Genesys Cloud - Main

Hi Community,  

Does anyone know if there is a way to exclude Intents that are configured within bots from knowledge articles?

For example, we have goodbye as an intent within the digital bot flow, however whenever someone says "goodbye", it gets added to the unanswered queries within Knowledge. So now we have 63% of our queries being unanswered with our top unanswered queries in knowledge V2 being "Goodbye" and "hi".

We tried creating a goodbye article and set the intent to show the article but that still counts toward the unanswered queries. 

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Tony Nguyen
Smartgroup
------------------------------

Hi Tony,

Unfortunately there's no way to exclude intents within knowledge articles.

We consider phrases like "Goodbye" & "Hi" as "chitchat", we are working on automatically removing "chitchat" from Knowledge Optimizer.

Nicola

------------------------------
Nicola Conlon
Product Manager
Genesys - Employees
------------------------------