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Configuration tips for Agent Intelligence

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Configuration tips for Agent Intelligence

If you encounter issues during your solution training and solution prediction, follow these suggested resolutions.

Solution training

Issue Resolution or suggested action
The solution training remains in Waiting for Training status for too long, as the scheduler job is using an incorrect glide callback instance URL. Ensure the glide.servlet.uri property in the Glide instance is set to the correct instance URL. This issue can occur when:
  • An instance is cloned from production, yet it still refers to the production URL for the glide.servlet.uri property.
  • The glide instance is provisioned and runs the training for the first time.
New categories have been added and are not yet having an impact on training. This behavior is expected as the new categories need to bake until sufficient data exists for the new category and the solution is retrained.
The solution training fails.

When the training fails, click the Show Training Progress related link on the solution screen to determine where the potential problem resides.

The solution training fails due to user authentication. Navigate to System Security> Users and ensure the sharedservice.worker role is set to Active.
The model training returns saying the model cannot be created. The training fails and shows the “Error while training solution” message. The training progress window shows this message: “Solution training failed as either the data used is not sufficient or the input field is not predictive of the output field.” This issue can occur when the data quantity or the distribution of field values is not sufficient for a model to build successfully. Follow these steps to troubleshoot:
  1. Ensure that the distribution of the output field is not skewed.
  2. Retrain the model by changing the date filters to use a larger amount of data.
  3. If the input fields are not fully populated, add a filter to remove null records.
The solution has data in multiple languages but the coverage and precision results are poor.

Use the following options to help improve your metrics.

Option 1: Update the processing language of the solution to the most prominent non-English language.
Note: English is applied by default for all datasets.
Option 2: If there is sufficient data for each language/region:
  1. Add a filter criteria for a specific language/region where the primary language can be identified (Dutch, English, French, German, Japanese, or Spanish).
  2. Generate a solution for each language/region and apply the proper processing language to each solution.

Solution prediction

Issue Resolution or suggested action
The prediction fails and returns a Java exception where the cause is unknown.
  1. Search for the exception in the Agent Intelligence Glide logs.
  2. Submit an Incident record for Agent Intelligence including all relevant details, such as the exception, the impacted instance, the solution name, and the input string.
There is no prediction applied to the incident/case record but the prediction returns a value when tested in the Rest API Explorer. This behavior can occur when the confidence of the prediction is less than the threshold required to make a prediction. After your solution is trained, use the following steps to confirm if your solution settings need adjusting.
  1. Navigate to System Web Services > REST > REST API Explorer to find the confidence level for the prediction. See Test a solution prediction.
  2. On your ML Solution Definition record, check the threshold set for your outcome class that was returned in the prediction by clicking the name of the class. The Class page appears.
  3. Check the Estimated Precision and Estimated Coverage values. If the corresponding threshold is more than the prediction confidence of the outcome, this is the root cause for why you did not see any prediction.
  4. Adjust the class precision and coverage values to increase coverage or precision. See Tune a trained solution.

Instance cloning

Issue Resolution or suggested action
After an instance is cloned, predictions for your existing solutions fail. The ML solution artifacts in the [ml_artifacts] table are stored in the [sys_attachment table]. If the [ml_artifacts] table is not included in the clone when you run it, the predictions fail. Ensure your clone includes the machine-learning artifacts, as these are critical components of your Agent Intelligence solution.
After an instance is cloned, the solution training fails. As the cloning run proceeds, it is possible that the sharedservice.worker user has either been inactivated, locked out, or the user ID is not set. Resolve these problems so that the solution training succeeds.