I want users to be offered relevant self-service resolutions before being connected to a live agent

[tejarejinth]

When a user interacts with the bot it has to check is this is the first esclation or not if it is first then instead of connecting directly to a live agent offer KB Articles or related source, If it does not resolve then transfer to live agent. How can i achieve this? 

[Ratnakar7]

Hi @tejarejinth ,

You can use fallback topics, please read my blog post on the same:
https://www.servicenow.com/community/virtual-agent-nlu-articles/maximizing-relevant-content-display-...

Thanks,

Ratnakar