Add recommended topics and intents to Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • After you run and review a Topic Recommendations report, select the pre-built topics and suggested intents to add to Virtual Agent.

    Before you begin

    Role required: virtual_agent_admin or admin

    About this task

    When you add a recommended topic to Virtual Agent, the Topic Recommendations app automatically does the following:
    • Duplicates the pre-built topics that you selected.
    • Creates empty topics for the intents you selected.
    • If you're using ServiceNow NLU:
      • Creates a new NLU model if it doesn't exist.
      • Updates and trains the NLU model with the added intents.

    Procedure

    1. Navigate to All > Conversational Interfaces > Virtual Agent > Topic Recommendations.
    2. Go to the analysis results for your data source.
    3. Select one or more topic and intent cards to be added to Virtual Agent, and then click Add to VA.
      Selected cards are highlighted in blue and display as Selected, as shown in the following example.

      When selected, the topic card is blue and displays "Selected" with a check mark.

    4. If you're using ServiceNow NLU, select one of the following options in the Model list:
      • Create new model

        Select this option to create a new model group. If other languages are enabled for your instance, select the languages to add as secondary models in the group. Click make primary for the primary language in the group.

        Figure 1. Adding selected recommendations to a new model group
        Select Create new model and enter a name. Specify which language should be the primary language for the model.

        For more information about model groups, see Multilingual model management.

      • An existing model name

        If other languages are enabled for your instance, select the languages to add as secondary models in the group.

        Figure 2. Adding selected recommendations to an existing model group
        In the Model list, choose an existing model and select the languages you want to add as secondary models for the topic in the group.
    5. Select Add to VA.

    Result

    For recommended pre-built topics, Virtual Agent duplicates the topic (but removes the Template portion of the file name). For recommended intents, Virtual Agent creates a new topic mapped to the intent. These topics are added to the Recommended category in the Virtual Agent Designer Topics page.

    In the Topic recommendations page, the topic card shows the date it was added and its status (Active or Inactive). To open the new topic from the Topic Recommendations page, click the info icon to open the overlay card. Click the open link icon Open link icon. to open the topic in Virtual Agent Designer.

    Figure 3. Recommended topic cards for an added topic
    The pre-built topic card in Topic Recommendations page shows the date that it was added and its current state. The duplicated topic card displays in the Topics page.