Virtual Agent Getting Stuck During AI Search Fallback Topic

[syed_but_not]

Hi, we've been working on implementing virtual agent in our development instance and there seems to be this bug with AI Search - Fallback Topic where the virtual agent freezes and gets stuck loading/refreshing. Whenever you type something in and hit enter, if it's something random like "dog dog dog" or even " bye", the virtual agent gets stuck and all you can see is the VA profile picture pop up over and over again as if it's going to respond but never does. You can't type anything during this issue either and the only solution is to end the conversation and refresh the page. 

[Aditya Raute]

Hi @syed_but_not this issue seems to be a strange one. I've never faced this.

Can you please specify the following:

1) Are you using the OOTB AI Search - Fallback topic or have you customised it in any way?

2) Have you defined this fallback in your Conversational Interfaces - Settings > Custom Greetings and Setup section?

3) Can you add any screenshots to show the VA's window at the time of error you mentioned?

[abhishek153]

Hi @Aditya Raute

iam also facing the same issue cat getting freeze and it does not respond 

1) Are you using the OOTB AI Search - Fallback topic or have you customised it in any way?

Answer: we had customized our own

2) Have you defined this fallback in your Conversational Interfaces - Settings > Custom Greetings and Setup section?

Answer: we defined in custom greetings and setup section.

3) Can you add any screenshots to show the VA's window at the time of error you mentioned?

Answer:

for example I type : I need more help with user query, if results are not found it should want to say sorry we did not understand lets try again like that.

but chat is getting freeze we are unable to type any thing we want to end the conversation is the only way.

please look into this issue please help me to get solution for this.

[Tricia Cornish]

@abhishek153  - If you customized your AI Search-Fallback, it is possible that your customization affected the output when there are no results or the results are not helpful. How did you customize your AI Search-Fallback? did you also customize your Fallback topic? They are related by way of the AI Search fallback end point - when results are not helpful, there is a script call to go to Fallback. I posted the Academy recording ^^ which might help.

I break the 2 fallback options into 1) Searchable content (AI Search-Fallback) and I don't customize that one at all. I might configure a custom search app configuration in the topic block but that's part of configuration - I don't edit the topic flow. 2) Fallback actions -which is the Fallback topic. This is where I used to get the "sorry I don't understand" and I replace with custom topic components that more clearly identify what I want to have happen when I don't have an automation topic or content that matches the user query. Hope that helps! 

[Lynda1]

Not sure what Version you are on, we had this issue when we were upgrading to Utah, ServiceNow gave us a temporary fix and they implemented the fix in the latest hotfix for Utah.