Using Keywords and NLU together in Virtual Agent

[Victor Chen]

 This article is to address scenarios where customers want to use keywords for some languages and NLU for other in VA. This might happen because of two reasons: 

• ServiceNow doesn’t support certain languages yet that a customer wants or has limited support, as it is an early release language 

• The customer wants to implement NLU for VA in a phased manner, i.e. they want to start with a few languages in NLU while still providing keyword support for other languages 

In the example below, the customer has implemented a custom model - hr_services_english in English only. The model hr_services_english contains the intents: apply_leave, holiday_enquiry and payroll_information.  
 
 

Now they create a VA Topic: apply_leave and input the intent: apply_leave from model: hr_services_english.  

 
 

**Note: Keywords for the VA topic are not specified yet. ** 

Now, after a couple months, they open an office in Japan.  

The client wants to use the existing English model instead of creating a new model in Japanese for multiple reasons.   

How can they accomplish this?  

1. Install the Japanese localization plugin 

2. Add English keywords in the VA Topic, e.g “sick leave”.  

 

3. In the sys_translated_text table, add the Japanese translation record for the English keyword “sick leave” and Table Name: “Topic[sys_cs_topic]”. 

 

4. In the ts_index_name table, click on the sys_cs_topic table record to open it.    

5. In the sys_cs_topic record, click to Regenerate the text index.  

Topic Detection:  

For the English word – “sick leave”, the Japanese word is 病気休暇.Test translated Japanese keyword to detect the apply_leave topic.  

 

[taylor10]

HI @Victor Chen Does this work on versions previous to Quebec?

[Andrei_Idiceanu]

Trying to insert a record as described in sys_translated_text results in "Error Message:Invalid insert"