Genesys Cloud - Main

Quick question about Genesys Cloud Copilot.

Is there any functionality that highlights the exact part of a Knowledge article based on what was discussed during the interaction, or does Copilot only return the relevant article for the agent to review?

Thanks in advance!

Yes, this capability is available through Answer Highlights.

Instead of only returning the relevant Knowledge article, Copilot can highlight the specific answer or passage within the article that best matches the customer's question based on the conversation context. This helps agents quickly identify the most relevant information without reading the entire article.

If Answer Generation is enabled, Copilot can also generate a response using the relevant Knowledge content. Otherwise, with Articles Only, it simply returns the matching articles.

Thank you for your response.