Virtual Agent: Error occurred when processing message: no thrown error

[Srijan]

Hi,

I'm facing an error in the virtual agent for certain user inputs/utterances only, due to which bot is giving the general message that is configured under general settings 'Error Topic'.

On checking the system logs, found the below error logged :

[Context] TopicId: XXXXXXXXXX [MessageServiceImpl] java.lang.NullPointerException: Error occurred when processing message: no thrown error

Came across this article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0826333, however here solution is to address the issue when 'Unable to transfer to a live agent via the virtual agent'. In my scenario, we are not connecting to live agent/Connect support.

Any suggestion/help on why the above error could be occurring only for few utterances and how could this issue be solve, would be appreciated.

Thanks.

[Paul Curwen]

I have a similar issue. One phrase throws the whole model, but other phrases work as expected. All phrases work as expected when testing the NLU model, it just fails when in Virtual Agent and I get the same error message. I am also not attempting to contact the Live agent when this happens. I have a call in with HI and will post if I get a solution. 

[Srijan]

Any update on this issue? Any solution from the HI team on this?

[TJ29]

Hi Paul - any luck with this?

[TJ29]

I'm also experiencing this issue, with Live Agent and NLU disabled. Have you managed to find the solution yet? Thanks

[pavankumary]

Hi Srijan,

Can you please help with resolution if you find already?

Thanks in advance!

Kind regards,

Pavan