Resolved! Integrate Azure OpenAI
Forum Posts
Virtual Agent Error Handling Message not working
I am running into an error with my virtual agent error handling message. The error message is conditionally appearing based on what you enter. For example, if I ask it to "cook dinner," it will reply with the error handling message. If I ask it to "m...
Resolved! How to handle no AWA availability and Live Agent support
We are using a third party for call/chat handling so the agent status's never change in AWA and that caused me some issues attempting to transfer to a live agent. I in turn created a on update business rule on the awa_agent_presence table to keep the...
How to use setup topics: AI search (fallback) in virtual agent. And what is its function
Dear all, I wonder the difference between AI search (fallback) and Contextual search (fallback)? I found them in the topic list, but I don't know when to use which one and how to use AI search (fallback)? Thanks a lot.
Resolved! Too few unique intents found. please provide at least 2
Hi,I am trying to solve the micro-certification task in Virtual Agent. The task says: Train the NLU model• *Train the CD Self Service NLU model• After the model is trained, test the model by entering test phrases. If the prediction results return a l...
How to separate closing message from Live Chat Agent and VA closing
Hi All,I'm having an issue to separate out VA closing chat vs LiveAgent chat closing. Currently, i tried to create a closing setuptopic which Split the decision using an if statement with vaSystem.didConnectToLiveAgent(). If the user connected with a...
Resolved! Virtual Agent Routing: Re-checking vaSystem.isLiveAgentAvailable()
Hello I am interested in how to create a after hour queue for live agents. Using Topic Blocks with context application variables to route to queues. For example: 1. In a flow screenshotted above, we have configured routing to a country specific ...
Resolved! How to have multiple greetings at once
On the greetings topic I created a script variable in order to check our KB for any open Promo/Outage Messages. This could be repurposed to any other item such as incidents or changes. (function execute() { var count = new GlideAggregate('kb_kno...
Resolved! Regarding service portal name
Can someone tell me how should I get my service portal name from servicenow virtual agent?I 'm planning to setup AI functionality for virtual agent.In the step - 'Add bot to your portal', I couldnot find the portal name.(conversational interfaces->ho...
Resolved! How to configure JSON details for virtual agent API?
Dear all, I am working on Virtual Agent API (sn_va_as_service), I am following this video. I don't know how to configure JSON (requestID, enterpriseID, clientMessageID etc.), For example in the tutorial: If I want to talk to Virtual Agent on esc...
what is the difference between AI search and contextual search in Virtual Agent chatbot
Hi, I would like to know the below queries. 1. How does AI search works at backend in virtual agent chatbot ? 2. How does contextual search works at backend in virtual agent chatbot? 3. what is the difference between AI search and contextual search i...
Servicenow nlu movement to other environment
Hello All, I have my intent and entity defined in servicenow dev environment. Now i want to move entire nlu model to uat, but when it tried exporting to csv from dev and importing that in uat, i got only intents and did not get associated entities to...
Duplicate VA icons in Employee Center
I've run into something odd. I just updated the version of Employee Center to 29.0.2 in our DEV and TEST environments. In the TEST environment, since the update, we now have 2 icons for virtual agent This isn't happening in DEV, which is odd. I ...
Topic Discovery with NLU
Hello all. I am trying to set up a Virtual Agent on my PDI and am running into issues with getting NLU to play nice. I chose the topic from the dropdown list and I get this message saying the phrase isn't tied to the correct intent. However, I can fi...
Virtual Agent - Start conversation upon visiting Employee Center page
Hello - Currently, our users have to click on the Virtual agent icon to start the conversation when they visit the Employee Center page. Does anyone know how to have this start automatically once they visit the page? The goal is to have the virtual...
