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🚨 How can I replicate the AI Knowledge Base response behavior from Digital Bot flows via API - including article videos?

  • 1.  🚨 How can I replicate the AI Knowledge Base response behavior from Digital Bot flows via API - including article videos?

    Posted yesterday

    Hi everyone,

    Which API should I use to perform the same AI-powered knowledge base search and response process used by the Digital Bot flow?

    Currently, I'm using the "Wait for Input" block, but I need the article videos to be sent together with the AI-generated response. The issue is that when the article summary is generated by Genesys, the videos associated with the article are not included in the response.

    Because of that, I started thinking about alternative solutions. One idea was to use an API to search and generate the response based on the article, retrieve the articleId, and then use a switch block to check whether the article(s) used in the response contain videos. If so, I could send the API response together with the videos through a Communicate block.

    However, I'm not able to find the API responsible for generating the AI response itself.

    Does anyone know which API should be used in this scenario? Or maybe another better approach for solving this?

    Thanks a lot! :)


    #Architect

    ------------------------------
    Giovanna Rebizzi
    Desenvolvedora
    ------------------------------


  • 2.  RE: 🚨 How can I replicate the AI Knowledge Base response behavior from Digital Bot flows via API - including article videos?

    Posted 38 minutes ago
    Edited by Luiz Rosa 20 minutes ago

    Hi Giovanna Rebizzi, 

    I went through something similar some time ago.

    Your idea of using APIs makes sense, especially when you need more control or want to avoid relying only on the native blocks.

    In my case, I ended up handling it inside Architect as well. At that time, this specific AI-generated response seemed to be tied to the native flow capability rather than exposed as a standalone public API.

    What worked better for me was using Custom Knowledge Handling with the knowledge results to identify the article, and then handling the article display or the video message separately when needed.

    If it makes sense for your case, this approach may be worth trying.

    Example:

    Hope this helps.



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


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