Virtual agent or agent chat not taking inputs from content of the knowledge article

sri vijaya — Wed, 11 Jun 2025 06:00:29 GMT

we recently implemented NLU and we have a issue where if we have given the any word from the content/body of the knowledge article it sometimes giving us the correct KB article and sometimes its not retrieving the correct KB article so how we check where it has been going wrong

i followed some posts in service now but there it was mentioning we use the fall-back search in topics as we already using that

Please share some inputs on this one

@Ankur Bawiskar @Dr Atul G- LNG @J Siva @Robert H

Re: Virtual agent or agent chat not taking inputs from content of the knowledge article

Dr Atul G- LNG — Sun, 15 Jun 2025 21:10:33 GMT

Hi @sri vijaya

Check this:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0780134

if still not work, log a now support case.

question Virtual agent or agent chat not taking inputs from content of the knowledge article in HRSD forum

Virtual agent or agent chat not taking inputs from content of the knowledge article

Re: Virtual agent or agent chat not taking inputs from content of the knowledge article