Genesys Cloud - Main

If I manually search via the Knowledge Portal and do a similar manual search via agent assist when in an interaction, and both are pointing to the same knowledge base, why would I be getting different search results coming back?

This implies one or both are including additional criteria in their search parameters?

Any help, ideas or links to detailed explanations regarding how the search criteria works for both would be appreciated

#ConversationalAI(Bots,AgentAssist,etc.)

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Marcus Daley
OcciChose - France
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Marcus,

Both channels should be returning similar results, maybe not exact.  As for agent assist, for automated search, we have a relevance threshold that will only return articles above 50% relevance, this is there to reduce the amount of information being surfaced during a conversation.  The agent can still perform a manual search and depending on the knowledgebase, the search etc, may get articles of a lower relevance.

I would expect highly relevant articles to be surfaced on both channels, maybe just the lower relevant articles are different.  You can also test the knowledge article and see the relevance by following the knowledge article https://help.mypurecloud.com/articles/test-queries-in-a-knowledge-base-v2-article/

I hope that helps

Mike

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Mike Ray
Product Manager - Agent Assist
Mike.Ray@genesys.com
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