Use the Topic Recommendations settings page to configure analysis reports based on your ServiceNow® data.

You can find the Topic Recommendations settings in the Conversational Interfaces Chat Settings (All > Conversational Interfaces > Settings) under Virtual Agent. When you first install Topic Recommendations, nothing is configured, so the settings page appears empty.
Figure 1. Empty Topic Recommendations settings page
The Topic Recommendations settings page is empty until you configure reports.

Once configured, you can view or edit analysis reports on this page.

Figure 2. Configured Topic Recommendations settings
The Topic Recommendations settings page with two configured reports by data source: sc_request and incident.

Topic Recommendations analysis settings

When you create or edit a Topic Recommendations analysis record, specify the information in the following form.

Table 1. Default settings for Topic Recommendations
FieldDescription
Data source

ServiceNow table that contains the data to be analyzed.
Field analyzed Field (string column) in the table to be analyzed. For example, the Short description in the Incident table.
Taxonomy Comprehensive list of intents for a specific business application, such as ITSM.
Filter by Condition builder for filtering the records to be analyzed. Click Set conditions to open the condition builder.

The default filter is [Created] [after] [Last 90 days].
Frequency The schedule for running the analysis, which is triggered through the Run Topic Recommendation Reports scheduled job:
  • None
  • Every Month
  • Every 3 Months
  • Every 6 Months
  • Every 12 Months
Note: If you're using a non-production instance for testing, set the analysis schedule in your production instance so that it and your analysis history are retained. The intent discovery process works best in a single instance, where data is not promoted between instances.