Genesys Cloud - Main

Has anyone had any success, or even know if it is possible to apply filters such as labels and categories to Workbench Knowledge Searches? You can use the GenAI Content Enabled Searches within the Bot Flows, but this would search the entire KB,  I need to be able to use the Virtual Agent to search a KB but only returns results that have a specific category or label.

I'm keen to here what other implementations have been done with filtering Knowledge in Genesys Cloud. 

Hi Lee

I think it can search by Categories and Labels, but not filter by them in Virtual Agent as far as I am aware. The AI is still going to search for the best answer based on what's being asked.  Maybe someone else in the community has had success in achieving this though.

Has anyone had any success, or even know if it is possible to apply filters such as labels and categories to Workbench Knowledge Searches? You can use the GenAI Content Enabled Searches within the Bot Flows, but this would search the entire KB,  I need to be able to use the Virtual Agent to search a KB but only returns results that have a specific category or label.

I'm keen to here what other implementations have been done with filtering Knowledge in Genesys Cloud. 

The use case I have involves having one or more variations of a response to a question, the correct response is then based on a "category" for example. From what I can see the AI Knowledge search in Genesys isn't able to apply filtering to the knowledge to determine the correct response. 

I have seen ideas raised in Aha that have requested the ability to target a specific KB at runtime, that would help but would mean having to create several hundred KB's. I believe the limit is 500, I would need about 3500.   

Hi Lee

I think it can search by Categories and Labels, but not filter by them in Virtual Agent as far as I am aware. The AI is still going to search for the best answer based on what's being asked.  Maybe someone else in the community has had success in achieving this though.

Has anyone had any success, or even know if it is possible to apply filters such as labels and categories to Workbench Knowledge Searches? You can use the GenAI Content Enabled Searches within the Bot Flows, but this would search the entire KB,  I need to be able to use the Virtual Agent to search a KB but only returns results that have a specific category or label.

I'm keen to here what other implementations have been done with filtering Knowledge in Genesys Cloud. 

Has anyone had any success, or even know if it is possible to apply filters such as labels and categories to Workbench Knowledge Searches? You can use the GenAI Content Enabled Searches within the Bot Flows, but this would search the entire KB,  I need to be able to use the Virtual Agent to search a KB but only returns results that have a specific category or label.

I'm keen to here what other implementations have been done with filtering Knowledge in Genesys Cloud. 

Than you all for your comments, after looking into a custom Action to manage the knowledge surfaced by the VA, I was able to confirm that the current Knowledge Workbench is not suitable for our use cases and doesn't give us the level of granularity that is needed. 

Has anyone had any success, or even know if it is possible to apply filters such as labels and categories to Workbench Knowledge Searches? You can use the GenAI Content Enabled Searches within the Bot Flows, but this would search the entire KB,  I need to be able to use the Virtual Agent to search a KB but only returns results that have a specific category or label.

I'm keen to here what other implementations have been done with filtering Knowledge in Genesys Cloud.