Fallback in virtual agent

[veerasivareddy]

Hello there,

Does anyone know how to set a fallback topic and how it will be triggered? My requirement is that after the end of 5 topics, it should display the fallback topic. I have created a topic block for the fallback topic. How can I achieve this?

[Lynda1]

Questioning this requirement - "My requirement is that after the end of 5 topics, it should display the fallback topic."

I glanced at some of the smaller chats we had, they have a minimum of 5 topics running, the user only asked one question, sometimes that one question is not covered in any of the Topics, so the Fallback is running automatically, then more than 5 items run. There are system topics that run during a conversation as well.

Typically, if you are using the NLU Virtual Agent, the VA checks the NLU, if match is found, topic is ran.  If no match found, the fallback that is in the setup runs.

[Tricia Cornish]

@veerasivareddy - @Lynda1 is correct, if no match for content or topics are found, the Fallback topic runs. It doesn't run after a set # of queries. 

The delivered fallback topic is "I'm sorry, I don't understand your response, please try again" and is triggered from AI Search - Fallback when results are not found or results are not helpful. I have changed this to be a better option to users. There's a VA academy that reviews this (https://youtu.be/E1gc3JoUr6A)

What do you want to have happen - why 5? Is it 5 unsuccessful / not helpful responses? 
For example, let's say I have 3 topics: PW Reset, Update AD Groups, and Retrieve PTO from Workday. 
I have Catalog Items / Record Producers and KB articles in AI Search for most queries on information or requests for products and services. 
In a single VA conversation, my user might add a user to an Active Directory Group (topic), check their vacation balance (topic). After each topic completion, "Anything Else" topic could launch and the user presses yes and enters the next inquiry. In that same active conversation, the user might then inquire on tuition reimbursement policies (KB from AI Search), create a request for reimbursement (Catalog from AI Search) and then ask about the next corporate holiday (KB from AI Search). At this point, 6 queries have been successfully executed. Do you want Fallback to display here? I would say "no" - the VA is performing well and if the user is getting their questions answered, let them continue until they finally answer "no" to "Anything else" topic (and then the conversation ends). 

When Search results (KB or catalog) are displayed, the VA prompt is "Was this helpful?" and the user is chooses  "this was not helpful". At this point, the Fallback topic launches. The delivered topic "Im sorry I don't understand" is frustrating and perhaps getting that more than once is what you're trying to fix. Check out the VA Academy. When a user is not able to find content or the content is not helpful, an edited fallback topic can really help direct your user to the next action (Search, agent, ticket whatever you decide). 

I hope that helps, 

Tricia 

[Pradeep Thipani]

Hi @veerasivareddy ,

What ever the fallback topic you have created that should be enabled under setup topics then it will reflect.

https://<<your_instance>>.service-now.com/now/conversation/settings/record/sys_cs_context_profile/3a33973653211010a813ddeeff7b125a/params/selected-tab-index/1/ace-nav/virtual-agent

Thanks,

Pradeep

[veerasivareddy]

Hello @Pradeep Thipani 

I have added the topic in the setup topic but still it is triggering the different fallback topic and my fallback topic is active and published. Is there any chance that we can check the setup for fallback topic is configured like maybe in the virtual agent designer in any topic ??