Virtual Agent Response Error in Now Assist in Virtual Agent

[Takeru Komori]

When creating and testing a new Virtual Agent in Now Assist in Virtual Agent, an error message is returned: "Sorry, there was a problem on my side trying to complete this request. Try asking again later.."
Could you please let us know the cause of this error and how to resolve it?

Additional Information:

For Now Assist skills, the following are specified: Now Assist Q&A, Now Assist Multi-Turn Catalog Ordering, Now Assist Topics, Now LLM Service, and Subflows and actions.
For Information Sources, the following are specified: Now Assist Q&A and Now Assist Multi-Turn Catalog Ordering (default settings).
Other Virtual Agents on the same instance are working correctly.

[stevenatwork]

Please refer to the following community link for the solution — you may need to verify the version of the Gen AI Controller plugin:
https://www.servicenow.com/community/now-assist-forum/facing-issue-while-using-now-assist/m-p/314979...

Here’s the requirements for AI Agents:

• A Now Assist application upgraded to Yokohama Patch 3 or Xanadu Patch 9 release is required.
• Your instance should be running Yokohama Patch 3+ or Xanadu Patch 9+.

To resolve this, reinstalling or upgrading any Now Assist plugin should also update the dependent plugins.

If the issue is specifically with the Gen AI Controller plugin, try repairing it first.

If the issue still persists, it may be due to version incompatibility. In that case, you’ll need to contact your ServiceNow account manager to request an upgrade of the Gen AI Controller plugin.