Virtual service agent cannot find answers for some users

[Hugh Clarke]

We have launched our virtual service agent to a pilot group of people. We have 20 knowledge bases connected. Everything looks to be set up fine. Some users are reporting the bot is unable to answer any questions, even basic ones. I have asked the exact same question and received the right answer. What could be wrong here?

[Joseph]

Hi 

I am Joseph, product manager on Virtual Service Agent. We are looking into this issue. I will keep you posted on the status of this bug.

thanks

Joseph

[britney_zhou]

Hey Hugh, we are experiencing the same issue with our org as we recently launched it. We found that many users were able to get the virtual agent to answer their questions but it worked. Though now that we rolled it out to more users we found some users are not able to receive an answer for the exact same question.    

[Hugh Clarke]

Thanks for the response. It may not be an issue with our set up then, but a bug in the platform. Please let me know if you manage to find a solution

[britney_zhou]

I've opened a support ticket and is having a call with support next week. Will update this thread once I find something!

[Hugh Clarke]

Thanks, I'm also in contact with them and will let you know if we make any progress on my side