We are researching how configurable answer generation for Knowledge Fabric could work in the product, and we would love input from the community.
We are especially interested in the real-world use cases where you would want to tailor generated answers, such as:
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Length - when do you need short vs. detailed responses?
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Tone - should answers be formal, conversational, empathetic, instructional, or something else?
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Style/format - do you need bullets, step-by-step guidance, email-ready responses, executive summaries, or other structured outputs?
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Audience - are the answers intended for admins, agents, supervisors, end customers, or internal teams?
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Channel/context - would this be most valuable in Agent Copilot, Virtual Agent, customer self-service, internal knowledge search, or elsewhere?
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Guardrails - what controls would you want to make sure responses stay accurate, compliant, and on-brand?
We are also interested in how you would expect to provide and manage these configurations in the product. For example:
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Should this be set through simple presets, editable instructions, dropdown options, or more advanced policies?
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Would you want configuration at the global level, within AVAs, by knowledge configuration, in AI Studio, etc.?
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Would previewing and testing responses before publishing be important?
A few questions that would help us as we evaluate this idea:
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What specific scenarios or workflows would benefit most from configurable answers?
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What kinds of answer controls would be most important for your team?
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How would you expect to set up and maintain those controls in the product?
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Would you want these settings applied globally, by knowledge source, by assistant/bot, or per use case?
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Are there examples of answers today that are technically correct but not in the right format, tone, or level of detail?
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Are there any industry, compliance, branding, or localization requirements we should consider?
If you have examples of prompts, responses, or customer interactions that illustrate the need, please share those in the comments below!
We also have an Aha! idea on it too: https://genesyscloud.ideas.aha.io/ideas/SSAKF-I-323
#AIConfiguration
#AICopilot(Agent,Supervisor,Admin)
#ConversationalAI(Bots,VirtualAgent,etc.)
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Prateek Garg
Staff Product Manager, Knowledge Fabric
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