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  • 1.  Agent Copilot - Knowledge base

    Posted 02-16-2025 20:25
    No replies, thread closed.

    Hi Team

    I want to understand if there's a way to connect multiple knowledge bases to a single Copilot. Currently, there is no direct method to do this.

    I have a customer with a queue that handles questions from different business verticals, each with its own segregated knowledge base. Since Copilot does not allow one queue to be associated with multiple knowledge bases, I was wondering if anyone has encountered this challenge before and found a workaround.


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Maria Alston
    QPC Australia
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  • 2.  RE: Agent Copilot - Knowledge base

    Posted 02-17-2025 10:17
    No replies, thread closed.

    Hi Maria,

    As you said it doesn't appear there is a direct method of doing this.  If someone else in the community has found a way, hopefully they will let us know. 

    But it may be worth raising this as an idea on the Genesys Cloud Product Ideas Lab



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Agent Copilot - Knowledge base
    Best Answer

    Posted 02-17-2025 11:49
    No replies, thread closed.

    Not currently.  Either you have all the articles in a single KB or you split out the calls to different queues and match the articles up that way.  I added this idea for you to vote and comment on:  Allow assignment of more than one KB to | Genesys Cloud Ideas Portal



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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