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Configure Natural Language Understanding in Virtual Agent

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Configure Natural Language Understanding in Virtual Agent

Enable Natural Language Understanding (NLU) in Virtual Agent and identify the NLU service provider for your instance.

Before you begin

  • You can select only one NLU service provider for your instance. Virtual Agent supports ServiceNow NLU and the IBM Watson NLU service.
  • If you are using IBM Watson Assistant as an NLU service provider, activate the Proxy agent to the IBM Watson Natural Language Understanding server (com.glide.nlu.ibmwatson.intent.discovery) plugin.
  • Role required: virtual_agent_admin or admin

About this task

The topics that you preview, create, or update in Virtual Agent Designer must use NLU models created in the NLU service that you select here. For example, if you specify ServiceNow NLU as the service provider, you can view and access topics that use ServiceNow NLU models.

Procedure

  1. Navigate to Collaboration > Virtual Agent > General Settings.
  2. In the NLU Settings tab, click Enable NLU in Virtual Agent to activate Natural Language Understanding.
  3. Select the NLU service provider for intent and entity extraction. The default is ServiceNow NLU.
  4. Click Save.
    When you create or update a topic in Virtual Agent Designer, you can choose NLU models available for the specified NLU provider. You can also set the NLU entity properties for the input controls that you add to the conversation flow.
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