Aria ChatBot train with contents of knowledge document

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Can Aria Chatbot be trained with contents of knowledge document ?
Can Aria Chatbot create a ticket and ask questions about account name, customer, site, description to complete the ticket ?

Environment

ServiceDesk Manager - All versions
Virtual Analyst

Resolution

Unfortunately VA (Virtual Analyst) Aria Chatbot is not doing any training on KDs.
"rasa train" command could be executed to train a machine learning model for the conversational assistant, combining NLU data (intents, entities) and dialogue policies (stories, rules) into a functional model.
 
This is not the same as AI model training - like training the model to know how to answer your questions. VA is using NLU models to determine what APIs to call to get the required data, based on the question.

VA Chatbot does not have the functionality to ask additional questions for ticket creation and does not have possibility to route tickets to a specific group or category based on end user input.

But some customization in attributes for ticket creation could be done.

See this : Custom Attributes for Ticket Creation