Clarification on OOTB Virtual Agent Support for Clarifying Questions

Riya25
Tera Contributor

5 hours ago

I have a question regarding the out-of-the-box (OOTB) Virtual Agent behavior.

Is there any way to configure or enable the OOTB Virtual Agent to ask clarifying or follow-up questions when a user's query is ambiguous? For example, if a user enters a request such as "submit the HR ticket" or provides a single-word query like "headphones" or "laptop", we would expect the Virtual Agent to ask for additional details to better understand the user's intent.

Currently, in these scenarios, the Virtual Agent is triggering the fallback response instead of prompting the user with a clarifying question.

Is this behavior supported out of the box, or does it require additional configuration or customization? If supported, could you please share the relevant documentation or best practices?

 

thanks

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3 REPLIES 3

Tanushree Maiti
Tera Patron

4 hours ago

Hi @Riya25 

 

  • NowAssist is having the feature to handle it.

Configure disambiguation 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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Paulsylo
Tera Sage
In response to Tanushree Maiti

3 hours ago

Hi  @Riya25 ,

 

Earlier it was not supported, but now in "Zurich", I see a property.  goto sys_properties.list and search for this "sn_aia.type_2_disamb" (set this for "high" for more probable questions as followup)

Regards,
PaulSylo

To be is to do. To do is to be.
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Riya25
Tera Contributor
In response to Paulsylo

3 hours ago

Hello @Paulsylo , I tried changing the property but it is not working as expected.

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