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What If Genesys Knowledge Could Show, Not Just Tell?

  • 1.  What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago
    Many support journeys rely heavily on written instructions and external links.
    Embedded video inside knowledge and chat could make guidance clearer, faster to understand, and easier for users to follow.
    Currently Genesys only support embedding of YouTube or Vimeo video content. We are using this [Synthesia: #1 AI Video Platform for Business] but can't get the tech fix to embed! Very frustrating. 
    If this would improve self-service in your organisation, please vote for idea SSAKM-I-273 in the Genesys Ideas Portal. [Adding videos to articles using Synthesia | Genesys Cloud Ideas Portal]

    #ConversationalAI(Bots,VirtualAgent,etc.)

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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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  • 2.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Hello, @Rebecca Jenkins.

    Voted. It would be better if we could upload videos directly to articles. Some customers prefer not to use videos because they don't want to upload to other platforms.



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    Arthur Pereira Reinoldes
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  • 3.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Thanks so much for voting, Arthur - really appreciated! 😊

    Great point as well. Direct upload or broader embed options would make a big difference for a lot of organisations.

    If anyone else here is using Genesys too, it would be great to add your vote and use case as well 🙌



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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


  • 4.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Hi Rebecca,

    Supported and voted.

    I can definitely see this benefiting self-service experiences and knowledge delivery, especially for guided troubleshooting and instructional journeys where video content can make steps much easier to understand and follow.



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    Phaneendra
    Technical Solutions Consultant
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  • 5.  RE: What If Genesys Knowledge Could Show, Not Just Tell?
    Best Answer

    Posted 20 days ago

    Hi Phaneendra, thank you so much - really appreciate you taking the time to vote 😊

    That's exactly it. For guided troubleshooting and step-by-step journeys, video can make things so much clearer for customers compared to long text articles.

    Appreciate you calling that out - real use cases like this really help strengthen the case.



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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


  • 6.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Awesome idea. Voted!



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    Cameron
    Online Community Manager/Moderator
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  • 7.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Hi Cameron, thank you so much - really appreciate the vote! 😊

    Great to see this resonating from a community perspective as well. It's one of those small changes that could make a big difference to how teams deliver support content in Genesys.



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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


  • 8.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Voted! 

    Having more video provider options, or even the ability to upload videos directly into knowledge articles, would really help make guidance clearer, faster to consume, and easier for users to follow.



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    Elisson Fernandes
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  • 9.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 20 days ago

    Hi Elisson, thank you so much - really appreciate you taking the time to vote 😊

    You've captured it perfectly. That flexibility - both in providers and the ability to upload directly - would make such a difference to how clearly and quickly users can understand guidance.

    Appreciate you adding that, it really helps strengthen the case.



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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


  • 10.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 19 days ago

    Completely agree with this idea, Rebecca.

    We have also seen scenarios where short embedded videos significantly improve self-service adoption, especially for step-by-step operational guidance, onboarding flows, troubleshooting, and digital support journeys.

    Limiting embeds only to YouTube/Vimeo becomes restrictive for enterprise environments that use platforms like Synthesia for controlled/internal AI-generated content.

    I voted for the idea as well. Expanding native video embedding support would add a lot of value to Knowledge, bots, Copilot, and digital engagement experiences overall.



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    Gabriel Garcia
    NA
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  • 11.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 17 days ago

    Thanks so much, Gabriel - really appreciate the vote and detailed input 😊

    You've summed it up perfectly. Those guided journeys - onboarding, troubleshooting, digital support - are exactly where video proves its value.

    And the enterprise angle is spot on too. More flexibility around video providers would make this far more usable at scale.

    If anyone else here is working on similar use cases, it would be great to add your vote and perspective as well 🙌



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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


  • 12.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 18 days ago

    Just voted.



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    Karim Abdellatif
    Senior Customer Success Manager
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  • 13.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 17 days ago
    Hi Karim, thank you - really appreciate the support! 😊


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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


  • 14.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 17 days ago

    Great idea, voted!



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    BR,
    Uzay
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  • 15.  RE: What If Genesys Knowledge Could Show, Not Just Tell?

    Posted 17 days ago
    Hi Uzay, thank you - really appreciate the support! 😊


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    [Rebecca] [Jenkins]
    [Customer Change Agent][UK]
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    Original Message


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