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  • 1.  Load more items - copilot (knowledge workbench V2)

    Posted 01-24-2025 13:16
    Hello,
     
    We are using Knowledge Workbanch V2 throughout the base, we have already extended the use to Copilot, however, we have received questions about the limitation of showing only 10 pieces of information at a time.
    Customers are asking us if there is a possibility to show how in every search engine or native to Genesys itself, views like 1 out of 200 (so that the agent understands that he has more information options to browse and consult), I leave the example screen below... this can even be decisive for Copilot's permanence in the customer.


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    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
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  • 2.  RE: Load more items - copilot (knowledge workbench V2)

    Posted 01-29-2025 10:43

    help me, please...

    #Copilot #GenesysCloudCXBrasil #CSM #NewFeatures



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    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
    ------------------------------



  • 3.  RE: Load more items - copilot (knowledge workbench V2)

    Posted 01-29-2025 20:47

    hey @Rita Henllembart - I don't know the answer but am finding it! I will respond back to this thread ASAP, thanks for your patience. 



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    Allison Castelot
    Product Marketing Director
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    Original Message


  • 4.  RE: Load more items - copilot (knowledge workbench V2)

    Posted 01-29-2025 20:56

    While I admit that the limitation is very artificial, I question the viability of offering hundreds of answers to a question.  I would not expect my agents to pile through pages of answers to find the best one when you are using AI to do that.  What is the AI for if not to suggest the top 10 best answers to give a customer and if they are not, then you really need to look at cleaning up your knowledge.  Shelf.io does a great job at content management of large sets of knowledge and to offer suggestions for reduction of duplication and nonsensical information  

    Why do you want agents to go through the entire stack of articles while they are on a call?  Have you looked at deploying the Knowledge Portal for them so they can search to their heart's content?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Load more items - copilot (knowledge workbench V2)

    Posted 01-30-2025 09:48

    Hi Rita, 

    As per Roberts points, for Agent Copilot our goal is to get the right article to the agent at the right time. This is always our aim. Suggesting 10's of articles to agents is counter to this. 



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    Sean Rooney
    Director of Product, Agent Copilot
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  • 6.  RE: Load more items - copilot (knowledge workbench V2)

    Posted 01-31-2025 08:50

    Hello everyone, 

    I thank everyone for the answers... I just want to make it clear that I do indeed use artificial intelligence to optimize and deliver the best, however, I have some clients with limiting thoughts and with very different business strategies, in my request it would be to an accounting firm, they sell content and so it would be interesting to have a view of the number of finds.

    I have already put the content site yes, and this stage is over... But we are bumping into the issue of seeing quantity, precisely because of the sale of content.

    But it is understood, I will reinforce with them what I had already informed, about the logic of an AI.

    Thank you for everyone's support
    Hugs

    #Copilot #GenesysCloudCXBrasil #CSM #NewFeatures #CX



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    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
    ------------------------------

    Original Message


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