Using AI search with Virtual Agent

[skumars1808]

We need to use AI Search fallback topic in out Virtual Agent. We got the AI Search enabled for our instance and followed the steps given in the below link, but still not able to display Genius result card for Catalog item and Knowledge articles.

https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/va-ai-search.html

Can anyone please briefly describe the steps required for the same?

[bala37]

@Lener Pacania  Hello I'm also having same as you are facing in Genius results. Have you got any solution to this? 

[bala37]

@Chuck Tomasi  @dants 

Hello all, I'm also facing the same issue as mentioned above i.e, genius results are not triggering for articles and after rome upgrade genius result condition for Catalog item is changed from "NLU" to "Always". 

If anyone have a solution for this please help to resolve this issue.

thanks.:) 

[bala37]

Hello @Lener Pacania I tried to publish the default AI search NLU model, but i'm getting error

"java.lang.Exception: SE0229:Training failed due to: Model information (ml_x_snc_global_global_6eedb38234bf5010f877396127c8ffee) has no reference for (ml_x_snc_global_global_baedf38234bf5010f877396127c8ffa3 = jobTitle)"

like  this can you resolve this issue to make that model to publish.

[chrisw_]

I also was not able to get AI Search working with our Virtual Agent. 

[Lener Pacania1]

So the Genius Results card in Quebec and Rome needs a high confidence match to display the card (see below).  We're working to improve that.

Genius Results doc

Note: Even if the trigger condition is satisfied, the Genius Result configuration only returns answers if the system has extremely high confidence that there is a correct response for the search query. You should typically expect to see Genius Result answers for a small percentage of search queries.