Virtual Agent Catalog Item Response

Community Alums
Not applicable

I have a request to present a catalog item to a customer when a unique phrase is entered into the Virtual Agent.  For example, the phrase "Get help with a report" should simply return a catalog item that the user can click on to go to the catalog item request.  

 

Similar to this example:

ScottGlass_0-1720452416340.png

I'm not sure how to develop this, I'm assuming it should be pretty straight forward.  Please help?

6 REPLIES 6

I'm not exactly getting what you need that's not provided ootb via either search fallout topic - they both link to the catalog item, there shouldn't need to be any customization needed.

If you want to dive deeper into how AI Search result displays are configured, look up EVAM: Entity View Action Mapper (servicenow.com) - though warning EVAM is pretty complex and I don't mess with it.

 

If you're not getting what you want from the ootb search fallbacks, then create your own custom fallback search topic and perhaps use the ootb Search Catalog Item topic block. The user utterance should be fed into the query_term input of the topic block, then the topic block will display the results and let the user choose the result. Then that result will be fed to the catalog_item_id output, which you can then use to dynamically populate a Link Output pointing the user wherever you'd like (i.e. to a specific Portal, etc.). If you don't like the way that works, then you'll have to do something more custom, such as using the ootb AI Search/Run AI Search or Contextual Search topic blocks which'll give you even finer control with how the results are output.

Azim3
Tera Contributor

Hi @Community Alums , Were you able to get the catalog item link work in Card format ? I'm running into same issue where using "Request catalog item" simply ask if "I want to proceed" and does nothing when say "Yes".