I have this requirement. But Not able to Fullfill the acceptance criteria. On the ESC Portal the VA chat is stucked and it's continuously loading.
Description :
As a Virtual Agent user, I want the bot to use AI Search to find answers when it doesn't understand my intent So that I am not met with a "I'm sorry, I don't understand" message.
ServiceNow Technical Guidance:
• OOB Check: Requires Conversational Interfaces and AI Search plugins.
• Technical Steps:
1. Go to Conversational Interfaces > Settings > Virtual Agent > Search.
2. Toggle AI Search to "On".
3. Select the Search Profile used for your Knowledge and Catalog items.
4. Set the Genius Result limit to ensure the chat window isn't cluttered.
Acceptance Criteria :
- Given a user types a query in the Virtual Agent chat
- When the query does not match a defined Topic Intent
- Then the VA triggers the AI Search Fallback topic
- And relevant Knowledge articles or Catalog items are displayed as cards within the chat.
