Searching for additional help and understanding, Small Talk Topics

Wardma · ‎09-28-2023

Ive read the few articles that have been published in the community regarding small talk topics. But still in the bigger picture it still is relatively confusing. Understanding the flow and how to get the small talk to work is where im having trouble.
One of the main articles I read were;

Virtual Agent Small Talk - ServiceNow Community

Create a small talk topic (servicenow.com)

Both of these are very vague. A full example of a small talk topic would go a long way. I can decipher the small topic and break it down to understand it better. Also in the nowlearning there isn't a small talk course or subject included in the NLU subject. Mainly setup topics and topic blocks. If there is anyone out there that wouldn't mind helping me out I greatly appreciate it.

Lynda1 · ‎10-03-2023

I have just a couple of small topics but have not come across a scenario where I need to switch to one and go back to the original topic.

Small Topics have the same general requirements that a Topic has. Need an Intent in the NLU Model.

Create a Small Topic in the same manner as a regular Topic, the main difference is Type = Small Topic

Need an Intent attached to the Small Topic

When that is published and the NLU trained with the intent, Go to the topic you want the small topic recognized and make two changes.

On the Component within the flow, turn Topic Switching on

In the Properties, Additional section, turn Resume flow after Topic switching

The above is turned off in the screenshot, just turn it on then publish the Topic.

I do the topic switching between two Topics in just a few places, but do not do this for small talk since I do not have the requirement yet for that. Not sure if this helps any.

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Lynda1 · ‎10-03-2023