How to use setup topics: AI search (fallback) in virtual agent. And what is its function

[Junyu]

Dear all,

I wonder the difference between AI search (fallback) and Contextual search (fallback)? I found them in the topic list, but I don't know when to use which one and how to use AI search (fallback)?

Thanks a lot.

[Community Alums]

Hi Junyu,

Out of box, the AI Search Fallback Topic is already designed to search the Catalog and Knowledgebase. Be sure to activate AI Search to take advantage of this. Note that Fallback Topics are a 'last resort' and not the primary method by which users should interact with VA. 

More importantly, keep in mind that Virtual Agent is meant to be conversational and not just a replacement of the platform Search widget. This means VA will first look at your existing Topics, then if none match the user's input it will invoke the AI Search fallback. You don't need to configure anything special to make this happen. 

Example AI Search Fallback: 

Based on the flow as you've designed it above, VA would greet the user, ask them what they want, try to search the KB/Catalog, then it will again ask them what they want and go off to search the VA topics. Not an ideal experience for users. Imagine if the user's original input was "I'm having trouble with Outlook" - the best path is to route them to the Email Issues OOB topic to assist the user first, versus forcing them straight to the knowledgebase. 

Please mark my answer as Correct & Helpful, if applicable.

Thanks

Sandeep

[Junyu]

hi,

I met some issues when I use AI search fallback, how to use it?

[Community Alums]

Are you using your PDI or Company instance?

[Junyu]

I just duplicate the setup topic "AI Search Fallback" and rename it as "AI Search Fallback test"