Genesys Cloud - Main

Hi everyone,
My team and I are configuring an AVA agent that retrieves information through a knowledge fabric. The client doesn't like the fact that when they ask the same question, they get different answers. With other tools, we would have adjusted the temperature to reduce response reprocessing. How can we achieve the same result?

Hello Giuseppe, 

Some variation in responses is expected when using Knowledge Fabric, since it relies on generative AI and responses aren't fully deterministic.

While there isn't currently a setting to make responses identical every time, you can improve consistency by adjusting a few configuration options:

• Set the Response Bias in Architect (Intents, Neutral, or Knowledge) based on how you want responses to be prioritized.

• Disable Search with context if you want each question to be answered independently instead of using previous conversation history.

• Keep your knowledge articles clear, well-structured, and free of conflicting information.

• Test using the same channel (voice or digital) that you'll use in production, as responses can vary between channels by design.

These options can help reduce variability, but some differences in wording or phrasing are expected whenever generative AI is generating responses.

Hope this helps!

Cheers,