Virtual Agent Profanity

karim9
Tera Contributor

Does anyone know how can i exclude a work from profanity list. Somehow it is taking word public also as a flagged word if sent by live agent to customer. We need to remove public word from profanity list and mark it allowed. I tried creating a new record in profanity words list but it is not working as expected.

1 ACCEPTED SOLUTION

Paul Curwen
Giga Sage

 Make sure that keyword-based detection is turned on and ML-based detection is turned off.

 

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i...

***If Correct/Helpful please take time mark as Correct/Helpful. It is much appreciated.***

Regards

Paul

View solution in original post

2 REPLIES 2

Paul Curwen
Giga Sage

 Make sure that keyword-based detection is turned on and ML-based detection is turned off.

 

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i...

***If Correct/Helpful please take time mark as Correct/Helpful. It is much appreciated.***

Regards

Paul

karim9
Tera Contributor

Thank you @Paul Curwen