Intent is not working

[Arun Kumar S]

We have created multiple intents for a single issue to train the Virtual Service Agent. For instance, we created an intent named “OKTA Verify Issue.” However, the intent flow is not functioning as expected. Instead of retrieving responses from our defined Knowledge Base (KB), it is pulling information from the internet. Kindly investigate and provide a resolution.

[Joseph Chung Yin]

@Arun Kumar S 

Welcome to the community.  Have you check your setup with Virtual Service agent and test it out for "OKTA Verify Issue" intent?

https://support.atlassian.com/jira-service-management-cloud/docs/test-your-virtual-agent/

Or is your findings from your testing resulted data coming from the internet and not your predefined KB setup?

If needed, you can also contact Atlassian Support for further suggestion - https://support.atlassian.com

Please advise.

Best, Joseph