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  • 1.  Digital Bot Knowledge Answer Highlight Flow Progression

    Posted 5 days ago

    Hello,

    Not finding what I am looking for on the forum, hopefully you all can help!

    I have been testing out some Virtual Agent AI features in a Digital Bot Flow. When using Answer Highlight on Knowledge Base Answer surfacing, the bot returns a " ? " when I do not select either the Full Article Label(View Full Article) or Flow Progression Label (Continue) after the highlighted answer is surfaced. Is there a way to turn off Flow Progression so that the chat is automatically put back into the flow? I tried modifying the label to nothing but when you save it auto fills back with "Continue".

    Alternately, where can I edit the " ? " response the bot provides?


    #Architect
    #WebMessaging

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    Nicole VanWie
    UC Engineer
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  • 2.  RE: Digital Bot Knowledge Answer Highlight Flow Progression

    Posted 3 hours ago

    Bumping to see if anybody else is using the AI highlight feature in Digital Bot Flows when surfacing knowledge?

    I opened a ticket to support to see if there was a way to suppress the "?" response the bot gives if the customer doesn't select either the Full Article or Flow Progression buttons. Support stated there is no way to suppress or edit the ? response currently. In my opinion the response will be taken as passive aggressive/unprofessional by my customers. And they also stated there is no way to use the AI highlight feature in a custom Knowledge setup.

    Curious how others are using/editing this and what their experience has been.



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    Nicole VanWie
    UC Engineer
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  • 3.  RE: Digital Bot Knowledge Answer Highlight Flow Progression

    Posted 2 hours ago

    Hi Nicole,
    I tried to reproduce this in my lab and also reviewed the Genesys documentation.
    The main places I would check are the Digital Bot Flow User Input settings and the Wait for Input action, since those are the documented areas for No Match / No Input handling, retries, and knowledge search behavior.
    I could not find official documentation that explicitly shows where the "?" response is configured, or documentation confirming that the Flow Progression option can be disabled in this specific Answer Highlight scenario.


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    Att,
    Breno Canyggia Ferreira Marreco
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