“I want to continue this topic" Virtual Agent.

fsnelder
Tera Contributor

‎12-19-2023 02:40 AM

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

fsnelder_0-1702982353649.png

 

Situation 2: When the topic block is called from any other conversation

fsnelder_1-1702982353651.png

 

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?

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3 REPLIES 3

mkrish_plat4mat
Tera Contributor

2 weeks ago

@fsnelder how is this fixed ?

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Shree123
Tera Contributor
In response to mkrish_plat4mat

2 weeks ago

Hi @mkrish_plat4mat  you can't remove the 'continue this topic' option. Please make sure that you have configured the NLU properly and there are no ambiguity in the utterances provided, Continue this topic is a fallback created for instances when the topic discovery is unsure which topic to display, if NLU isn't getting used, VA uses the keywords.

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