Genesys Cloud - Main

Hi team,

I'm working with large articles and tried using Content Search + Answer Highlight so that the Copilot can offer an article with the answer highlighted, but it isn't working.

Copilot offers the correct article but doesn't highlight the answer, making it difficult for the agent to find it in a large article. I think that maybe something is missing in my configuration. 

Would you happen to know how I can do it? 

Thank you!

Regards,

Luz

#ConversationalAI(Bots,AgentAssist,etc.)

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Maria de la Luz Estrada
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Hello Maria,

Are you sure that you have Answer highlights turned on? I'm not sure if the size of the article has any effect on this feature working but could you check if this is working on a smaller article?

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Jason Kleitz
Online Community Manager/Moderator
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