Copilot - Generative Answers returning blank/empty

[BenMadine]

Hi,

I am using the 'Create Generative Answers' node in copilot studio along with Servicenow KB Articles connector, in order to achieve a response from the bot. However, the 'Create Generative Answer' node answer always returns blank/empty and I am not sure why...

I have checked the variables while running and Knowledge articles are being returned. I have also set the content moderation to low but I am still getting no results. 

I am new to copiltot studio and power automate but if anyone could help, it would be much appreciated!

Thanks

[adilei]

Can you share some examples for the custom data payload and questions that aren't answered?

[BenMadine]

The first KB returned from the Servicenow connector is the exact one I am trying to trigger but generative answers never seem to pick up on this. I have realised that the formatted value (the value after I get it from service now) is only containing the title and an empty value, which is due to the 'Set Variable Value' node (Can be seen at bottom). If this doesnt contain data could that be why there is no answer being generated? However, following this tutorial: https://www.youtube.com/watch?v=xRsoHOq4oKA, it seems to work for this guy? 

Thanks for your help!

This is my question: "I cant find the software im looking for in the tech store"

This is what is returned from the ServiceNow Connector: 

{
  "articles": [
    {
      "fields": {},
      "id": "kb_knowledge:68cfa804c30f35186e7f521c05013188",
      "link": "?sys_kb_id=68cfa804c30f35186e7f521c05013188&id=kb_article_view&sysparm_rank=1&sysparm_tsqueryId=13f2104bc31906141074fdbb050131aa",
      "number": "KB0013381",
      "rank": 1,
      "score": 1994.2146,
      "snippet": "Requesting <strong>software</strong> The <strong>Tech</strong> <strong>Store</strong> <strong>software</strong> catalogue contains all products that have been approved Request (see below) to get the latest version. Can't <strong>find</strong> the <strong>software</strong> you're <strong>looking</strong> for? If the <strong>software</strong> is not available in the drop down menu in <strong>Tech</strong> <strong>Store</strong> then it has not yet been approved",
      "title": "Spark - Requesting software"
    },
    {
      "fields": {},
      "id": "kb_knowledge:ed8a0dca1b81e510d54f2134b24bcb7e",
      "link": "?sys_kb_id=ed8a0dca1b81e510d54f2134b24bcb7e&id=kb_article_view&sysparm_rank=2&sysparm_tsqueryId=13f2104bc31906141074fdbb050131aa",
      "number": "KB0021107",
      "rank": 2,
      "score": 1451.1484,
      "snippet": "-30 is unreachable_AT ENLCS To <strong>Find</strong> the Monitored Item 6. To remove line breaks within a cell, Select the Cell, Ctrl <strong>Find</strong>, In the <strong>Find</strong> What field you need to press the CTRL button and the J button at the same time. In the replace with field have nothing, then click the <strong>find</strong> and replace button on the column you wish",
      "title": "HPOV Monitored Items - Alias Work Instructions"
    },
    {
      "fields": {},
      "id": "kb_knowledge:afd63d761b4091549a832134b24bcb0d",
      "link": "?sys_kb_id=afd63d761b4091549a832134b24bcb0d&id=kb_article_view&sysparm_rank=3&sysparm_tsqueryId=13f2104bc31906141074fdbb050131aa",
      "number": "KB0019669",
      "rank": 3,
      "score": 207.307,
      "snippet": " report an issue If you need to report an issue or ask a question related with a <strong>Tech</strong> <strong>Store</strong> order please submit <strong>Tech</strong> <strong>Store</strong> Hardware/<strong>Software</strong> Order Issue - https://sky.service-now.com/techss?id=tk_cat_item on the <strong>Tech</strong> Self Service page (https://tech.at.sky/techss) If you can’t <strong>find</strong> what you’re <strong>looking</strong>",
      "title": "Agent Workspace - Canned Responses and Autopilot"
    }
  ],
  "meta": {
    "properties": {
      "count": 22,
      "end": 3,
      "fields": "body",
      "filter": "",
      "kb": "",
      "language": "en",
      "query": "I cant find the software im looking for in the tech store",
      "start": 0,
      "status": {
        "code": 200
      },
      "ts_query_id": "13f2104bc31906141074fdbb050131aa"
    },
    "type": "object"
  }
}

 Formatted value: 

[
  {
    "Content": "HPOV Monitored Items - Alias Work Instructions - ",
    "ContentLocation": "https://skydev3.service-now.com/techss?id=tk_article&sys_id=kb_knowledge:ed8a0dca1b81e510d54f2134b24bcb7e"
  },
  {
    "Content": "Spark - Requesting software - ",
    "ContentLocation": "https://skydev3.service-now.com/techss?id=tk_article&sys_id=kb_knowledge:68cfa804c30f35186e7f521c05013188"
  },
  {
    "Content": "Windows 10 Guide - ",
    "ContentLocation": "https://skydev3.service-now.com/techss?id=tk_article&sys_id=kb_knowledge:8079f09ddb2deb00a3aa399ffe96190c"
  }
]

[adilei]

You should have mapped "snippet" to "Content", not just the title. The LLM looks in "Content" to generate a response to your question, and in your case "Content" has almost nothing.

