Best practice for KB deflection and dynamic Incident vs SR creation in Virtual Agent

MiftahF
Tera Contributor

2 hours ago

Hi Community,

I’m currently designing a Virtual Agent topic where users can describe their issue in free text, and the bot will either create an Incident or a Service Request based on the description. Before creating any ticket, I’d also like the Virtual Agent to suggest relevant Knowledge articles for possible self-resolution.

I have a couple of questions and would appreciate any best practices or real project experience:

  1. What is the recommended approach for presenting relevant Knowledge Base articles to users first, based on their issue description, before proceeding with Incident creation?

  2. What is the best way to dynamically determine whether the user’s request should result in an Incident or a Service Request purely from their description?

My goal is to keep the experience natural for users while maintaining accuracy and control on the backend process.

Thanks in advance for any insights or examples you can share!

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vaishali231
Tera Guru

an hour ago

Hey @MiftahF 

1) Best approach to show Knowledge Articles first

  Flow 

Step 1 Ask user for free text
  “Describe your issue”

Step 2  Search KB using that text
  Show Top 3–5 articles

Step 3  Ask user confirmation
  “Did this solve your issue?”

  •  Yes - End chat (No ticket)
  •  No - Continue to ticket creation

 Why this is best

  Saves tickets
  Self-service experience
  Very common enterprise pattern

 

2) Best way to decide Incident vs Request from free text

 Important Note

Purely guessing from text is risky
(creates wrong ticket type)

 

 Best practical approach 

Hybrid Method

Step 1: Use NLU / keyword logic to classify

  • If confidence HIGH - auto decide

  • If confidence LOW - ask 1 question

Example fallback question

“Is it something broken OR you need something?”

Buttons:

 Something not working - Incident

 Need access/software/item - Service Request

 

*************************************************************************************************************************************

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

 

Regards

Vaishali Singh

 

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MiftahF
Tera Contributor

47m ago

Hi @vaishali231 ,
I'm a bit confuse at step 2 on KB artice suggestion. What component we can user to find the relevant KB article

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