question Re: Small Talk topic confirmation/general question in Virtual Agent, NLU forum

Small Talk topic confirmation/general question

Richard Kiss1 — Thu, 30 Jun 2022 11:17:07 GMT

Hello Everyone,

I'd like to create a Small Talk topic to recognize greetings. I thought I should use the Small Talk topic type. With this type I don't have the "Resume originating topic flow" option. Without it after the Small Talk topic completes the VA switches to the Anything else setup topic.

All examples of other's small talk topics using the regular Topic type. What is the usage of the Small Talk topic type if not creating small talk topics?

Another question is that currently our VA setting "Ask user if topic VA chose is correct" is set to true, so the VA asks for confirmation even if there is only one offered topic. Is there a way to somehow skip the confirmation for just the small talk topics in an NLU enabled environment?

Thanks

Re: Small Talk topic confirmation/general question

Brian Bakker — Wed, 06 Jul 2022 11:39:05 GMT

Hello Kricsi80,

We recommend Working with Setup Topics to recognize greetings instead of using a Small Talk topic, as a Small Talk topic is designed to provide a response to a casual question that users might ask during a conversation, such as the time or date, whereas the Setup Topic is designed for greetings.

Unfortunately, the setting "Ask user if topic VA chose is correct" is set for all VA Topics and cannot be set at the VA Topic level. Please raise an idea for an enhancement to add this setting at the VA Topic level.

Best regards,

Brian

Re: Small Talk topic confirmation/general question

Prinssi — Fri, 15 Jul 2022 21:34:34 GMT

Posted this in the idea portal, as I'd like to see this functionality as well.

Would appreciate if anyone agrees that you upvote the idea.

https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=344774d4db305510be625ac2ca96191d&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

Re: Small Talk topic confirmation/general question

Prinssi — Fri, 15 Jul 2022 21:34:58 GMT

Idea posted:

https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=344774d4db305510be625ac2ca96191d&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

Re: Small Talk topic confirmation/general question

vivek_chudasama — Tue, 05 Mar 2024 16:00:38 GMT

I have the same requirement, created idea with different wordings, please upvote my idea :

Bring back 'Enable NLU at Input Node' Checkbox in Virtual Agent Topic - Input Control nodes

https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=0275a8e747d53550c4e1a325126d43ea&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests