Topic Recommendations cards

Release version: Washingtondc

Updated February 1, 2024

2 minutes to read

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Summary of Topic Recommendations Cards

The Topic Recommendations cards in ServiceNow's Virtual Agent provide a visual representation of the status of various topic and intent recommendations. This feature allows users to easily track and manage these recommendations over time, enhancing the efficiency of the Virtual Agent's performance.

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Key Features

Card Status: Each recommendation appears as a card with one of the following statuses:

New: Indicates a topic or intent that has never been added, marked by a dark gray border.
Active: Shows that a topic or intent is published, denoted by a green border. Frequent recommendations for an Active topic suggest it may require improvement.
Inactive: Represents a topic that has not been published, with a light gray border. Continuous recommendations indicate the need for publishing.
Hidden: Refers to topics not added but marked as hidden from view.

Overlay Cards: Selecting a recommendation card displays an overlay card containing detailed information about the topic or intent, including:

Resolution time in minutes.
Contact methods used by users.
Assignment group handling the ticket.
User interaction languages.
A completion graph for active topics.
Actionable suggestions for applying the recommendation.

Topic Linking: Users can add new topics or link existing ones to recommendations, facilitating better management of topics within Virtual Agent Designer.

Key Outcomes

By utilizing the Topic Recommendations cards, ServiceNow customers can efficiently monitor the status of their topics, make informed decisions on improvements, and enhance overall user engagement through timely updates and actions. This structured approach helps in optimizing the Virtual Agent's capabilities and ensuring a more responsive support experience.

Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.

Card status

Topic and intent recommendations appear as cards. The status lets you know what action has been taken, if any, for each recommendation.

Intent recommendations with various statuses. — Figure 1. Example intent recommendation cards

Table 1. Topic and intent card statuses
Status	Description
New	Topic or intent has never been added to Virtual Agent. Cards with New status have a dark gray border.
Active	Topic or intent was added to Virtual Agent or linked to an existing topic and published. Cards with Active status have a green border. If you keep getting recommendations for an Active topic, it probably needs improvement.
Inactive	Topic or intent was added to Virtual Agent but never published, or it was linked to an existing, unpublished topic. Cards with Inactive status have a light gray border. If you keep getting recommendations for an Inactive topic, take steps to publish it and make it active.
Hidden	Topic or intent was not added to Virtual Agent, but it was marked as hidden from the aggregate view and has a status of Hidden.

Overlay cards

To get more details about a pre-built topic or user intent, select the recommendation card, and then click the info icon to open an overlay card.

The overlay card includes a description of the pre-built topic or user intent and the following information, which can provide insight into why the topic or intent was recommended.


Label	Description
Per contact, VA could save	How long it takes for Virtual Agent to resolve an intent (displayed in minutes).
How they contacted you	The way in which users engaged with support. For example, phone or email.
Who handled the ticket	The assignment group.
Language	The languages of users interacting with support for this issue.
Topic completion	Graph that shows a snapshot of topic completion over a window of time. This information displays for active topics only.
Status area
This section displays one of the following statuses.
How to apply this recommendation	Suggestions for an unused recommendation. You can do one of the following: Select the card, and then click Add to VA to create a new topic. Link the recommendation to an existing topic.
Added topic recommendation	Displays the name of the topic that was added for the recommendation, as well as the date when it was added. Click the open link icon to view the topic in Virtual Agent Designer.
Linked topic	Displays the name of the topic that was linked, as well as the date when the recommendation was linked. Click the open link icon to view the associated topic in Virtual Agent Designer. You can also unlink the topic from the recommendation.