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!

[Dele1]

Like this option, Kim as that way we just need to maintain new FAQ in the table rather than create new topics for new FAQ. Any progress on that ?

[Kim Sullivan]

Yes we got a it to work. In your table, make the answer field be HTML. Then you output your answer to a HTML card. Works great. If you are also using the MS Teams integration, you’ll have to do 2 separate cards. One for Teams output and one for SN.

[JLeong]

Hi Kim, 

Could you please show how the flow looks like and how the card was configured?

Thanks.

Jocelyn