Broken or Irrelevant links in NowAssist Virtual Agent response for any prompt

sridevirengasam · ‎11-17-2025

Hi,

We are working on deploying NowAssist with Virtual agent for our customer. There is a major issue where the links showing up in the response in VA for any prompt , are irrelevant to the prompt.

For eg;, if we are prompting for 'password reset', the response brings links to the knowledge articles which is not relevant to the password reset though such knowledge articles are present in the customer knowledgebase.

This behaviour is consistent with almost every prompt.

Has anyone faced this issue?

Raised the case with support, no fix yet.

regards.

Sridevi

rpriyadarshy · ‎11-18-2025

HI

You need to fetch required details from below Contents.

https://www.servicenow.com/community/now-assist-articles/model-provider-flexibility-servicenow-integ...

Here's a breakdown of what you'll find in each of our key resources:

Overview of Advanced AI & Data Products: Architecture, Applicable Terms, and Data Handling (Start here!)

This is your foundational resource. It provides a high-level yet comprehensive understanding of the architecture behind our AI products, including Now Assist. You'll gain insight into the terms and conditions that apply to their usage, and most importantly, a clear explanation of our overall approach to data handling. This article is your starting point for understanding where your data goes and how it's managed within the Now Assist ecosystem.

Data Processing for Advanced AI & Data Products FAQ

This FAQ addresses common questions specifically about the processing of your data within our Advanced AI and Data Products. It clarifies aspects such as how data is processed and what security controls and processes are in place to maintain data integrity throughout its lifecycle. This article contains detailed architecture diagrams, data flows, and network infrastructure information.

Data Sharing and AI Model Development

This article clarifies essential questions regarding data handling and AI model development. It outlines how ServiceNow offers optional data sharing programs for model improvement, emphasizing user control through opt-out options and ServiceNow's model development process.

Responsible AI FAQ

This FAQ directly addresses the critical topic of our Responsible AI practices here at ServiceNow. Here, you'll find information on the methodologies and principles we employ to avoid and mitigate bias during the training of our Large Language Models (LLMs) and other AI systems. It outlines our commitment to ethical AI development and the steps we take to ensure fairness and accuracy.

Addendum to the Consolidated Data Handling and Security FAQs for Generative AI Apps, including KB158...

Regards

RP

View solution in original post

sridevirengasam · ‎11-23-2025

@rpriyadarshy

We tested a bit more with Google Gemini as LLM provider and the incorrect links started appearing with Google as well. We raised a case few days back, ServiceNow recommended to upgrade to YP8, which we did. However the issue still persists