Is it possible to skip topic confirmation for just one topic in Virtual Agent

[PriyanshuVerma1]

Hey, 

I want to know how "Ask user if topic VA chose is correct" is triggered, is there a way i can control it form coming up for particular topic?

We created a check ticket status topic, it shows you directly the incident card if you give the number. But before it still asks "You'd like help with {Topic name}. Is that right?" 

i just want to skip it if user gives the incident number itself

[Chris D]

Are you using NLU?

If so, you should have a Pattern Entity created for INC Number* and you should have at least one** Utterance in your Check Ticket Status Intent, i.e. "INC000123456" which has that entity set. That way if somebody types in "INC00248248", it'll match the entity 100% and match the intent 100% and it should auto-start the topic with no confirmation. 

Are you not using an entity to get the ticket number as input for the topic...? Are you just grabbing the user utterance via a script? Because if so, you technically don't need to script it with an entity fyi.

*fwiw I have one pattern entity "Ticket Number" that does INC/RITM/REQ/IMS

**I recommend at least several though, i.e. "check status of INC000123456", "what's the latest update of INC0000123456"

[PriyanshuVerma1]

i understood what you said. Yes I am using NLU, but can you tell me how to use entity as input for topic.

Yes I used the script and regex to achieve current functionality

[Chris D]

From Virtual Agent Designer user input controls (servicenow.com):

Natural Language Understanding (NLU) entity properties
If NLU is enabled, the following properties are displayed in the property sheet for the Text, Static Choice, Dynamic Choice, Boolean, Date Time, and Carousel input controls. To view or enable these properties, go to the Advanced options section.

• NLU entity: The entity that corresponds to the input variable for the control. You select the entity from the list of entities associated with the topic intent, as defined in the NLU model that you’re using for the topic. When Virtual Agent recognizes the entity value in user utterances and if the value meets the entity prediction confidence threshold, then Virtual Agent extracts the value. The value is stored in the input variable for the node. This storing action is called slot filling. Slot filling recognizes when multiple values for the same NLU entity occur in a conversation. Users are prompted with a list to confirm which node value to select when multiple nodes are tied to the same NLU entity. This property is available only for NLU topic discovery.

[PriyanshuVerma1]

Hey, replying after so long I know. I just want to confirm are you saying, if the VA prediction is 100% for an utterance and entity in it, then only VA will be able to skip the confirmation? Because currently my VA predicts intent with more than 90% and same for entity,  this more than the confidence threshold but still we get confirmation message.