BTW, you can use "Title" for the article title:

[
 {
  Content: "This is a sample piece of text that was provided for testing purposes, to be replaced with content of your choice",
  ContentLocation: "https://contoso.com/p1.htm",
  Title: "Contoso Sample"
 },
 {
  Content: "This is a second bit of sample text that can be replaced with content of your choice",
  ContentLocation: "https://fabrikam.com/p2.htm"
 },
 {
  Content: "This is a third bit of sample text that can be replaced with content of your choice",
  Title: "Adventure Works Cycles Sample"
 }
]

[BenMadine]

Thanks for your help and that has improved the result but I still didn't get what I was looking for (see attached). You can see that it went the correct route and "almost" generated a good answer. 

Can you advise on how I can improve this please? This is the new formatted JSON:

[
  {
    "Content": "Spark - Requesting software - Requesting <strong>software</strong> The <strong>Tech</strong> <strong>Store</strong> <strong>software</strong> catalogue contains all products that have been approved Request (see below) to get the latest version. Can't <strong>find</strong> the <strong>software</strong> you're <strong>looking</strong> for? If the <strong>software</strong> is not available in the drop down menu in <strong>Tech</strong> <strong>Store</strong> then it has not yet been approved",
    "ContentLocation": "https://skydev3.service-now.com/techss?id=tk_article&sys_id=kb_knowledge:68cfa804c30f35186e7f521c05013188"
  },
  {
    "Content": "HPOV Monitored Items - Alias Work Instructions - -30 is unreachable_AT ENLCS To <strong>Find</strong> the Monitored Item 6. To remove line breaks within a cell, Select the Cell, Ctrl <strong>Find</strong>, In the <strong>Find</strong> What field you need to press the CTRL button and the J button at the same time. In the replace with field have nothing, then click the <strong>find</strong> and replace button on the column you wish",
    "ContentLocation": "https://skydev3.service-now.com/techss?id=tk_article&sys_id=kb_knowledge:ed8a0dca1b81e510d54f2134b24bcb7e"
  },
  {
    "Content": "Agent Workspace - Canned Responses and Autopilot -  report an issue If you need to report an issue or ask a question related with a <strong>Tech</strong> <strong>Store</strong> order please submit <strong>Tech</strong> <strong>Store</strong> Hardware/<strong>Software</strong> Order Issue - https://sky.service-now.com/techss?id=tk_cat_item on the <strong>Tech</strong> Self Service page (https://tech.at.sky/techss) If you can’t <strong>find</strong> what you’re <strong>looking</strong>",
    "ContentLocation": "https://skydev3.service-now.com/techss?id=tk_article&sys_id=kb_knowledge:afd63d761b4091549a832134b24bcb0d"
  }
]

[adilei]

That's probably because there is no content in the payload that can be used to generate an answer. If the user's query is "I can't find software I'm looking for", then the payload has to have some content about what to do in such cases. 

[BenMadine]

Thanks for your help but I am unable to map the description of the KB Article to formatted JSON object, so that content actually contains content. I can only map the parent keys rather than the child keys. For example, I can map snippet but I am unable to map fields.text.value or fields.sys_id.value even though they are in response JSON from ServiceNow connector. Do you know of a way around this? 

[adilei]

I'm not sure that's the problem. What KB content do you expect to ground an answer to the question you shared?

[BenMadine]

Well I thought that if I send the whole description to the generative answers node in the content then it would have enough information to be able to respond, rather than just the snippet? Is that how it works?

Also is that possible as I would like the sys_id of the article so I can use it for the ContentLocation so I can direct the user to the correct link. The sys_id is a child of the fields object. 

  "articles": [
    {
      "fields": {
        "sys_id": {
          "display_value": "4d3458563787a2801f2e0c5754990e25",
          "label": "Sys ID",
          "name": "sys_id",
          "type": "GUID",
          "value": "4d3458563787a2801f2e0c5754990e25"
        }
....

  Again, thanks for your help!