Need help routing a Build Partner certification blocker

samanthaase
ServiceNow Employee

3 weeks ago

Issue: Now Assist Topic Discovery functionality failures blocking cert since December

 

Partner is building a benefits AI agent using Now Assist, and experiencing:

  • Timeout errors and chat lockouts
  • Topic flow loops (repeated questioning)
  • Topics not appearing in discovery
  • Error messages: "not enough information", "problem on my side", "technical issues"

The Certification Team and my Solutions Consultant couldn't resolve. It needs PM-level support on Now Assist Virtual Agent product behavior.

 

Who's the right contact for Now Assist Topic Discovery product issues?

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Mark Manders
Mega Patron

3 weeks ago

Something is being build that doesn't work.

Nobody involved already can get it to work.

Not even ServiceNow itself can solve it.

 

How is this app going to be supported if there are issues nobody can resolve? If it can't be certified, isn't that the sign to start over, change scope or at least build something that works and can be supported after it's certified?


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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