Virtual agent or agent chat not taking inputs from content of the knowledge article

sri vijaya
Tera Contributor

‎06-10-2025 11:00 PM

Hi

we recently implemented NLU and we have a issue where if we have given the any word from the content/body of the knowledge article it sometimes giving us the correct KB article and sometimes its not retrieving the correct KB article so how we check where it has been going wrong

i followed some posts in service now but there it was mentioning we use the fall-back search in topics as we already using that

Please share some inputs on this one 

@Ankur Bawiskar @Dr Atul G- LNG @J Siva @Robert H 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎06-15-2025 02:10 PM

Hi @sri vijaya 

 

Check this: 

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0780134

 

if still not work, log a now support case.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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