Genesys Cloud - Main

Hi Nicole,

From my understanding, the built-in Disambiguation experience is tied to the standard Knowledge action. With Custom Knowledge Logic, I believe you would need to build the experience yourself.

We are currently working through a Digital Bot POC using Custom Knowledge Logic where we retrieve and display article answers in batches of five at a time, then allow the customer to continue through the remaining results. That flexibility is one of the advantages of Custom Knowledge Logic, although it does require additional bot logic compared to the standard Knowledge action.

I'd be interested to hear if anyone has found a way to reuse the native Disambiguation experience with Custom Knowledge Logic.

Hi Nicole,

My approach is a little different. I am currently building a POC using paging logic where I take Flow.searchResults, count how many articles were returned, and then display the results in batches of five articles at a time.

For example, if Flow.searchResults returns 18 matching articles, the customer is informed that 18 articles were found. I then display:

Article 1
[Title + Article Answer]

Article 2
[Title + Article Answer]

Article 3
[Title + Article Answer]

Article 4
[Title + Article Answer]

Article 5
[Title + Article Answer]

After each batch of five articles, I ask the customer whether any of the articles resolved their issue or whether they found what they were looking for. If not, the next five articles are displayed and the process repeats until all results have been shown. I am also looking at introducing a cap on the total number of articles displayed, but that part is still being worked through.

Initially, I tried retrieving and displaying the article title separately before the article answer. However, I ran into issues where the title extraction became unreliable once the result set grew larger, even though I was still only displaying five articles at a time. As a workaround, I ended up incorporating the title into the displayed article content itself.

The intention for this POC is to use it during after-hours support periods when live assistance is unavailable, allowing customers to work through relevant self-help knowledge articles before needing to wait for business hours.

I am also using the Knowledge Feedback action to send feedback back to Knowledge Optimizer, which appears to work almost immediately.

I'm interested to hear how others are handling title selection and presentation with Custom Knowledge Logic.

Hey, thanks Phaneendra.

That was exactly what I was looking for, although I am capping my list at 5. But I just tested and it worked exactly like I wanted it to.

Thanks!

Nicole

Hi Nicole,

My approach is a little different. I am currently building a POC using paging logic where I take Flow.searchResults, count how many articles were returned, and then display the results in batches of five articles at a time.

For example, if Flow.searchResults returns 18 matching articles, the customer is informed that 18 articles were found. I then display:

Article 1
[Title + Article Answer]

Article 2
[Title + Article Answer]

Article 3
[Title + Article Answer]

Article 4
[Title + Article Answer]

Article 5
[Title + Article Answer]

After each batch of five articles, I ask the customer whether any of the articles resolved their issue or whether they found what they were looking for. If not, the next five articles are displayed and the process repeats until all results have been shown. I am also looking at introducing a cap on the total number of articles displayed, but that part is still being worked through.

Initially, I tried retrieving and displaying the article title separately before the article answer. However, I ran into issues where the title extraction became unreliable once the result set grew larger, even though I was still only displaying five articles at a time. As a workaround, I ended up incorporating the title into the displayed article content itself.

The intention for this POC is to use it during after-hours support periods when live assistance is unavailable, allowing customers to work through relevant self-help knowledge articles before needing to wait for business hours.

I am also using the Knowledge Feedback action to send feedback back to Knowledge Optimizer, which appears to work almost immediately.

I'm interested to hear how others are handling title selection and presentation with Custom Knowledge Logic.