Virtual Agent, NLU forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Set agent status in agent workspace

Hello ,  Can somebody help me to understand how does manager set the agent status to offline when he has logged out ?I have activated the scheduled job AWA - Set Inactive Agents Offline , but how do i test it . From where and how does the manager set...

harry24 by Tera Contributor
  • 1342 Views
  • 5 replies
  • 5 helpfuls

Use NLU on VA input setting

I noticed this awhile back but kind of need to figure out where this went. There used to be a toggle on the input components to use the NLU. This was helpful for the Choice and Boolean components.I would share what it looked like but since it is not ...

Lynda1_0-1743779182579.png
Lynda1 by Kilo Sage
  • 406 Views
  • 3 replies
  • 0 helpfuls

Resolved! Abandoned chat message stop sending

When users just leave the VA chat, VA closes that chat after 2-hours. It sends a message to the user at that time. This is not an issue for web portal chats, we have Teams integrated and the chats coming from Teams is where the "noise" comes from. An...

Lynda1 by Kilo Sage
  • 1097 Views
  • 4 replies
  • 2 helpfuls

Retest each utterance

Hey guys,I'm stuck on the last task.The task is to test the NLU model to see if the 'InternetIssues' intent is returned with a confidence threshold of 80%. However, I'm only getting a 60% confidence threshold. How can I improve it to reach 80%?Thanks...

Alik_92 by Tera Contributor
  • 681 Views
  • 4 replies
  • 0 helpfuls

Virtual Agnet - Show me everything not working

The 'Show me everything' topic picker, which is intended to appear in the Virtual Agent greeting message, is not consistently displaying for users who initiate a new conversation within an existing, active session. Specifically:Expected Behaviour: Wh...

VENGADESHA by Tera Contributor
  • 314 Views
  • 1 replies
  • 0 helpfuls

How to improve search capability for virtual agent

Hey Everyone,I need some help for the below mentioned issue.If an user search for " I need a laptop" the relevant results should be based on "laptop", but I'm getting some irrelevant results based on the "need". How can we achieve this ? How can we g...

sandeep173 by Tera Contributor
  • 240 Views
  • 1 replies
  • 0 helpfuls

Search Knowledge Base topic Not Available

Good day fellow ServiceNow Enthusiasts Our client is seeking assistance to setup their Virtual Agent Lite. Their requirement is that the chat bot should provide a KB Article being asked during the chat conversation. However upon checking the Search K...

lopchris27 by Tera Contributor
  • 502 Views
  • 2 replies
  • 1 helpfuls

Virtual agent Chat Queues

Hi,I have craeted 6 queues based on user language. My requirement is when an eng user opens Chat window, only it should route to available Eng agent. even the other language agents avilable, it should show no agents available.but it is not working in...