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!

[Rahul3211746984]

I went through that article, but in that article, query was being typed on the platform and then results would show up. In my case, users are not typing the queries. They simply go to contact support section and select "Contact Live Agent" button. I am trying to prevent user to directly go to agent even though he selects this UI action, by enforcing to add some query to the tool to perform search, and based on that search if user accepts, the good, else then directly transfer to the agent.

[rpriyadarshy]

Hi Rahul

Here is my 2 Cent on Solution Approach -> 

You need to Customize OOTB Live Agent Connect Topic

Insert a Sub-Flow/Branch to Force User to Input there - Queries/Search String 

Then Control the Flow based on your needs and connect to Live Agent.

Regards

RP

[Musab Rasheed]

We have used contextual search and it works fine, kindly go through article and give a try.