Virtual Agent Reference choice User Input

[Sunit Amin]

We have a requirement in Virtual Agent where the bot provides a prompt to select Employees from the User(sys_user) table.

I created Reference Choice Input action in VA Topic and added conditions for an active employee on the User table.

We are able to fetch accurate results but it takes 3 minutes to return the result.

Is there a way I can improve the response time to fetch the result?

Total records in User table: nearing 2 lakh

Total Active employees: 80K

In the catalog item or agent portal, there is no slowness on the User field prompt.

[Mark Roethof]

Hi there,

Can you share how you setup the Reference Choice?

Anyway, 3 minutes sounds horribly. Have been using this in the past for Virtual Agent, should be possible within split second, depending on the efficiency of your query.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Chris D]

We have a User Search topic block which allows users to enter a last name or email address which filters the ensuing User reference. We created it before ServiceNow added the search functionality and auto-result limits/pagination to reference inputs so we also have a second level that lets a user narrow down by first name if there's too many results (i.e. common last name) - though maybe don't need anymore now. No issues with performance this way and we have 200k+ active users.

[pnguyen7]

Hey Chris, could you provide me the flow for that User search topic block?

[Mark Roethof]

Already 4 years old, though perhaps this helps you:

- 2020-02-24 - Article - Virtual Agent reusable topic blocks (+ example)

- 2020-02-23 - Share - Virtual Agent reusable topic block (query a User record)