Team, I want to build a custom web application that enable users to chat directly with a Live agent. So I'm planning to use Virtual Agent REST APIs to pass chat to a live agent. users in my web application would always need to chat with a Live agent,...
I am trying to access the "Check IT Ticket Status" topic using the Virtual Agent API but I keep getting the response that "You have no active incidents or request items". When I test the same on the Virtual agent designer it works fine, the problem i...
We created our own NLU model (I do not understand why) and we just upgraded to San Diego, running analysis on the Intents, It appears the results are using the ITSM NLU for Virtual Agent module, it appears to ignore the module we created. Topic rec...
Can we change the name of virtual agent, if possible please suggest me where we can modify the name
I've created a topic Create a ticket or request in Virtual agent. I've used catalog item search topic block to get the catalog item we have searched with user input text. But it is showing all the item available in the catalog. I would like to see o...
I have published one topic, if i test it then it shows like thia phis please help me with this
Hello everyone, Does anyone know on how to make a report to count how many users chat today, I'm gonna use table Interaction [interaction], or anyone know which table that suite the report and what is the parameter? Thanks.
We already have question-answer pairs (10,000 +), can we import the question-answer pairs into ServiceNow, train the Virtual Agent, so employee can get answers via the chat with Virtual Agent?
Dear all, I can't get genius result when testing AI Search and need some suggestions. I have checked my instance. On my side "Default AI Search model" is trained and published: I try to use a very similar statement in the model as a query: But ...
After I clicked button "Request AI search", the information show as below but time pending so long... I try with version Rome, Tokyo and San Diego but it has a same issue. I follow a video on youtube Getting Started AI search but they enabled AI se...
We are preparing to deploy the Virtual Agent and integrate with MS Teams. I have the ServiceNow admin role but I do not have an admin role in Teams/Azure. Can anyone describe the process for accomplishing this? Or is it actually a requirement to be b...
Hi, I copied the out of box Search for knowledge topic. Works fine in returning links for my searches, however the actual link is directing users to the standard interface kb_view.do page. Ideas on where I configure this? Property? I don't see a...
On the VA Academy video Using AI Search and other search tools with Virtual Agent I saw some great tips about enhancing the search (thank you!). We are exploring FAQ conversation builder topic block as it seems to be a quick win for VA to answer many...
Dear all experts, Our department is very interested in Virtual Agent AI Search and has some questions: 1. Search configuration 2. Sequencing and focus on search results 3. user rating and relevancy influence on search results 4. Connected knowledge...
Hi all, I want to import a chat logo for Virtual Agent, but in San Diego version I can't select and do it: Can anyone tell me how to do that?
