Virtual Agent Enhanced chat

[ravivarmabandi]

Hello community,

When switching to enhanced chat on Virtual Agent with Now Assist. Why it is triggering anything else topic?

It is not getting triggered in the standard chat

Also I have migrated around 300 topics from NLU to LLMs. But the system by default make the option "Include in the list of topics" active. This is displaying the button 'show all my options'. So how to remove that button or how can I make Include in the list of topics false to all the topics in one go?

[kaushal_snow]

@ravivarmabandi ,

Enhanced chat behaves differently because it uses the LLM based intent engine, so it tries to resolve the users input using Now Assist intent matching before falling back to classic VA topic triggers, which is why you see an unexpected topic firing in enhanced chat while the same utterance triggers correctly in standard chat, and this is expected because enhanced chat does not rely solely on NLU models anymore and instead uses LLM semantic matching that can choose a topic with higher confidence even if your migrated topic would have matched first in the legacy chat......

regarding the second issue, when you migrate topics from NLU to LLM, servicenow automatically enables Include in the list of topics on every topic so they appear in the Discoverability Panel, and the only way to remove that button is either to hide the Discoverability Panel in your VA widget configuration or to bulk update all topics to set Include in the list of topics = false using a single list edit.......

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[ravivarmabandi]

Hello @kaushal_snow ,

anything else is actually setup topic. Setup topic which are actually configured under Custom Greeting and Setup. If any topic is getting trigger it might me a configuration issue. But here I see a setup topic is getting triggered in the first place itself. That is where I am confused.

On the second issue, I checked sys_cs_topic and sys_cb_topic table but there is no field named as included in the list of topics. I only able to see in the designer. When I open a topic I am able to see this option(included in the list) under the drop down beside Active. Can you navigate me how can I disable all the topics at once please?

Thanks & Regards,

Ravi Varma Bandi