Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Configuring confidence score for Knowledge Articles

    Posted 03-25-2025 04:12
    No replies, thread closed.

    Hi everyone,


    Is there an option available for configuring the confidence threshold for knowledge articles that are used in our Virtual Agent, Agent Copilot, or any bot implementation. Is there a way to adjust this setting to fine-tune how the bot selects and uses content (surfaces the article) from our knowledge base?

    Any insights or documentation pointers would be greatly appreciated. Thanks in advance!


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Ramsha Shaikh
    Telecom/AI Engineer
    Newfold Digital
    ------------------------------


  • 2.  RE: Configuring confidence score for Knowledge Articles
    Best Answer

    Posted 03-25-2025 14:46
    No replies, thread closed.

    Hello Ramsha,

    Unfortunately we don't have a way to configure that threshold to my knowledge. I did find this Idea in the Product Ideas Lab that you may want to vote on.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Configuring confidence score for Knowledge Articles

    Posted 03-28-2025 11:26
    No replies, thread closed.

    Hi Jason,

    Appreciate the information, thank you !



    ------------------------------
    Ramsha Shaikh
    Telecom/AI Engineer
    Newfold Digital
    ------------------------------

    Original Message


Related Content