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

    Posted 2 hours 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 an hour 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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    Original Message


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

    Posted 36 minutes 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 an hour 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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    Original Message


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

    Posted 35 minutes 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 an hour ago

    Awesome idea. Voted!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


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

    Posted 34 minutes 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 44 minutes 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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    Original Message


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

    Posted 34 minutes 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


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