Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao talks about the advanced knowledge handling in bot flows.

Administrators can now configure bot flows to handle knowledge article responses manually before the articles appear to users. This update gives advanced bot builders access to the top article results, including confidence scores and article IDs, through a new flow variable. A new setting in the Ask for Intent block lets administrators choose where to store the new variable for further processing in the flow.

Read more:

• Control knowledge behavior in your voice or digital bot flow
• Add knowledge to your bot flow
• Ask for Intent action
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/april-14-2025/

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#TAMStudios #FeatureReview #Bots #Knowledge