AI generated responses in Virtual Agent

tayalk17
Tera Contributor

3 hours ago

Hi,

I have created a Virtual Agent Assistant for a Portal. I have linked it through the Display experience.

Issue is:

1. when I am testing the VA on the Designer it is working perfect, but none of the topics are working in Portal

2. I am getting the AI generated responses that are linked to other portal from the knowledge base that I Dont want.

 

 

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Tanushree Maiti
Kilo Patron

an hour ago

Hi @tayalk17 

 

1. Ensure modified  Topics in the Virtual Agent Designer has been  published to be visible to end-users in the portal.

refer: KB0749151 Virtual Agent Topics are working as expected during while previewing but in Service Portal... 

 

2. Open your topics in the Designer, go to the properties, and ensure Is Topic Visible and Is Topic Discoverable are set to true.

 

Refer: KB0784304 'Show Me Everything' in the Virtual Agent does not bring all Active/Published topics 

 

3.  Ensure the "Applicability" field is set to true or empty. If it has a script, it might be restricting the topic.

 Refer: KB0996639 How to restrict the topic for a specific portal 

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:
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