ITSM Virtual Agent ChatBot Maturity
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03-19-2024 04:28 AM
Hello Everyone,
Greetings!!
I have a query regarding Virtual Agent chat bot configuration. We have implemented VA in our instance recently. We have identified that when we give a keyword in chat i.e, Travel it should show enduser KB Articles but now it shows technical kb's as well which are no good for endusers without ITIL access.
Here we observed 2 things: 1) when users with ITIL role search using keyword then 3 techncial kb's were shown and 2) when we tried to give a keyword as Non Itil users then there were no kb's at all.
Please find the snapshots attached and suggest how to improve the configuration to show related Enduser kb articles? Attached are snapshots for enduser and itil user when they search for similar keyword.
Many Thanks,
Rajashekar.
