AI Agent enabled on Virtual Agent not recognizing intents

deepaktomar · 4 weeks ago

Hi All,

Currently I am working on a scenario where I have created an AI Agent in our ServiceNow Zurich instance and published it on the Virtual Agent. The agent is visible and active in the Virtual Agent, but it is not able to recognize or map the user queries to the configured intents.

Steps followed:

1. Created and trained the AI Agent.

2. Activated and enabled on the Virtual Agent.

3. Verified that the agent is active and available in Virtual Agent.

4. Tried multiple test queries that should match the configured intents.

Issue:

The AI Agent is not identifying the intents correctly in the Virtual Agent conversation.

Could you please guide me if there is any additional configuration required or if this is a platform issue?

Thanks & Regards,

Deepak Tomar

sanjay02 · 3 weeks ago

@deepaktomar , Have you enabled the Enhanced chat for you VA Assistant

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Regards,
Sanjay

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Sanjay J.

warren_chan · 3 weeks ago

To troubleshoot, you can also open Conversational Interfaces > Virtual Agent > Designer, select your Conversation Assistant, and there should be a button to "Test assistant". Here, you can enter and try various utterances to see if they invoke your AI Agent.