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  • 1.  Agent Copilot enhanced conversational understanding for knowledge searches

    Posted 11 hours ago

    Hi everyone!

    I've been testing the new enhanced conversational understanding for knowledge searches in Agent Copilot, and the difference was really clear in a simple scenario.

    The customer first said, "I want to rent a car" and then asked, "But how long does it take?"

    Without the new configuration, Copilot kept the search focused on the previous message, "I want to rent a car", and the result was more generic and not really related to the latest question.

    After enabling Detect knowledge questions and Refine search queries, Copilot used the conversation context and reformulated the query to something like "How long does it take to rent a car?"

    The result was much more relevant to what the customer was actually asking.

    I think this can help a lot in real conversations because customers rarely ask complete and standalone questions. Most of the time they say things like "And how long does it take?", "What about this case?" or "How do I do that?"

    Using the conversation context to refine the knowledge search query can make a big difference in the relevance of Copilot suggestions.

    I also liked that the refined query is visible to the agent. It makes it easier to understand how Copilot interpreted the conversation and can also help when troubleshooting knowledge search results.

    Has anyone else tested this feature yet? I'd be curious to hear how it is performing in other use cases and with larger knowledge bases.


    #AICopilot(Agent,Supervisor,Admin)

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    Mateus Nunes
    CX Manager at Solve4ME
    mateus.nunes@solve4me.com.br
    Brazil
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  • 2.  RE: Agent Copilot enhanced conversational understanding for knowledge searches

    Posted 9 hours ago

    I love that testing and I am also looking forwards to seeing how others are using it



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    Sam Jillard
    Online Community Manager/Moderator
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  • 3.  RE: Agent Copilot enhanced conversational understanding for knowledge searches

    Posted 53 minutes ago

    Great post!

    I'm currently implementing Agent Copilot for a healthcare customer and had the opportunity to test this new capability.

    Since this is a new Copilot implementation, Detect knowledge questions was already enabled by default, so I enabled Refine search queries and was genuinely surprised by the results.

    During our tests, we simulated several customer interactions. Instead of focusing only on the latest message or an isolated keyword, Copilot understood the context of the conversation and suggested much more relevant knowledge articles. To further enhance the experience, I also used Answer generation, which helped provide more complete and contextual responses based on the knowledge base content.

    One thing that became very clear during testing is that these capabilities are only as good as the knowledge base behind them. A well-structured knowledge base with clear, contextual content makes a significant difference in the quality of the generated answers and article recommendations.

    We're now finishing the implementation and final validations before moving into production. The feature really surprised me, and I'm looking forward to seeing how it performs with real customer interactions.



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    Raphael Poliesi
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