virtual service agent doesn't read its own conversation?

[Wood_ Jeremy]

Hello,

We our experimenting with adding the virtual service agent to our JSM instance and have noticed that while trying to have a conversation with the virtual agent, it seems to treat each response as a brand new conversation and almost acts like its not reading its own conversation. You can see from the below conversation the agent will ask a question to get more details, and if you just answer the question it seems to forget what your taking about until you ask the original question + the details it asked for. Is there some kind of setting or something I'm missing so that the agent reads its own conversation? 

[Marc - Devoteam]

Hi @Wood_ Jeremy 

Can you provide more details n the setup of your VSA?

Seems like your intent is not set correctly or your training phrases are not up to point.

[Wood_ Jeremy]

Hi Mark.

We have not setup any intents yet. Currently we just have the VSA connected to our Confluence knowledge base. In the screenshot when i finally phrase the question with all of the information "How do i, a pre-qualified employee, get a company cell phone?" the AI pulls from our existing document and provides the answer I'm looking for. 

Its just a matter of getting there. The AI is smart enough to say it needs more information, but when i provide that information it forgets everything else i previously told it. 

[Marc - Devoteam]

Hi @Wood_ Jeremy 

For onlyu using AI Answers

• AI answers do not extract information from images.
• AI answers performs best with text not in tables in Confluence.

"AI answer quality relies on the knowledge base's accuracy and clarity. A well-structured, up-to-date knowledge base enables better question deflection by the virtual service agent"