Hello all,
I've noticed that the all conversations started in Virtual Agent by typing utterances in the text box are directly going from the Greeting to the Closing Conversation topic and not triggering the Fallback or AI Search Fallback setup topics. I have removed the AI Search Fallback from the greeting set up but it still not triggers the regular fallback. I also reset the setup topics to the OOB ones and still goes straight to the closing conversation. I have tried retraining the NLU Model as well and does not seem to make a difference.
I did have custom setup topics in the greeting but reverted back to the OOB ones and it is still behaving the same. What could possibly be causing this? Any help is appreciated!
thank you,
Yen
@RahulY540869603 and @YenGar
I can't tell from your screenshots. It looks like YenGar selected a topic and that might be why the conversation ends. What was the selected topic? It might be easier to look at the conversation tasks (1st tab) v messages. What is the conversation state?
I'm going to guess at a couple of ideas.
Here's an example of one of my conversations where I ask something that the VA doesn't understand:
In the conversation messages, look at your inbound / received message - this might give you insight too. Here you can see my utterance "how do I secure my android?" doesn't have any results so it calls AI Search, then calls my fallback topic (which I have created as Fallback Actions) before it calls my closing conversation.
From your screenshot above, it looks like "topic discovery" is not being called - are your topics discoverable? (It's a flag on the topic design)
It also looks like "Anything else" is also not called.
You may want to make sure that it's your expected custom greetings and setup (Conversational Experience) that is being triggered. In my example, I have multiple Greetings and Setup. The delivered HR ESC experience (highlighted) has a condition that catches everything so my SP Portal and Default experience are never called. You may want to check your conditions.
If AI Search is active, then the topic "AI Search-Fallback" is now also active and that's how Fallback is called. If you are getting a message, "I'm sorry I don't understand your request", that is the message in the delivered fallback topic. I did a VA Academy on AI Search-Fallback / Fallback relationship that might also be helpful: https://youtu.be/E1gc3JoUr6A
Hope those ideas help!
