Virtual Agent AI search topic block

[Abeer-khan]

Hello,

I referred this document https://www.servicenow.com/community/hrsd-forum/ai-search-virtual-agent/td-p/2671828

My scenario is I want to edit I need more help option for the Genius card in VA. I'm tried editing this text. But it doesn't seems to work. As I think the Genius card is not triggering AI search instead it is from somewhere else. 

Steps I have performed: 

All > designer> AI search OOB topic, duplicated it and edited the I need more help... to "show more..."

And Tried to add this in my search fallback topic that is AI search fallback topic but unable to find it. Does anyone know how exactly it should be done?

My flow has AI search fallback topic(duplicated) within this there is Run AI search(duplicated) and within this there is AI search OOB topic. Here I'm trying to bring AI search (duplicated) but unable to find it. Please advise what did I miss?  AI search(editable) is AI search(duplicated). 

I have set the Run AI search and AI search as Active: False but still the "I need more help" option appears. Need some right direction on this. Please advise. 

Best regards,

Abeer

[Ratnakar7 · Accepted solution]

Hi @Abeer-khan ,

To customize the "I need more help" option for the Genius card in Virtual Agent (VA) and to correctly integrate your duplicated AI Search topic, follow these steps:

Steps to Customize the "I need more help" Option:

1. Duplicate AI Search OOB Topic:

   • Go to All > Virtual Agent > Designer.
   • Find the "AI Search OOB Topic" and duplicate it.
   • Edit the duplicated topic as needed, changing "I need more help" to "show more...".

2. Modify the Search Fallback Topic:

   • Find the "AI Search Fallback Topic" and duplicate it.
   • In the duplicated fallback topic, locate the "Run AI Search" step.
   • Replace it with your modified version of the AI Search topic. Make sure your duplicated AI Search topic is correctly referenced in this step.

3. Deactivate the Original Topics:

   • Ensure that the original "Run AI Search" and "AI Search OOB Topic" are set to Active: False.

4. Update the Genius Card:

   • To ensure the Genius card triggers the correct AI Search topic, check the configurations that determine how the Genius card is rendered.
   • This might involve adjusting the settings in the Genius Card configurations within the Virtual Agent setup to point to your modified AI Search topic.

Thanks,

Ratnakar

[Abeer-khan]

Thank you @Ratnakar7 it worked. Now I'm stuck with one issue that is when I ask something to VA it displays results I select one option then it will ask "what would you like to do next?" Option are I'm all set, go back. When I click on I'm all set it is again displaying three results from the initial query and then asking again "what would you like to do next?" And 2nd time when I click I'm all set then it is saying thank for using VA. Any suggestions on this? Thank you.