Hi Happy,
I think what you are asking for is a bit more towards something like a Microsoft CoPilot or ChatGPT generative AI Solution. You want to point to the knowledge base that will remain remain flexible and grow by just dropping new information into existing articles/documents or new articles/documents and then search the knowledge to generate a response. The Genesys Agent CoPilot can pinpoint in Workbench Articles where the important information is in a larger article, but the platform doesn't combine articles or generate a custom responses yet. Based on my assumption you would need to integrate to a genAI of solution to get this to work.
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Steve Alix
EDCi
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Original Message:
Sent: 08-19-2024 11:45
From: Happy Minocha
Subject: Knowledge Integration
Thank you Sam. I don't want to insert a link in existing articles to external Knowledge base. I want Genesys Agent assist to search the ingested Knowledge and clicking on one of search result shows the the knowledge inline with different style/types.
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Happy Minocha
Original Message:
Sent: 08-12-2024 07:34
From: Samuel Jillard
Subject: Knowledge Integration
Hey Happy,
The format has to match as per Format a knowledge base V2 question and answer article and Agent Assist is just checking the Knowledge base. You can add an URL in the knowledge article that can take you to an external site.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 08-09-2024 16:18
From: Happy Minocha
Subject: Knowledge Integration
https://developer.genesys.cloud/blog/2023-10-11-knowledge-connector-app/ explains how to connect existing Knowledge and convert it into Genesys Knowledge format. Knowledge I am trying to integrate is dynamic and wondering if there is a way to present different knowledge format than text/images through Agent Assist. On click of an article, I would like to open the article from the format not supported in the Genesys Knowledge
#API/Integrations
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Thanks,
Happy Minocha
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