Virtual Agent - knowledge articles
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10-09-2023 03:16 PM
I want to have the option to provide the user specific knowledge articles to solve common issues, reset password, request access, etc.
In our Virtual agent we do not have any topic related to KB.
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10-09-2023 09:05 PM
You can create boost rules to pop up specific KBs on certain utterances or combination of words in an utterance.
E.g. if user search includes the word "password" and "Reset", show KBXXXXXX
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10-10-2023 06:50 AM
Hi Anshul
and how you do that? in the NLU model or you need to code it in the designer?
*I'm new with the Virtual Agent
thanks,
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10-10-2023 07:46 PM
You need to add Result Improvement rules in your AI Search configuration:
Boost search results using a result improvement rule (servicenow.com)
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10-11-2023 08:46 AM
Do this apply to the Virtual Agent ?
