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Virtual agent

Rajan kumar7
Tera Contributor

‎12-11-2024 10:40 PM

Hi All,

 

I have a requirement on virtual agent. when the user typed in Live agent or agent it should redirect to live agent flow. depending on the keyboard we have given. there is an An custom AI search as well. which is redirecting and giving all information regarding knowledge and catalogs. Can anyone help me on this please. I don't want to change the greeting. depending on the keyboard we have given it should re direct to live agent directly @Community Alums  

 

Many Thanks,

Rajan

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sujitha16
Kilo Patron

‎12-15-2024 08:26 AM

@Rajan kumar7  Below are some of the suggestions!

 

1. Why don't you add "Promoted Topics" which doesn't require to enter any utterances and allows to trigger the topic on click of it?

 

SujathaVM_0-1734279901416.png

 

SujathaVM_1-1734279935052.png

 

2. Increase the "Confidence Threshold" of the model in settings to get accurate match of the topic. 

 

https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/natural-langua...

 

 

 

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