Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Knowledge Optimizer

    Posted 05-16-2024 11:37

    I have 4 digital bots sharing the same knowledge base. All 4 bots have intent utterances built in for "live chat", "agent", "representative", etc to allow the customer to escalate to an agent when those intents are triggered. I have checked all 4 bot intents to ensure they include the same utterances.

    I continue to see these utterances repeated on the Knowledge Optimizer but can't find why. I have checked the utterance history under the individual digital bot flows and the Outcome appears correct. Is there a way to View Interactions from the Knowledge Optimizer so I can research the interactions that failed to match on the intent?




    Nicole VanWie
    State of Arizona - City of Mesa

  • 2.  RE: Knowledge Optimizer

    Posted 05-20-2024 19:12

    If you are not using the External Tag, you could set that each time there is a no match or no intent reached.  Just set it to "No Utterance" or something and the use the filter in Interactions for that tag. 

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources