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The knowledge team is happy to open applications for Beta for the first phase of Knowledge variations - Variations for touchpoints. If you have wondered how to personalise your knowledge content for different touchpoints like Bots, Agent Assist, Support Center, Knowledge app for Messenger; this Beta is for you.
Apply for Beta here. Note that Beta starts in the second half of April '23.
We are currently looking for organizations that meet the following criteria to participate in this Beta:* Existing customer or partner of Genesys Cloud (Not an internal org)* Currently using Knowledge workbench* Currently using or intending to use knowledge for multiple touchpoints (Agent assist, Bots, Knowledge portal (Support center), Knowledge app for Messenger) * Need to adapt knowledge experience based on touchpoint
Upon completion of the selection of beta testers, we will reach out to you confirming the feature enablement for you organization in April '23.
Hello! The following is a recorded webinar that contains a demonstration of the feature along with next steps and a view into what's ahead. Those who missed the live webinar, please be sure to watch the recording. For others, if you're interested in participating in this Beta, be sure to register your interest. Questions welcome!Click here to watch recording.
Hi, How do we switch on the feature? is it automatic from the Genesys side? Or do we need to apply something Org side please?
Hi Matt, I have reached out on mail on this specific topic. Let me know if the time slot of 9-9:30AM UK time works for you.
We are currently a Genesys PureConnect customer that is investigating migrating onto Genesys Cloud CX and we just recently started looking at Knowledge in our GC Org.
Do you know if the Knowledge variation feature will consider a voice bot vs. digital bot scenario as a touch point? For example, if we want only a couple of text based sentences for a voice bot article/response, but want more rich content for a digital bot channel, will that be possible? For the previous example on the digital bot, we may want to include a screen shot, image or video. In this scenario, the voice bot specifically would not need that rich content.
Thank you! The variation ability is exciting.
Yes Shane, this would work. The Variation for the Genesys Dialog Engine Bot Flow would show for voicebots and the Genesys Dialog Engine Digital Bot Flow for chatbots on any messaging channel. I have done this to have a single sentence with no rich content for voice and a richer one for Web Messging and WhatsApp.
I hope you are well, I had a suggestion on what I think could be a good feature for this product. Please see below:
Agent Assist Touchpoint
Sometimes we get customers asking "how can we present guides to the agents" I think we could use knowledge for this but the risk here would be when this article is shown to an agent they click the "copy to chat function" and send this information to the customer. It would be great if you could select the agent assist option on the article and disable the "send to customer option"
This will be great to provide step by step process for the certain task at hand.
I think this is where RPA may also come in and from conversation with Knowledge teams I think there are some additional variations to consider.
Agent Assist Voice versus digital or even Email/Messaging/Voice as the content will vary dependent upon channel but the trigger will be the same.
Another that we've seen is using Support Centre to provide a more detailed explanation to an agent and even used as a learning tool. The challenge here is if you want to use Support Centre for customer facing scenarios where the data would differ.
Thank you for raising this. If I can rephrase it, is it right to say that you looking for more granularity within the variations? For example, touchpoint + channel (voice, email, sms, instagram.) and touchpoint + user (Support center + Agent or Support center + customer)?It is an interesting use case that we wanted to consider in phase 3 (Phase 1 is the current beta, phase 2 is the variations + GPE segments, phase 3 is channels). I will create an idea on this and keep you posted as well.
Exactly. And as you mentioned down to the channel is important as we have different capabilities on Web Messaging than on say WhatsApp with content that we can send.
Great idea! Thank you so much for the screenshots and the examples. I will be creating an idea and following this up with Sean Rooney, my PM peer from Agent assist. We will keep you posted on progress.I have one question for you - In your example, did you mean to have sections? For example, first part of the article the shows the steps is ok for 'Copy to chat' but the second part that starts with 'Contact the customer...' does not have the 'copy to chat' part.
That is correct, the overall idea would be to start creating processes for agents to follow & to ensure these "Processes" can't be copied to the chat.(Remain Agent Facing Only)
Many have replied, but here are my 2 cents:
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