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]

Hey Sandeep,

We have been looking at the AI search result and wanted to know how the system calculates/determines when to give out the genius result vs regular search (multi link output). Will really appreciate if you can give any inputs

[WillWitten]

This is controlled by the Genius Card configurations, as well as the confidence that the AI Search engine has in the provided result being correct.

"A Genius Result configuration includes a trigger condition and logic for creating answers. The trigger condition determines whether the Genius Result configuration activates for a search query. When activated, the configuration checks for search results with extremely high relevancy. If it finds any, its answer logic populates one or more Genius Result cards with information and actions derived from these results." Learn More on Docs!

You can utilize the AI Search Advanced Management Tools, which include the 'Search Preview' UI, to test out and understand when Genius Results will be returned.

[WillWitten]

This topic utilizes the user's utterance as the search query. By using the Testing window, you are initiating the topic without an utterance, therefore you aren't getting any results

In order to test this, you can either test from the portal each time, or make a little 'tester' topic (my preferred method).

To build a tester topic, you should

1. Duplicate 'AI Search - Fallback'
2. Add a Text Input node at the beginning of the topic
3. Add a prompt for a search query to the above Text Input node
4. Alter the 'AI Search' Topic Block
   1. Under 'Input Mapping', change the 'Search Term' to instead use the input from the Text Input node created above

By completing either of the above, you should at least get some results if your search is correct. If you're still having trouble, install the 'AI Search Advanced Management Tools' (sn_ais_admin_tools) and leverage the 'Search Preview' UI to investigate further.

[WillWitten]

Good day!

AI Search is an incredible upgrade to bring to your Virtual Agent, and I highly recommend it!

There are many differences, but some of the top improvements of AI Search over Contextual (Zing) Search are

  --  Greater relevancy due to Machine Learning

  --  Better experience due to Genius Card configurations

  --  Ability to respect User Criteria and non-scripted ACL's

  --  Greater control over results using tools such as Result Improvement Rules

To utilize AI Search, you must complete a few steps first.

1. Enable AI Search by navigating to AI Search --> AI Search Status
2. Configure a Chat Experience with the AI Search Fallback as 'AI Search - Fallback'
3. Ensure that you have content within your Knowledge Bases and/or Service Catalogs

Once these steps have been completed, when a user asks the Virtual Agent something (submits an Utterance) that does not return a Topic from Topic Discovery, that Utterance will be used as a query for AI Search!

After enabling AI Search for your Virtual Agent, I would highly suggest disabling Contextual Search within your 'Fallback' topic, and instead doing a 'rapid reprompt', as users who have reached your Fallback have already been served AI Search - Fallback!

Learn more about AI Search on Docs!

Learn more about how the Virtual Agent leverages AI Search on Docs!