AI Search is not working in Virtual Agent in San Diego Release.

romi1
Tera Contributor

‎06-27-2022 09:06 AM

I configured AI search in Virtual Agent then I am testing through the clicking test active buttons in designer but AI search is not working and also not giving any result neither showing Genus result. Previously It was working but now I am not getting any response.

Please help me on this and give me suggestions, how can I configure correctly AI search in Virtual Agent.

Thanks In Advance!

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Victor Chen
ServiceNow Employee
ServiceNow Employee

‎06-28-2022 08:18 PM

Before troubleshooting AI Search on Virtual Agent, does AI Search work on your portal? If you've installed the Advanced AI Search Management Tools, you can use the "AI Search Preview" to see if AI Search is properly configured for your instance. If it works on the portal, it should work on VA too. 

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Victor Chen
ServiceNow Employee
ServiceNow Employee

‎06-29-2022 03:42 PM

I've just been made aware of something - check to make sure that your AI Search topic is using the "Run AI Search" topic block. We switched to this new topic block in the San Diego release. 

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