Virtual agent "Topic" confirmation before proceeding

[Naveen Bagula]

All,

If the utterance matching only one topic. 

Is there an out-of-the-box feature in ServiceNow Virtual Agent (VA) that allows the VA  to confirm with the customer user, based on their utterance, whether they are inquiring about a particular "TOPIC" before proceeding with a “Yes” or “No” response?

(Example: I understood that you want to proceed with <"TOPIC NAME">. Is that correct? (Yes/No))

If the user responds with “Yes,” the VA should proceed with the identified topic. If the user responds with “No", the VA should then prompt the user for more details to accurately find the suitable TOPIC.

We prefer not to write custom logic for each topic and would like to know if ServiceNow VA offers any such out-of-the-box functionality.

[Pradeep Thipani · Accepted solution]

Hi @Naveen Bagula ,

I don't think that is achievable however you can train the model using NLU to show multiple topics where ever user prompt a keyword in VA. See screenshot below.

Thanks,

Pradeep

[mohammadabd]

Hello @Naveen Bagula 
As per your question  It is possible to enable or disable the topic confirmation feature in your VA.
Conversational interfaces > Home > view NLU settings

Steps to navigate: 

1. Go to Conversational Interfaces
2. Select Home
3. Click on View NLU Settings

There, you will find the property to manage topic confirmation.

 If you found this solution helpful, feel free to mark it as accepted or share it with your team! 

[mohammadabd]