Genesys Cloud CX

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  • 1.  Agent knowledge search

    Posted 11-23-2021 12:13
    Hi, I'm looking for ways for an agent ao access knowledge articles published using the knowledge workbench (About the knowledge workbench - Genesys Cloud Resource Center).I appreciate that this is currently intended for use by Dialog Engine bots but I'm hoping that, with a little creative scripting, it might be possible to give agents the ability to search and retrieve these articles. Does anyone have any ideas?
    Thanks, Paul

    Paul Cox
    Maintel Europe Limited

  • 2.  RE: Agent knowledge search

    Posted 11-23-2021 15:56
    Hi Paul,

    As I understand knowledge workbench primarily is for customers.
    For agents at the moment only canned responses available or maybe some third party additional services.
    One our client requested advanced canned responses functionality with Azure Cognitive Services, QnA and Text Search.

    Taras Buha