Virtual Agent answering FAQs

[Kotoyo]

Hi All. I would like to know what kind of configurations we can think of in order to have Virtual Agent answer FAQs. I want VA to automatically answer the user's inquiry by referring the FAQ data.

I can think of one approach: to create the "Topic" one by one for each FAQ topic with Virtual Agent Designer and to let VA to answer the inquiry following by the designed workflow; however, it seems not a fascinating option from the maintenance point of view. It would be great if the Virtual Agent refer the Knowledge articles on Service Portal and automatically generate the answers but I don't know if it is possible.

Fully appreciated if you share your comments or thoughts!

[Mark Roethof]

Hi there,

I think you could set up a generic topic for this. It's more like: where/how does your FAQ looks like? Or are these actually Knowledge articles? A certain category, etc.. If you designed this properly, Virtual Agent could just query this dynamically.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Kotoyo]

Hi Mark. Thank you for your comment. 

We have Knowledge articles in Knowledge Base in ServiceNow but we still don't have a specific category convention.

Would you please share your thoughts in detailed about the proper design utilising the existing Knowledge articles?

[Community Alums]

Hi,

Categorization depends on what module you are on currently, lets take an example of HRSD :-

we can categorize Knowledge base articles on the basis of Benefits,Payroll,Policies,etc..

Build a NLU,Train and test it. Use this NLU in the new TOPIC which you are going to create. This will help the VA to answer automatically on terms of Knowledge articles and will display the same.

Thanks.

[Kotoyo]

Hi Sandeep. Thank you for your suggestion. Categorise the Knowledge base articles first and build NLUs by the respective categories -- is my understanding collect?

[Community Alums]

You got me right Kotoyo.