Hi Felix Mensching,
You can control the knowledge behavior in your digital bot flow using this guide: Control knowledge behavior in your voice or digital bot flow . The Knowledge Search Results collection returns a list of articles most related to the intent, but it doesn't include the confidence score directly.
Natively, the bot already performs this search, but if you want to add more business rules, as I did, I configured it to return up to the top three articles and ask the user whether the article was positive or negative to collect feedback.
Exemple:
Another alternative is to use the API search:
/api/v2/knowledge/knowledgebases/{knowledgeBaseId}/documents/search
It also returns the search results.
Here’s an example:
Body:
Response:
Hope this helps.
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Luiz Rosa
Full stack developer
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Original Message:
Sent: 11-05-2025 06:11
From: Felix Mensching
Subject: Accessing the Knowledge Article Confident Scores in Digital Bot Flow
Hi,
I am looking for some support on the handling of knowledge articles and intents.
I would like to handle the Disambiguation of Digital Bot Flow myself.
Hence, I need the information for the confidence levels of intents and knowledge articles.
For Intents, I can access the confidence scores using the variables Session.LastCollectionConfidence, Session.LastNLUCollectionConfidence
I know that I can access the collection "Knowledge Search Results", but the collection object does not contain any confident scores as stated by @Rory Brennan in another community post https://community.genesys.com/discussion/knowledge-confidence-score
=> the variable "Flow.searchResults[0].confidence" is not available.
Does someone know how to access this or handle the confident scores of knowledge articles within the flow?
Thank you for your support!
#Architect
#WebMessaging
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Felix
Miele & Cie. KG
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