Genesys Cloud - Main

Hi,

I have configured a bot flow with knowledge base , and i have some questions regarding the answer of the bot, i searched for similar topics but couldn't find any relevant.

So i have a KB with a few articles , i have configured a bot flow attached the KB and when I say the intent for the bot , the bot finds it well but gives back short answer like 3-4 words , as the bot flow answer is set to Generative, i know that it can be set to Standard , but that option will give back the whole article as it is.

My question is , is there any solution for this , so if the bot flow KB answer is set on Generative , it can give back a longer response , not just 3-4 words .

An example for this :

I ask : My card is expiring. When will I receive a new one?

Bot answer : you will receive within 90 days

The bot answer is correct , but if i want somehow to answer more about this topic , like how will receive it etc.

I know that what i want somehow goes under another question , i just want to be sure if there is any other way to set it up.

Also i was thinking maybe the standard one is the best option and creating multiple articles then the bot will respond on each with full answer ?

Thank you!

Sandor

Hello Sandor,

It sounds like you would need to use the Generative option though I'm not sure why your bot flow would send an exact copy of the article from your knowledge base. You may want to revisit the setup that you have and reaching out to Product Support to help troubleshoot this issue.