Limit Virtual Agent KB Search to a specific group of KB articles
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01-17-2024 12:52 AM - edited 01-17-2024 12:54 AM
Hello,
We have recently deployed ServiceNow Agent Chat, and we have a request from our stakeholders to be able to provide a mechanism to search the KB article before presenting an option to connect with a Live Agent.
We have an enormous amount of KB articles across IT, and in our testing when we turned on Contextual Search the results that come back would only be 25% correct, with the rest of the articles not helpful.
So my question is, let's pretend that Business Unit A, has a 20 KB articles amongst enormous sea of IT and Non-IT related content... Is there a way, that the Virtual Agent Topic can run a KB search for within those 20 articles?
Many thanks in advance
Juisel
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01-17-2024 02:45 AM
Hi @juisel ,
Please have look to this link: https://www.servicenow.com/community/now-platform-forum/limit-contextual-search-to-a-specific-knowle...
It is about restricting with a certain knowledge. But I hope by using encoded query category can be limited as well.
If my post helped you, please click the accept solution button and hit the thumbs up! Thank you!
Oya
