Virtual agent or agent chat not taking inputs from content of the knowledge article
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‎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
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‎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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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