Now Assist

[Vedavalli]

Hi 

Now assist VA if we are having issue if we ask VA from the KB article it's generating answer for our question. Is there a way if there is file attached in the attachments of KB article can AI is able to read what is in the attachment document and can answer questions?
Thanks in advance

[luffy3478]

Attachments are not currently supported. 

https://www.servicenow.com/community/now-assist-articles/now-assist-in-ai-search-faq/ta-p/2686538

[Dr Atul G- LNG]

Hi @Vedavalli 

No, based on my knowledge and implementation, the Virtual Agent (VA) only reads the content of the Knowledge Base (KB), its metadata, and displays the results. It does not read attachments. What you're looking for might be available in a future version, but as of now, it is not supported, to the best of my understanding.

[Vedavalli]

Hi @Dr Atul G- LNG 

Is there any way to configure manually so that it can read the documents content in the attachment file

[Dr Atul G- LNG]

Hi @Vedavalli 

Reading an attachment means we need a logic that tells the system to read, parse, understand it, and then display the results. The possibility is 100%, but how to achieve it depends on waiting for SN to release a solution. Otherwise, it would require extensive customization. To read an attachment, we would need to use ML, which would then interpret the content, predict, and show the results.