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  • 1.  Knowledge Optimizer

    Posted 09-29-2023 13:25

    Can anyone explain what makes an answered or unanswered query?

    We have the same words showing in both categories and I can't find anything that expains why.


    Daniel Cross
    Bright Horizons Family Solutions LLC

  • 2.  RE: Knowledge Optimizer

    Posted 10-02-2023 01:21

    This is pretty simple.  An Answered query is one were the answer as provided to a given question and an unanswered is where the AI was unable to answer the question.  Now, feedback may have a play in this as well.  I have not tested, but if the AI answers a query and you give a thumbs down, does the AI mart that as unanswered or answered?

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

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