how to show a specific kb article on search of a specific keyword in virtual agent chatbot?

[Jyotiprabha Ba1]

how to show a specific kb article on search of a specific keyword in virtual agent chatbot?

for ex: if a user search for "reset password", virtual agent should show a "KB1234567" on top of the search result.

[VengadeshB52217]

Hi @Jyotiprabha Ba1 ,

Utilize AI search to achieve this functionality

[JyotiprabhaB]

Hello  VengadeshB52217,

AI search is enabled already. 

[Chris D]

Option 1: AI Search Fallback + Result improvement rules (servicenow.com)
(note this assumes that the phrase does not trigger an intent/topic)

Option 2: Create a topic dedicated to that KB article - NLU is overkill if you have exact phrases in mind - you could just use Keywords on the topic if that's the case

[Rahul Priyadars]

See if this helps you

https://www.servicenow.com/community/knowledge-managers/kmug-ai-search-and-knowledge-management-best...

Regards

RP