Virtual Agent NLU
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08-31-2023 08:55 AM
We have two SR forms that reference VPN. Vendor VPN Access Request and Extranet b2b VPN Remote VPN
When a user enters in the word VPN through the NLU the return result will always bring up Extranet b2b VPN instead of Vendor VPN Access, even though we updated the meta it still is opening up the Extranet form
Type in VPN and you get Extranet b2b VPN
Service Request Items Meta
Extranet B2B VPN- Meta is (Extranet, B2B, Request)
Vendor VPN Access Request- Meta is (Vendor, VPN, Access, Request)
How do we improve the NLU search on the items above in order to get the correct form result?
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08-31-2023 10:25 AM
Good day!
I think you might be referring to the AI Search - Fallback (happens after NLU and Keyword Topic Discovery if no matching Topic is found), but please let me know if I'm mistaken!
With AI Search, the relevancy model does not run off of Meta in the same way that Contextual Search does. It considers it as part of searches, but it is single-valued (either Meta has a match or does not).
Instead, AI Search focuses on 6 features of documents that it consumes:
- Title
- Body
- Freshness of the record
- Popularity
- Tags (not meta tags)
- Tag Frequency (how many records have the same tag)
When looking at the items that you are discussing here, I can see both have 'VPN' in the Title. This will cause the behavior you are seeing, and altering the meta will have little effect on the relevancy ranking.
Instead, I would suggest that you either alter the title of the items, or add a Result Improvement Rule with a 'Promote' or a 'Boost' action. Result Improvement Rules can be based off of contents of the Query, so I would make it trigger off of Query contains VPN.
'Promote' actions will push documents all the way to the top of search results, while 'Boost' actions will push it closer to the top, but won't force it all the way each time. You can read more on Docs!
AI Search learns over time from your users interacting with the results, however this will allow you to take immediate action.
If this answered your question, please mark this as the Correct Answer!
