Now Assist Virtual Agent chat bot will search KB first or topic first?

Lisa71
Tera Expert

2 weeks ago

Now Assist Virtual Agent chat bot will search KB first or topic first? Thanks. 

0 Helpfuls
  • 445 Views
8 REPLIES 8

GlideFather
Tera Patron

2 weeks ago

Hi @Lisa71,

 

I think there's not any precise answer to this, rather it analyses "everything" and then gives the output which was evaluated as the most suitable... 

_____
100 % GlideFather experience and 0 % generative AI

0 Helpfuls

Lisa71
Tera Expert
In response to GlideFather

2 weeks ago

I didn't customize this but use the OOTB one. 

0 Helpfuls

Dr Atul G- LNG
Tera Patron

2 weeks ago

As per my experience, it will search KB first.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

Eric Merkle
ServiceNow Employee

2 weeks ago - last edited 2 weeks ago

How do you prefer it to work?  This would be helpful since we are exploring a bunch of new options and way to change them. on the latest version it prioritizes AI agents first (unless turned off), if not agents then it search for everything together with limits on how much per type. Now Assist panel in the platform works a little different.

0 Helpfuls