Genesys Cloud - Main

I am testing out this new capability made available on Dec 02. I have created a large article of 17K characters. In testing when a question is asked it  does not retrieve relevant data from the knowledge-based article and generate contextual, accurate, and dynamic responses.  It basically pulls the first portion of the article verbatim; it also never seems to scan the document beyond the first couple of thousand characters.

#ConversationalAI(Bots,AgentAssist,etc.)
#Implementation
#Roadmap/NewFeatures
#Unsure/Other

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Martin Bunting
i3Vision Technologies Inc.SC
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Hey Martin,

Are you seeing the same issue with smaller articles? I'm not sure if there is a limit to article size but that is my first guess.

https://help.mypurecloud.com/articles/add-question-and-answer-articles-to-a-knowledge-base-v2/

Let me know if you have any better luck with a smaller article.

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Jason Kleitz
Online Community Manager/Moderator
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My document is smaller than the allowed; it is only 4000 words, whereas the limit is 20000.  I will make my document smaller and retest, but I have others experience the same results as myself. 

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Martin Bunting
i3Vision Technologies Inc.SC
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Original Message:
Sent: 01-07-2025 16:20
From: Jason Kleitz
Subject: Generative knowledge article answers with Genesys Virtual Agent (New Release Dec 02, 2024)

Hey Martin,

Are you seeing the same issue with smaller articles? I'm not sure if there is a limit to article size but that is my first guess.

https://help.mypurecloud.com/articles/add-question-and-answer-articles-to-a-knowledge-base-v2/

Let me know if you have any better luck with a smaller article.

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Jason Kleitz
Online Community Manager/Moderator
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