Several Topics Match Utterance

[Raj64]

Hello,

When a user enters an utterance and it matches more than one topic, a list of matches is displayed. The last item displayed is "I want something else".

I would like to customize this list and add another option. Is this possible?

[Sujatha V M]

@Raj64 Navigate to System Properties and search. 

But the topic results are display based on the 3 system properties can now be found as fields on table [nlu_open_driver]. 

Link : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1414012

Below link is to understand how the search results are displayed. Its only for understanding the logic as the properties are deprecated.

[The 3 system properties [com.glide.cs.intent_confidence_delta], [com.glide.cs.entity_confidence_threshold] and [com.glide.cs.intent_confidence_threshold] have been deprecated.]

https://www.servicenow.com/community/virtual-agent-nlu-articles/virtual-agent-topic-discovery/ta-p/2...

If you want to increase the list results then you need to adjust the properties accordingly. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Raj64]

That's not what I'm looking for. I want to add a static option to the list, for example a button that says "Send Email for More Help"

[Sujatha V M]

@Raj64 Sorry, I don’t think so it’s possible to add/append a static choice to the search results list as they are clickable options which either switch to a topic or again re-search of the term. 

A bot response with can be added after on click “I want something else” with a message as Send Email for More Help and the email details before re-searching of the term or based on your custom activity defined in the flow.

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.