The Activate toggle switch for NLU is toggled on for all new Virtual Agent activations and the NLU Service Provider defaults to ServiceNow NLU.
Source: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/task/configure-nlu-settings.html
Enable NLU in Virtual Agent
To enable NLU in Virtual Agent, navigate to Virtual Agent > Conversation Flows. Click the Edit button next to the conversation flow that you want to enable NLU for. Scroll down to the NLU section and check the Enable NLU checkbox. Click Save.
In the NLU Settings configure the Intent confidence threshold
The Intent confidence threshold is the minimum score that an intent must have in order for NLU to match it to a user query. To configure the Intent confidence threshold, navigate to Virtual Agent > NLU Settings. Enter the desired Intent confidence threshold in the Intent confidence threshold field. Click Save.
https://docs.servicenow.com/en-US/bundle/vancouver-intelligent-experiences/page/administer/natural-language-understanding/concept/nlu-model-settings.html
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