Improving/customizing ITSM NLU for Virtual Agent English (Primary)

[jMarshal]

We worked with a partner to have them "quick start" our Virtual Agent journey...and I'm having trouble picking up where they left off.

Essentially we just activated the oob NLU and topic blocks with the idea that we could improve and customize at our leisure, afterwards.

During the deployment, I noticed that the partner activated the "read only" (not editable, based on protection policy) topic blocks for ITSM VA Conversations...so all of the topics that the VA presented to a customer read "template" on them and I was not able to modify them at all.

This was not desirable, so I had them use the Ol' "copy and configure" method, duplicating the oob topics and deactivating the oob topics. I have now successfully been able to edit them appropriately with our company language/terminology and remove "template", etc...

Now I am trying to improve the oob "ITSM NLU for Virutal Agent - English (Primary)" nlu model and running into the same problem (read-only based on protection policy).

...but I'm not sure if this is because you are not supposed to modify this base NLU, but rather extend it with another custom NLU...or if I should be using the tried and true "copy and configure" method, like we did for the oob topic blocks...?

I suspect the later and I just didn't notice this before accepting the partner's dev work as I didn't try to improve the NLU, knowing that our goal was to put that work off until a later date all along.

Truth be told, I probably wouldn't have caught the issue with the protection policy on the topic blocks, had they not been labelled as "templates" in a highly visible way.

...I am very green with VA, which is why we had a partner start this up for us in this manner...so perhaps this is just something I don't know? I suspect that is not the case as I've spent a good amount of time educating myself on this and it seems like I should just be doing the work in NLU Workbench on this NLU to resolve issues with intents, add utterances, associate entities and improve vocabulary.

I also suspect this may have to do with us only having license to "Virtual Agent Lite" (?) -- does "Virtual Agent Lite" not allow for NLU improvements using NLU Workbench maybe?...We subscribe to ITSM Pro, does that include "full VA" or just "VA Lite"? (licensing & subscriptions is a frustratingly quick, moving target)...

Any advice/assistance will be welcome! Thanks in advance!

[Paul Ciarfella]

Did you find a solution?  I am having the same issue.