Configure sensitive topic filters

Set up filters in Now Assist Guardian to redirect Virtual Agent users to a live agent or HR case when a sensitive subject is detected in a conversation.

Before you begin

Role required: sn_nowassist_admin.nsa_admin

About this task

Now Assist Guardian detects sensitive subjects in Virtual Agent conversations and redirect users to the Sensitivity Detection: Fallback Virtual Agent topic instead of continuing the conversation with generative AI. You can activate and configure the subjects that trigger this redirection, and add sample phrases to improve detection accuracy.

Note:

The sensitive topic filter guardrail applies only to Virtual Agent conversational skills and is available for HR Service Delivery and Customer Service Management (CSM).

See Now Assist Guardian for more information.

Procedure

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.
   Note:

   When the CSM plugin is installed on your instance, the default sensitive filters for CSM appear in the Available for you tab.
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 the filter should detect. The more sample phrases you provide, the more accurately the LLM detects these topics.

   

   Option	Description
   Add a phrase	Select New phrase to add a phrase manually. Enter text in the Add new phrase text box. Select Save.
   Generate a phrase using generative AI	In the Generative samples panel, select the maximum number of phrases to generate from the list. Select Generate. Select the check box next to the phrase and selectAdd to add individual sample phrase. Select the check box next to each phrase and then selectAdd all to add multiple phrases together.
   Edit a phrase	Select the pencil icon and start editing the phrase. select Save.
   Delete a phrase	Select the delete icon to remove the 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, when a sensitive topic is detected, the user is redirected to the Sensitivity Detection: Fallback topic, which prompts the user to create 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 filter configuration in the final step.

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

12. Select Activate to activate the filter.

Result

The sensitive topic filter is activated and appears in the Active tab of the Filters section of Now Assist Guardian settings. When the filter detects a sensitive topic in a Virtual Agent conversation, the user is redirected to the Sensitivity Detection: Fallback Virtual Agent topic.

What to do next

To modify the filter configuration after activation, go to the Active tab of the Now Assist Guardian settings options and select the more actions icon () in the Actions column.