Virtual Agent search predicting incorrect NLU intent - Support and Troubleshooting

Virtual Agent search predicting incorrect NLU intent Problem When searching for a ticket number (e.g., RITM1234, INC5678) from the virtual agent search, the bot is predicting the wrong NLU intent instead of returning a contextual search. The NLU for the virtual agent was enabled, configured, and mapped properly to the topics. The model, intent, utterances, and testing are run and published properly.

Root Cause This is more a NLU implementation

Steps to Resolve 1. Create a pattern entity.

2. Follow this documentation to do that => https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/natural-language-understanding/task/create-pattern-entity.html