How can I disable the OOB AI Search setup topics?

[Yasmin]

In our San Diego instance, the Custom Greetings and Setup section contains a specific HR Fallback setup topic as the official set up topic for our VA. However, when user types a phrase that VA does not understand, instead of triggering the HR Fallback topic configured in Custom Greetings and Setup, VA runs the OOB Run AI Search and AI Search Fallback setup topic.

We are unable to inactivate Run AI Search and AI Search Fallback setup topics because they are OOB. 

How can we disable these 2 so that the fallback topics that is configured under Custom Greetings and Setup is the only one fallback topic running?

Thanks!

[Mark Roethof]

Hi there,

Do you have AI Search turned off in the Conversational Interfaces settings?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[Yasmin]

Hi Mark,
It is On. And I don't see an option to disable it. 
Also, if I disable it would it affect other the VA in other portals (IT, Legal) if they they do want to use AI search? 
Thank you.

[sachin_namjoshi]

You can navigate to sys_cs_topic table which contains all VA topics and make these ai search topics inactive.

[Yasmin]

I'm unable to set Active = FALSE because the topic is assigned within the Default Chat Experience in Custom Greetings and Setup, which I am also not able to remove from because it is the OOB Default Chat Experience.