Disable or remove topic suggestion/confirmation from virtual agent

[Rohit Dutkunwar]

Hello, Is there a way to remove "I want to be sure I got this right. What item best describes what you want to do?"  this kind of suggestions from VA when user enters their query.

Requirement is to display direct response to the query instead giving 3 topic suggestion back and asking again user to select topic from the list.

Regards,

Rohit D

[Chris D]

Take a look at your property com.glide.cs.intent_confidence_delta.

While this is unused (default to 0) for new Quebec instances, if you were using VA before then, you may have it set - currently ours is set to 0.07, which means that if we have two intents that match an utterance and they're more than 7% confidence away from each other (say, 80% and 88%), it'll auto-start the better matched topic. But if it's less than 7% (say, 80% and 86%), then it'll prompt that confirmation message you've noted for the user to choose the topic. I think the idea behind it being zero by default is that they may have effectively gotten rid of the confirmation message...?

Here's an official ServiceNow explanation of this: Virtual Agent Topic Discovery - ServiceNow Community

[Rohit Dutkunwar]

Hi Chris, Thanks for your reply. 

Our requirement is that we want to enable custom small talk. For that, we have created some small talk topics, but instead of getting direct replies, we are getting a list as shown below. 

Please suggest the best ways to deal with small talks

[Richard Kiss1]

Hi Rohit,

As Chris said, the Agent’s response to a search term depends on two things: the confidence of a matching topic and the confidence delta number. 

If there are more than one topic available for the search above the confidence treshold and between the confidence delta, you WILL have the clarification message. This is the expected and desired behavior. 

The only thing you can do is to tweak the confidence treshold and delta numbers in a way that for certain queries only one topic comes up.

I suggest testing your NLU from the NLU workbench’s testing page, because there you can see how much confidence the NLU has for different search term/topic.

Train and try your NLU model 

[Michael Scepano]

Hi Rohit,

To fix this problem, navigate to [insert_your_instance]/sys_cs_general_settings.do?sys_id=586237553b1323009cbbcea234efc42f

You should then be able to disable/untick: Auto Select Enabled for Initial

Cheers,

Michael.