Virtual Agent, NLU forum
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Resolved! Virtual Agent NLU doesn't work

Dear all, I am testing NLU for Virtual Agent in San-Deigo release version. I have created the NLU model and published it:   Question: 1. But when I tested it on the portal, it doesn't work: 2. And when I tried to publish another small talk topic, ...

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Junyu by Tera Contributor
  • 1873 Views
  • 4 replies
  • 3 helpfuls

Adding Topic Category field in the Interaction logs

Is there a way to add the topic category on the Interactions Log within Interaction record?  What we are trying to do is identify if and HR topic was invoked during the VA session. All of our HR topics are categorized as HRSD in the sys_cb_topic_cate...

Yasmin by Kilo Guru
  • 908 Views
  • 1 replies
  • 0 helpfuls

Resolved! VA Topic Layout Best Practise

Hi all, I'm hoping to get some feedback on how people have laid out their Virtual Agent topics and advice on what the ServiceNow best practise is. We have multiple 'report an issue' record producers in our Service Catalog and therefore created multip...

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Ryax1 by Tera Guru
  • 1991 Views
  • 10 replies
  • 6 helpfuls

Resolved! Questions About Virtual Agent

Hey Guys, My customer needs the Virtual Agent Implemented, we're gonna have a call and I need to bring the right questions about the Virtual Agent to extract valuable information for this implementation. Experts, whats would be the 10 most important ...

When i type keyword to search for the topic ,VA always redirect to live agent . Topics are not suggested by typing keywords .

When i type keyword to search for the topic ,VA always redirect to live agent . Topics are not suggested by typing keywords . FYI topics are discoverable and published and are working fine some time ago .Suddenly all the topics are not being discover...

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harsh23 by Kilo Contributor
  • 704 Views
  • 2 replies
  • 0 helpfuls

Tracking VA initiated incident and requests

Creating an incident from within a VA topic, will create the incident with a contact type of "Virtual Agent". However, if you display a link in a topic, to a catalog item that creates an incident (I've had several customers use a catalog item like th...

shane_faber by ServiceNow Employee
  • 756 Views
  • 2 replies
  • 0 helpfuls

Resolved! Is it possible to use Virtual Agent as Voicebot?

Hi, Is it possible to build virtual agent and integrate it with ASR (automatic speech recognition) and STT/TTS (speech to text, text to speech) so that it can be used as a voicebot? Could we translate the speech into text then maybe use API of servic...

Bartek1 by Kilo Contributor
  • 1487 Views
  • 3 replies
  • 0 helpfuls