How to trigger a specific Genius Result upon a user search?

[pascalfrencken]

In order to increase incident deflection I'm looking into AI Search and specifically Genius Results to direct users to known solutions. My understanding of this (correct me if I'm wrong) is that I can train an NLU model on company-specific intents and utterances, and use that to drive the Genius Results.

An example scenario is for SAP password resets. What I've done so far is:

• Created an NLU model with an intent #SAPPasswordReset and 15+ utterances (sourced from incidents in our instance).
• Created a knowledge article that explains how SAP password resets can be done through self-service automation.
• Added the knowledge base as AI search source to the search profile for ESC Portal.
• Added the FAQ Genius Result configuration to the search profile for ESC Portal.
• Added the NLU model to the genius result configuration.
• Published the AI search profile.

I was expecting that searching for 'SAP password reset' or associated utterances like 'locked out of SAP' would trigger the Genius Result and show the knowledge article as an actionable item at the top of the search results, but it is not appearing. I guess I'm missing something here.

How do I trigger a specific Genius Result upon a search performed in ESC Portal using an NLU model?

Best regards,

Pascal Frencken

Signify

[Shree123]

Hi,

Did you try creating result improvement rules for your search profile?

You can also promote documents using this and the promoted document will show at top.