Configure sensitive topic filters

Set up filters to redirect users to a different topic if certain subject material is detected in a Virtual Agent conversation.

Vorbereitungen

Role required: sn_generative_ai.nsa_admin

Warum und wann dieser Vorgang ausgeführt wird

Now Assist Guardian can to detect sensitive subjects and redirect users to create an HR case or speak to a live agent, instead of continuing the conversation with generative AI. You can activate and configure the subjects that trigger this redirection.

Hinweis:

The sensitive topic filter guardrail is available only with HR Service Delivery.

See Now Assist Guardian for more information.

Prozedur

1. Navigate to All > Now Assist Admin > Settings.
2. Navigate to Now Assist Guardian > Filters.
3. Go to the Available for you tab to see which filters are available.
4. Select Activate on the filter you want to enable.
5. Review and generate sample phrases.

   Sample phrases tell the LLM what kind of text should be detected by the filter. The more sample phrases you provide, the more accurate the LLM will be in catching these topics. You can edit existing sample phrases by selecting the pencil icon and remove them with the delete icon.

   There are two ways to add a new sample phrase. To add a phrase manually, select New phrase, enter the text in the text box, and select Save to add it to the list. You can also generate sample phrases with generative AI by going to the Generative samples panel, choosing the number of phrases you want to generate, and selecting Generate. Once the phrases are generated, select Add to add a sample phrase or use the check box to select phrases and choose Add all to add every selected phrase.

   

6. Select Save and Continue.
7. Choose which Virtual Agents you want to enable the sensitive topic filters for by selecting the checkbox next to the Virtual Agent name.
8. Select Save and Continue.
9. Review the fallback topic for when a filter is detected.

   By default, once a sensitive topic is detected, the user is redirected to the Sensitivity Detection: Fallback topic, which encourages the user to make an HR case or speak to a live agent. You can preview the topic from the guided setup.

10. Select Save and continue.
11. Review your choices for the filter setup in the final step.

    If you want to make any changes, you can use the step navigation panel to go back to a previous step.

12. Select Activate to activate the filter.

Ergebnisse

Sensitive topic redirection is enabled on your instance for the filter you selected. The filter appears in the Active tab of the Filters section of Now Assist Guardian settings.

Nächste Maßnahme

If you want to make any changes to the configuration later, to the Active tab of the Now Assist Guardian settings options and select the more actions icon () in the Actions column.