NLU Not working for OOB and Custom Topics

[prathvi raj mis]

Hi,

I am facing issue with NLU for my custom topics and OOB topics. I have created a NLU model With 2 intents and 14 utterances. The model trains and publishes successfully and works fine when an utterance is searched in the testing text box inside the NLU model Developer page. But when it is linked to a topic and published, the VA does not respond to any of the 14 utterances.

I have tried using the same steps and procedure in my PDI, there VA works fine.

For Example 

My intent is Account and utterances are 'My account' or 'I have an Issue with account' or 'account problem'. When it is tested with the built-in test option in the NLU model creator it works but when the Model is linked with a topic and is tested using Virtual Agent it doesn't work.

FYI- The VA does not work for OOB models and topics also.

Please respond,

Thanks

[Brian Bakker]

Hello Prathvi,

Did you enable NLU for Virtual Agent? Open Conversational Interfaces > Virtual Agent > General Settings in the Navigator and ensure that on the NLU Settings tab, the switch Enable NLU in Virtual Agent is switched on and the NLU service provider is set to "ServiceNow NLU".

Also, ensure that the Default chat experience profile in the Custom Greetings and Setup module are linked to your Setup Topics that are also active in VA Designer and the associated Setup Topics NLU Model is also trained and published.

If NLU is enabled for Virtual Agent, did you link the VA Topic to your new NLU Model/Intent. When you open the VA Topic, does it show your utterances in the NLU Intent tab? Can you provide a screenshot of the Properties tab for this VA Topic?

Best regards,

Brian

[prathvi raj mis]

Hi Brian,

Thanks for your reply. NLU for Virtual agent is enabled and is linked to the topic.

Could you please elaborate the second point you mentioned about default chat experience also I am attaching the screenshot of properties tab for your reference.

Thanks

Prathvi Raj Mishra

[Brian Bakker]

Hello Prathvi,

Please review our documentation on Setting up chat experiences for Virtual Agent users and ensure the setup topics are configured with VA Topics that are published and active, specifically the Greetings topic.

Hope this helps.

Regards,

Brian

[Eric24]

I am having the same issue. I created a new experience because the default chat experience would not allow me to add custom topics. I did everything required for it to work, but it is not triggered when I test the experience. It works when I test the topic directly, but not in the experience.

My Topic has two Intents and 14 Utterances and it's trained and published