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  • 1.  Difference between knowledge from Digital bot flow compared to Knowledge App in Web Messaging

    Posted 09-01-2024 17:33

    Hoping someone can give us some advice/guidance on why we're getting a difference in the knowledge base articles surfaced in web messaging with a Digital Bot Flow, compared to the articles surfaced by the same search in the Knowledge App.

    E.g.  The Knowledge App "Search for a topic" is returning 3 relevant article and it looks like these articles are based on the phrases for the article.  This is what we would expect.

    For the same search, our Digital Bot Flow "Send a message" is returning 5 articles and it looks like these articles are based on key words in the heading of the article and not based on phrases at all.  Some of these articles are not at all relevant to the search.

    We have the same variations turned on for both touchpoints.

    We would like the Digital Bot Flow to recognise and respond to the phrases within the articles - any ideas on how we can do this?


    #Unsure/Other

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    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
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  • 2.  RE: Difference between knowledge from Digital bot flow compared to Knowledge App in Web Messaging

    GENESYS
    Posted 09-02-2024 11:33

    Hi Lee,

    I am not sure why its different, can you confirm what you mean by Knowledge App?

    In the meantime, hopefully someone in the community might be able to answer you better, but I will look into it.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Difference between knowledge from Digital bot flow compared to Knowledge App in Web Messaging

    Posted 09-04-2024 15:22

    Hi Sam,

    What I mean by "Knowledge app" is the Knowledge app for Messenger: A self-service outlet that, paired with the Messenger Homescreen, enables customers to navigate between a bot or agent conversation and your public knowledge base (as per the Resource Center).
    My understanding is this is the part of Web Messenger that has the functionality behind the "Search for a topic" part in Web Messenger.

    When I click on "Search for a topic" and put the search in that I used as an example above, I get back 3 relevant articles.
    When I put the same search text into "Send a message" (i.e. the digital bot flow), I'm getting back 5 articles of which 2 are not relevant.

    Any help will be much appreciated :-)



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    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------



  • 4.  RE: Difference between knowledge from Digital bot flow compared to Knowledge App in Web Messaging

    GENESYS
    Posted 09-09-2024 12:10

    Hi Lee,

    I see, that's clarified it for me.  Let me have a look into this and see what I can find.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 5.  RE: Difference between knowledge from Digital bot flow compared to Knowledge App in Web Messaging
    Best Answer

    GENESYS
    Posted 09-10-2024 12:28

    Hi Lee,

    From what I can tell it is pulling the information from the same knowledge workbench.  The only configuration I can see is Maximum Number of Answers Returned field in the bot flow configuration.  If it is set to have a minimum answers as five, it might pull the three relevant answers and two more that don't make as much sense if it cant match any other articles.

    If the configuration isn't set like this and its pulling unrelated articles, I would raise a case with care to investigate why its pulling those articles



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



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