NLU not detecting phrases in the model

[Yasmin]

NLU is not detecting phrases that previously exist in the model. As an example, one of the phrases is "return my assets". When typing the exact same phrase it doesn't return any topics in VA UI.  Any advice how to improve this? Perhaps this is a glitch that came with Patch5?

Sometimes when just testing phrases, we get the following black error:

Appreciate any advice to help identify what could be causing these errors.

Thanks!

[oelrafik]

Hello! 

Thanks for the response. We seem to be sharing similar issues which would lead me to think that these are SNow based defects post-patch. I also experience the random training error that you showcased as well. 

@Mark Roethof @david.vanheusden are there any known errors similar to what we describe above? If yes, are there workarounds, if not, would you recommend raising a case with SNow? Thank you in advance. 

[oelrafik]

Hello again Yasmin, Apologies for the double reply. I think that both the issue with the Phrases in the NLU model not being picked up in the VA and the issue with topics being stuck in draft can be alleviated by Duplicating the topic. 

Once I duplicated my topic and tested it in the Designer, the utterances start being picked up once more. I would suggest trying that, let me know if that does the trick. Still the unknown error with the training and the sudden dip in confidence for some utterances I don't know. 

[Yasmin]

Thanks for the suggestion. My experience with duplicating topics is that the Sys ID of the topic will change and once we migrate the updateset into a new environment we encounter conflicts with the topic. This would be the 2nd time I have to duplicate topics. The first time was when we migrated into Paris. I had to duplicate the majority of the topics in order to be able to use topic blocks because when saving and publishing an error would pop up not lettingme publish the topic that had been updated with topic blocks.

I also have found myself having to remove user input controls or bot response controls and redoing them when there is an unknown error causing the conversation node not to work. 

Ideally we should've have to duplicate topics, rather get support on fixing these unknown issues, but if duplicating is the way, can Servicenow provide a good practice (step by step) that we should follow for when having to duplicate/redo topics due to unknown/unresolved issues?

[Paul Curwen]

Same here. NLU model test phrase is 100% confidence, VA interface - phrase not recognized even though topic is bound to the same intent in model and published multiple times etc and no clear path to fix it. Really frustrating working in NLU at times. 

[Yasmin]

We continue to see this pink ribbon with no error message when testing the nlu model intents. Initially, I am able to test a few utterances, but after just a few, this error pops up. Today it happened in UAT, but it's been happening in other subprod environments.  Any help on what could be causing it is greatly appreciated.