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  • 1.  AMA - Quick question for the AMA on Bots, KB etc.

    Posted 08-23-2022 12:17
    No replies, thread closed.
    Another question that came in from email, was from @Vaun McCarthy. He wanted to know the following:

    What options are there now or coming on the roadmap for the KB/Bot Flows/Agent Assist to be dynamically fed KB articles from an external system – such as Salesforce? Most of my clients maintain their KB articles in another system so having to replicate those within Genesys Cloud is sometimes a difficult sell and can be hard to keep in sync.    ​
    #ConversationalAI(Bots,AgentAssist,etc.)

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 2.  RE: AMA - Quick question for the AMA on Bots, KB etc.

    Posted 08-23-2022 12:24
    No replies, thread closed.
    Hi Vaun! You can already bulk import from those external systems (json, csv) into the Knowledge Workbench. Those import tasks can be automated to make sure that the data in the Knowledge Workbench is up to date.
    We are also working on some APIs to automate this sync with external providers (Salesforce being on top of the list) so that the content is continuously up to date.

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    Jean-Etienne Goubet
    Genesys - Employees
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  • 3.  RE: AMA - Quick question for the AMA on Bots, KB etc.

    Posted 08-28-2022 01:59
    No replies, thread closed.
    Thanks Jean-Etienne

    When you say "automate this sync" will that be synced in real-time or rely in some type of scheduled/batch process?

    Any ETA on where that sits within the roadmap?

    I'm curious as to how it would handle what could be different schemas for the articles so I'd expecting you'd need some type of field mapping functionality built into the UI.

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    Vaun Mccarthy
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    Original Message


  • 4.  RE: AMA - Quick question for the AMA on Bots, KB etc.

    Posted 08-31-2022 14:14
    No replies, thread closed.

    We haven't got that far and are still chartering for this one - we would be happy to collect feedback as well!
    This would only be for early 2023 at best.



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    Jean-Etienne Goubet
    Genesys - Employees
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    Original Message


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