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  • 1.  Copilot in message interactions

    Posted 10-20-2025 09:24
    No replies, thread closed.

    We have implemented Copilot in our clients, but in messaging interactions, it's common for customers to send fragmented messages like: 'hi', 'I need help', 'I made a purchase'. But the Copilot doesn't understand context very well with messages like this; it updates with each new customer message and often provides an article that is not in context with what the customer is stating.

    Are there any tips to improve the suggestions in this scenario?


    #AICopilot(Agent,SupervisorAdmin)

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    Debora Lopes
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  • 2.  RE: Copilot in message interactions
    Best Answer

    Posted 10-20-2025 12:06
    No replies, thread closed.

    Hello Debora,

    That's a good question, I am sure the community will be able to help with this.  

    Have you reviewed the Resource Center article: Best practices to build and test your natural language understanding

    It has some useful tips 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Copilot in message interactions

    Posted 10-20-2025 16:18
    No replies, thread closed.

    Hi Samuel,

    Yes, we've been following these best pratices, but when customer send fragmented messages, copilot cannot understand the hole context and constantly agents receives non related articles.

    It would be nice if it had the 'memory' feature like others tools do.



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    Debora Lopes
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    Original Message


  • 4.  RE: Copilot in message interactions

    Posted 10-22-2025 08:28
    No replies, thread closed.

    I agree, with short messages Copilot loses context and suggests unrelated articles. Hopefully this will improve in the future.



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    Luiz Rosa
    Full stack developer
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    Original Message


  • 5.  RE: Copilot in message interactions

    Posted 10-22-2025 09:18
    No replies, thread closed.

    I've noticed the same behavior with fragmented messages. It's challenging when customers naturally communicate in multiple short bursts and Copilot tries to respond to each one individually rather than waiting for the complete context.



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    Gabriel Garcia
    NA
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