Making VA search the knowledge base and provide relevant results?

[EPeiffer94]

Hello all.

Working on standing up virtual agent, just in our test instance at the moment.

The issue I'm running into is that when searching something, I want the virtual agent to present KB articles, such as the one titled "Health Insurance". When I search that, however, I get only the attached.

NLU is enabled, the out of of the box NLU, and I think I have it configured correctly.

However, it just won't bring up KB articles, and often doesn't understand requests such as "benefits guide".

What am I doing wrong? 

[Denny6 · Accepted solution]

Hi, please check Contextual Search and  AI Search settings. If i'm not wrong OOB it is set to "known error DB" only to get data from. You should link it to correct knowledge database. Hope this helps.

=> And second "health insurance" document content sounds maybe like a document where special HR access rights on the user or VA is needed to read it. Better to try an simple IT related OOB knowledge document first.

[Raj64 · Accepted solution]

I have the same issue. My solution is to create topics specific to what the user is asking. I know this isn't really a proper solution, but it's the only way I've found to make things more "accurate".

Have you tried adding "health_insurance" to the meta tags of the article?

[Denny6 · Accepted solution]

Hi, please check Contextual Search and  AI Search settings. If i'm not wrong OOB it is set to "known error DB" only to get data from. You should link it to correct knowledge database. Hope this helps.

=> And second "health insurance" document content sounds maybe like a document where special HR access rights on the user or VA is needed to read it. Better to try an simple IT related OOB knowledge document first.

[Raj64 · Accepted solution]

I have the same issue. My solution is to create topics specific to what the user is asking. I know this isn't really a proper solution, but it's the only way I've found to make things more "accurate".

Have you tried adding "health_insurance" to the meta tags of the article?

[Anshul Agarwal · Accepted solution]

You need to use AI Search Booster rules to be more specific with the results. Also, make sure you have the search application pointing to the right knowledge base.