Now Assist Chat Reply recommendation based on Contact's interaction
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4 weeks ago
I've been working with some Now Assist skills recently and bumped into a "problem" regarding the "Chat recommendation" skill.
Since our instace is domain separated, all contents shared with the customer in the interaction should also consider the domain. But when we use the AI Agent to create an answer or suggest an knowledge article, the answer is created an data(such as articles) is mentioned, but not from the customer domain, unless the agent in the interaction is in the customer domain.
I found out that the AI Agent uses the "All Knowledge Articles" Search Source (All > AI Search > Search Experiences > Search Sources) which retrives all articles that will be used by the AI Agent. Also validated some Search Profiles but the only thing that affected the AI suggestions was the search source mentioned.
Product documentation seems to affirm that the AI agent checks data in the session of the current logged in agent and not for the user in the interaction/IMS record (which is expected).
What I'm currently trying to do is: make the AI Suggestions uses data from the domain of the user who created the interaction. Would that be possible?
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4 weeks ago
Product documentation seems to affirm that the AI agent checks data in the session of the current logged in agent and not for the user in the interaction/IMS record (which is expected).--> I see some detailed content on this URL and seems its different - https://www.servicenow.com/docs/bundle/zurich-intelligent-experiences/page/administer/now-assist-ai-...
Regards
RP
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4 weeks ago
Yes, I can see it respects records domain and I can check it if I change the domain of the agent who is helping the customer.
If I'm in the TOP domain, Now assist suggests many articles, and if I change to the customer's domain, it is only suggested articles from that domain. I didnt want agents to change domain everytime they are with a customer in the chat instead the now assist would just suggest articles for the customer domain.
Not sure if I was clear enough...
Thank you!!
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4 weeks ago
+ https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/co...
This doc says:
**
Domain separation in indexed content and search queries
When indexing searchable content from a ServiceNow AI Platform table, AI Search stores the sys_domain field values for records on the source table and referenced tables.
If domain separation is enabled, AI Search applies a filter for the current session domain to every search query. This filter excludes records that aren't visible in the session domain. Only records visible in the session domain appear as search query results.**
Given that, I might go with changing the agent's domain every time I new chat is started. I'll validate if that would be the best option for the time being...
Thank you!
