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. 

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8 REPLIES 8

Lisa71
Tera Expert
In response to Eric Merkle

2 weeks ago

We're using Now Assit Virtual Agent in employee center. I prefer KB first, however some community mentioned topic first, only when no topics matches, it goes to fallback and KB will be used in fallback first step. Is it true? 

 

How to know the sequence of topic, kb, catalog, fallback in my virtual agent? Thanks. 

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Eric Merkle
ServiceNow Employee

2 weeks ago

topics and Kbs are discovered together along with any other skills, actions etc.   and it will provide summery results of everything it has found. unless  you are using AI agents they will be found first (default) unless turned off 

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Lisa71
Tera Expert
In response to Eric Merkle

2 weeks ago

If I have a topic works like "when user asked for news, tell the user it's out of scope and do nothing else“, and meanwhile we have a KB contains information regarding "news", then when user input "news", what will happen? It will first find the KB or show me it's out of scope? 

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Eric Merkle
ServiceNow Employee

2 weeks ago

I'm not clear on the "new" intent/utterance, but if someone is asking for " what is the latest new" it will find all the KBs and topics related to new and present them in a summary. so they can select the Kbs or the topic  

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