K20 Lab3000 - Use Natural Language Understanding (NLU) to Improve Virtual Agent Success Rates

[Joseph Baiocco]

This article is for questions and answers for K20 Lab3000 - Use Natural Language Understanding (NLU) to Improve Virtual Agent Success Rates. The lab is being presented multiple times throughout the live K20 event May 5 - 7, 2020. During the live event post your questions in the comments of this article and one of our lab gurus will be happy to answer it.

Use the link and article attachments to help you complete your lab.

• Digital Guidebook

[Guilaine Dardan]

You can duplicate a topic: when you edit it, you have a “Duplicate” button.

[Shelly Laubert]

Student question:  Can VA just show in the normal agent view or agent workspace?

[Adam Rasmussen1]

What's the maximum canvas side for the topic designer and is there a way to adjust it?  (Like 100 activities being default for Workflow designer, but you can up that in properties)

[Shelly Laubert]

Student question:  Can VA search multiple knowledge bases?

[Shelly Laubert]

Student question:  When searching,  the user will only see the catalog items or knowledge based on what their role allows them to see, right?

[Shelly Laubert]

Student question:  Is there a dashboard or reports available to show what users are chatting or asking for in chat to help identify what might be needed or tweaked in the VA conversations?

[Shelly Laubert]

Student question: What's the maximum canvas size in the topic designer? Or recommendations about how large a topic could be?

[Shelly Laubert]

Student question:  Is there a list of stop words to exclude from the NLU model? For example, if a lot of topics contain 'How do I..' or something like that, can that cause collision issues?

[dangrady510]

Yes you can customize and disable it.

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtu...

[dangrady510]

This is available today.  You can control which topics are shown based on variables passed to the virtual agent.

[ronhill]

The labs will be available to consume for months.   However, it appear based upon the notification that I viewed when I provisioned the lab instance, the instance will only be available for 3 days.