Configure sensitive topic filters

  • Release version: Xanadu
  • Updated November 22, 2024
  • 2 minutes to read

    • Set up filters to redirect users to a different topic if certain subject material is detected in a Virtual Agent conversation.

    Before you begin

    Role required: sn_generative_ai.nsa_admin

    About this task

    For certain subjects, you may want to redirect a user to create an HR case or speak to a live agent rather than continue a conversation with generative AI. You can activate and configure the types of subjects that Now Assist Guardian will detect and enable redirection for.

    See Now Assist Guardian for more information.

    Procedure

    1. Navigate to All > Now Assist Admin > Settings.
    2. Navigate to Now Assist Guardian > Filters.
    3. Go to the Available for you tab to see which filters are available.
    4. Select Activate on the filter you want to enable.
    5. Review and generate sample phrases.

      Sample phrases tell the LLM what kind of text should be detected by the filter. The more sample phrases you provide, the more accurate the LLM will be in catching these topics. You can edit existing sample phrases by selecing the pencil icon and remove them with the delete icon.

      There are two ways to add a new sample phrase. To add a phrase manually, select New phrase, enter the text in the textboxt, and select Save to add it to the list. You can also generate sample phrases with generative AI by going to the Generative samples panel, choosing the number of phrases you want to generate, and selecting Generate. Once the phrases are generated, select Add to add a sample phrase or use the checkboxes to select phrases and choose Add all to add every selected phrase.

      Sensitive topic filter configuration with sample phrases generated by AI and textbox available for manual sample phrase entry

    6. Select Save and Continue.
    7. Choose which Virtual Agents you want to enable the sensitive topic filters for by selecting the checkbox next to the Virtual Agent name.
    8. Select Save and Continue.
    9. Review the fallback topic for when a filter is detected.

      By default, once a sensitive topic is detected, the user is redirected to the Sensitivity Detection: Fallback topic, which encourages the user to make an HR case or speak to a live agent. You can preview the topic from the guided setup.

    10. Select Save and continue.
    11. Review your choices for the filter setup in the final step.

      If you want to make any changes, you can use the step navigation panel to go back to a previous step.

    12. Select Activate to activate the filter.

    Result

    Sensitive topic redirection is enabled on your instance for the filter you selected. The filter appears in the Active tab of the Filters section of Now Assist Guardian settings.

    What to do next

    If you want to make any changes to the configuration later, to the Active tab of the Now Assist Guardian settings options and select the more actions icon (More options icon.) in the Actions column.