Can we allow VA topics discoverable only by keywords without having impact on NLU when its enabled?

[Liyakhat2]

Hi ,

We are facing an issue with connect chat and virtual agent implementation

currently connect chat has been used in the system,we have implemented virtual agent as well in recent times and when we are trying to search for a topic in connect chat  we get a mesage picking up NLU ,earlier it was directed to the topic

directly from chat but now its NLU interfearing ,can we remove below message from NLU for these topics?

[Tricia Cornish]

Yes, you can allow VA topics to be discoverable by keywords when you have NLU enabled. The utterance is compared to NLU first, then keywords when no NLU option is found. 

The issue may be that you have NLU VA topics with utterances that are close enough to the keyword topic that they prevail first. In my attached example, I have a holidays topic with keywords that are close to utterances in a Meetings topic. Keyword matching is exact, v NLU which is "close enough".

One option is to change your model confidence so your NLU topics have to meet a higher baseline and review your utterances so your keywords do not appear in your NLU intents. In my example, I believe my confidence level is low (60%) so my Meetings topics predicted at 66% might be right. When I raise my model confidence to 80% and enter "when is the next corporate holiday?" the VA finds my keyword topic because the NLU topic doesn't meet that higher threshold.