Knowledge Base and Chat Agent

[rebeccacook]

Our Service Now team have configured the chat bot feature so there is a standard answer about the password complexity if the user types in 'password'

I've asked them to see if they can change this behaviour so that it instead searches the KB for any articles tagged with password (we have an article about complexity, an article about passwords for other systems and several others all tagged with 'password') but have been told that it doesn't work.

If you type 'password' you get a stock chat response

• If you disable the stock response, it returns catalog items that are tagged with 'password'
• It never returns KB articles
  
  So my questions are:

1) is it possible to return KB article links via the bot? (I'm assuming so)

2) assuming 1) is a 'yes' where in the config should they be looking?

I feel like I'm just being fobbed off with it all being too difficult - which is just giving ammunition to our architecture team who want to go and procure a completely different KM solution

[Dr Atul G- LNG]

Hi @rebeccacook 

I'm not 100% sure, but Experience-based AI (ExAI) is largely about AI search. It works based on meta tags and what the user is searching for. Since it's AI-driven, if a user types just one word, it might return 100+ knowledge articles and create confusion.

What we're currently doing is guiding users to mark a response as helpful if they find the right one through the bot. This helps the system learn and improve future searches by refining metadata and tags, making the results more accurate over time