"I'm having technical issues and won't be able to continue this conversation" error

snehalataka · 3 weeks ago

Hi,

The users are getting "I'm having technical issues and won't be able to continue this conversation" error in between Ai search topic. After "Here are the result you find helpful" its showing error message.

We replicated the same issue but its showing me AI search results. Its not happening every time but for some users this error is coming.

Thanks

GlideFather · 3 weeks ago

Hi @snehalataka

can you please provide more details? this is not saying much..

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Dr Atul G- LNG · 3 weeks ago

Hi @snehalataka

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1005385

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keith_schaefer · 3 weeks ago

The best place to start is with using an example conversation that was impacted. You can find it in the [sys_cs_conversation] table. This will have a related list of Conversation Tasks that should give you an overview of which VA Topics ran. The Chat Experience configuration regarding use of Keywords, NLU, or GenAI will primarily dictate how the topics flow. But the states of the Conversation Tasks might indicate if it's a custom topic, consistently the same topic, etc...