In this video Brian talks about Automatic Knowledge Surfacing for Agent Assist. 

Agents can now use automatic knowledge surfacing in the Genesys Agent Assist panel on the CX and CX digital agent workspaces. Automatic knowledge surfacing offers agents knowledge articles in real time based on a customer’s responses. Agents can browse the suggested articles and then click to copy them into the interaction. For more information, see Surface knowledge automatically with the Genesys Agent Assist and About Genesys Agent Assist. 

Release Notes: https://help.mypurecloud.com/releasenote/february-8-2023/

#TAMStudios #DX #FeatureReview 

Presenter: @Brian Feeney 

#ConversationalAI(Bots,AgentAssist,etc.)