Occasionally, we call a custom AI Search Topic Block in the various Virtual Agent ServiceNow conversations. At the end of the topic block, we call a topic picker. If the topic picker receives input that does not make any sense, such as “kkkkkkkkkddddd“, we expect the behavior that comes when we use the topic block from the AI Search Fallback (see situation 1).
Situation 1: When the topic block is called from the AI Search Fallback
Situation 2: When the topic block is called from any other conversation
The flow goes in the exact same path for both situations. However, the OOTB results for “continue this topic” pop up. ServiceNow has stated that the “continue this topic” reply should show when the NLU is unsure, but the NLU is the same in both cases (On Vancouver upgrade, "Continue this topic" is showing on Virtual Agent - Support and Troubleshootin...). Does anyone have any ideas on how to fix this?
