Issue during integrating AI agent in employee Centre VA

[Gargichatterjee]

Hi All,

I am integrating AI agent with Virtual agent for the first time. My agent should check similar cases, incidents and knowledge articles and give a summarized troubleshooting steps to the customer, when the customer is reporting any issue. 

I have created an AI agent, configured the assistants name where the customer will be able to discover this AI agent. But while testing the VA, the agent is not being triggered. Please help.

Thanks

[rpriyadarshy]

@Gargichatterjee 

My agent should check similar cases, incidents and knowledge articles and give a summarized troubleshooting--> This is Available OOTB if i recall correctly.

are you using Same AI Agent or Custom Built on ServiceNow?

In VA are you using AI Connector to trigger this Agent?

Refer Below URLs which may be of your help.

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run ai agent from now assist for virtual agent - ServiceNow Community

Solved: AI agent in Virtual agent - ServiceNow Community

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Regards

RP

[Vamsi_Krishna07]

Hi,

There's a OOB way to achieve this:

You just need to modify the search profile of the virtual agent and enable Now Assist Multi-Content Response Genius Results.

1. Navigate to assistants
2. Open Now Assist in VA
3. Manage search profile in the information sources tab (Refer to screenshot)

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/ai-search/conc...