Initial utterance from Teams

Lynda1 · ‎04-18-2022

I am sure the answer is no but asking anyways hoping I am wrong!

We have Virtual Agent integrated in Teams, users have to type a word to wake the VA up to start a conversation.

Is the "wake up" words stored anywhere?

Victor Chen · ‎04-18-2022

You can start typing anything to kick off the Virtual Agent in Teams.

There are certain "commands" for more actions, such as 'help', 'logout', (along with 'hi') etc. Those are shown when you first start.

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Lynda1 · ‎04-18-2022

The examples I provided is at the beginning of the transcript and I know those examples are from the integrated VA/Teams. When integrated with Teams and start a chat with the VA from Teams, one must wake up the VA first.

Some of our users do wake the VA up by saying "Hi", (I never see the "hi") a majority do not wake the VA up and just starts typing before they receive the greeting, so what they type is just going to wake the VA up.

I was curious after reading your response to see if that WEB was in the missed intents, it is not and should not since any WEB, RITM, INC, or HRC number that is entered, the VA provides a response.

Since I do see these in the transcript makes me wonder if that phrase is in this field vaSystem.getSearchText(). I have to test that out!

Chris D · ‎04-18-2022

Just FYI, vaSystem.getSearchText() is the user utterance.

I'm not doubting your experience, but based on my experience - plus Victor's confirmation - wake-up words are not needed. Whatever you type into a new Teams VA conversation - except one of the commands like "hi" - is going to be your utterance/search text. This goes for the current and previous ServiceNow/VA Teams apps.

If your initial text isn't triggering NLU, I'd open a ticket to ServiceNow if I were you because it's not working right.

Lynda1 · ‎04-18-2022

Oh my!!! reading this and reading Victor's response again, I get what you two are saying! I am meeting with one of our SNOW admins later and sharing this with her too to see about getting a case opened.

This has been annoying!

Lynda1 · ‎04-18-2022

Any suggestions on a setting we missed while integrating VA and Teams?

After reading Chris and Vincent's responses and looking at some of the transcripts of chats from Teams, it looks like the NLU should have triggered. We wonder if there is a setting we missed.

Lynda1 · ‎04-27-2022

I think this is a academy that @Victor Chen did. It has the answer on how to bypass this "start" issue I have

(16) Virtual Agent Academy: Improve your conversations with Microsoft Teams Part 2 - Configuring Que...

Have to test this one out!!!