Configure Now Assist Virtual Agent to suggest KArticles to users prior to connecting with live agent

[Rahul3211746984]

Hi All,

I hope you're doing well.

I’m currently working on configuring Now Assist Virtual Agent in our ServiceNow instance. I would like to set it up so that when a user tries to connect with live agent (either by typing in virtual agent, or by using UI Action in Contact Support) — for example, “My laptop is running slow” — the Virtual Agent first suggests relevant Knowledge Articles (with links) or topics or conversational catalogs before proceeding to connecting with the live agent.

Could anyone advise on how best to configure this functionality? Is there anything available out-of-the-box that supports this behavior?

Any guidance or leads would be greatly appreciated.

Thank you in advance!

[Musab Rasheed]

No need for AI assist, you can use AI search or contextual search to implement this.

https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-use-ai-search-and-other-searc...

[Rahul3211746984]

AI Search is providing the incomplete results. It is not suggesting if there are any existing conversational catalog items for the specified query etc. I tried using OOB contextual search topic but that also didn't help.

[rpriyadarshy]

Have a look at Most recent Discussion- Very much on Similar Lines .

https://www.servicenow.com/community/now-assist-forum/configure-now-assist-virtual-agent-to-suggest-...

Regards

RP

[rpriyadarshy]

Also even without clicking any Options - Use can Put their Query and VA will response with KB s n SRs OOTB.

Regards

RP