How can I search knowledge and catalogs from the virtual agent without using the topic?

[Shikha puri]

I would like the virtual agent to look for knowledge based articles and catalogs based on the sentence written by the end user. The virtual agent must display those articles without the use of a topic.

I tried the below but it's not working.

I Used contextual search under Fallback topic after cloning but it redirect to topic not found message.

Also activate the  Request provisioning for AI Search (servicenow.com) still not working.

Also clone the Search Fallback Topic and update context search sys_id there but still it's not working.

Please help me to correct it if I am doing something wrong.

[Muralidharan BS]

Hi,

I think you have done it correct, you cannot test this "search fallback topic" by clicking test, it is going to show you the msg "sorry, I dont ......". 

The reason for this is because, there is a decision box which determines the _topic_strategy. So this has to tested as a entire flow. 

Go to > Virtual Agent > Designer > on top right click test active topics. 

Now enter the input which cannot be found in keywords or intents topic. Then you will see the search results

[Shikha puri]

HI Murali,

I did the same whatever you suggest me :

But I want if user doesn't find any topic in show me everything then user type a keyword under 'PLEASE TYPE YOUR REQUEST ' and Virtual agent provide some catalogs and Knowledge articles related to that keyword . 

Like that :

But it's not happen it gave me something else like I type a keyword email

so it gave me below results :

And I want that contextual search runs here and show me the catalog items and knowledge articles related to keyword EMAIL.

[Muralidharan BS · Accepted solution]

The fallback will get invoked when Virtual agent is unable to understand the query, but in your case it has understood the keyword and switched to the email topic. in my case there was not keyword or utterance with word "spam"

From docs:

Fallback Topic

Users see a message when the virtual agent cannot find a topic that matches a request or when it doesn't understand an entry.

Search Fallback Topic

Dynamic topic that runs a search of knowledge base articles and catalog items when no existing conversation topics match the user's query. Integrates with catalog and knowledge base search.

https://docs.servicenow.com/bundle/rome-it-service-management/page/product/itsm-virtual-agent/reference/itsm-virtual-agent-topics.html#d451286e2013

[Shikha puri]

HI Murali,

I got your point . I have test with one keyword 'DAILY' no any intent match with this keyword still it didn't gave me desired result.

Please check below :

Now what's the reason for that can you please help me in this ?