Triggering AI Search after rejecting NLU-detected topic

[syed_but_not]

Hi all, we've been working on implementing virtual agent with NLU onto our service portal, but are running into an issue with AI search when NLU is enabled. When our NLU thinks an utterances matches a topic, it asks the user to verify, but if you say "No" it won't go into AI search or any fallback search topic, it simply asks again what it can help with. We want the behavior to be such that saying no to a detected utterance will then trigger the AI search fallback, does anyone know if this is possible?

[Tricia Cornish · Accepted solution]

Hi Syed_but_not - 
Yes, it is possible, It might be bypassing your AI Search- Fallback and going straight to Fallback.  I tested this and when I have topic confirmation activated, my search bypasses AI Search and goes to Fallback.  My fallback topic is configured to display options for follow up. The delivered fallback is simply "sorry, I didn't get that, try again". 

The AI Search - Fallback / Fallback relationship can create some confusion. I was part of the VA Academy on June 27 where I reviewed how I created my custom fallback topic: https://youtu.be/E1gc3JoUr6A
Hope that helps! 
Tricia 

[BhupeshG]

Hi - In one of user case, after the intial topic picker presentation, sometime users types Hello as greeting in response rather than selecting or typing meaningful utterenace. So we called a topic called greeting which invokes when uttereance match on hello or similar text. 

in the greeting topic, after the greeting message, the topic picker is presented again, but if the typed text does not match with any topic then AI search fall back should trigger but this is not happening.

what am I missing.