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  • 1.  Let's talk about Agent Copilot

    Posted 4 hours ago

    Hello!

    Recently, I've worked on two Agent Copilot projects. Even that customer have total different business area, I found the same problem. Both are trying to map every possible scenario that an agent can face during the day and create a full, detailed article for this situation.

    The result is the worst possible. We have huge text and a great number of articles talking about very similar topics. 

    After working in the knowledge base, reorganizing the file content, reducing the file size, and working with more common topics of operation, we can see a good result, with more precise intents and clear usage for agents.

    I'm curious to know how you fellas are working with Copilot around the world. For you, the best way is to create a Knowledge base with a step-by-step article or short articles for agent and customer tips and recommendations?

    If possible, share your experience with us.


    #AICopilot(Agent,Supervisor,Admin)

    ------------------------------
    Arthur Pereira Reinoldes
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  • 2.  RE: Let's talk about Agent Copilot

    Posted 35 minutes ago

    Hi Arthur,

    I've seen exactly the same pattern in multiple Genesys Cloud Agent Copilot projects.

    Many teams initially try to build:

    • one article per scenario
    • extremely detailed procedures
    • highly specific edge-case documentation

    And usually the result is:

    • duplicated content
    • overlapping intents
    • noisy recommendations
    • lower Copilot precision

    In practice, the best results I've seen come from a different approach:

    What tends to work better

    1. Smaller and focused articles

    Instead of:

    • "Complete process for billing issue type A/B/C/D"

    Prefer:

    • "How to validate customer identity"
    • "How to resend invoice"
    • "Payment negotiation rules"
    • "Escalation criteria"

    Shorter articles improve:

    • retrieval quality
    • intent matching
    • recommendation confidence

    2. Modular knowledge

    A modular KB performs much better than giant end-to-end guides.

    Copilot is usually better at:

    • combining smaller contextual pieces
      than navigating a huge procedural document.

    3. Reduce article overlap

    One of the biggest issues is having:

    • 10 articles
    • with 80% similar content

    This confuses retrieval and weakens relevance scoring.

    4. Optimize for retrieval, not human reading

    This is a mindset shift many projects miss.

    Traditional KBs are often written like training manuals.
    Copilot KBs should be optimized for:

    • semantic retrieval
    • quick grounding
    • contextual recommendations

    Not necessarily for full human reading flow.

    What has worked best for me

    The best performing environments usually have:

    • concise articles
    • standardized structure
    • reusable procedures
    • clear titles
    • minimal duplication
    • separated business rules vs process flow

    Large "master documents" tend to perform worse unless they are heavily segmented.

    One important point

    A very common mistake is trying to map every possible scenario before go-live.

    Usually:

    • starting with top intents/use cases
    • then iterating based on real conversations

    produces much better adoption and accuracy.

    Your conclusion aligns very closely with what I've seen in production environments as well.



    ------------------------------
    Gabriel Garcia
    NA
    ------------------------------

    Original Message


  • 3.  RE: Let's talk about Agent Copilot

    Posted 18 minutes ago

    in my experience, trying to map every possible scenario usually backfires. It creates a very heavy knowledge base, with duplicated or very similar content, which makes it harder for Copilot to retrieve the right answer.

    What has worked better for me is:

    Focusing on broader, well-structured topics instead of edge-case scenarios
    Keeping articles shorter and more objective
    Using clear headings and consistent structure so Copilot can extract the right pieces of information

    I also see better results when the content is written more as guidance (what the agent should do and why), instead of long step-by-step procedures for every variation.

    Another key point is avoiding duplication - if multiple articles say almost the same thing, Copilot tends to lose precision.

    So overall, I'd definitely lean toward shorter, cleaner, and more generic articles, supported by good organization, rather than highly detailed scenario-based documentation.



    ------------------------------
    David Betoni
    Principal PS Consultant
    ------------------------------

    Original Message


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