannot continue.
5. The system frequently displays a message stating, "There are no agents available at the moment."
6.  

[Sujatha V M]

@damodar Please find my comments below for your queries, 

1. To comment on Incidents and Requests, you can use "Check IT Ticket Status" topic and have a pattern defined on the intent which could produce the necessary results. 

2.  Make sure if you tagged the clone fallback topic under Conversational Settings -> Virtual Agent -> Custom Greetings and Setup -> Setup Topics (Default Experience)

3. For AI search : https://www.servicenow.com/community/ai-intelligence-articles/ai-search-faq/ta-p/2307953

4. Every time a technical issue is detected, the conversation cannot continue : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0953125

5. For the message "There are no agents available at the moment."

https://www.servicenow.com/community/now-platform-forum/there-are-no-agents-available-at-the-moment/...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0959044

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

Thanks,

Sujatha V.M.