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In this video, Guru discusses new feature "Genesys Agent Assist knowledge article feedback"
Agents can now provide detailed feedback for the knowledge articles that Genesys Agent Assist presents to them. Based on the improved agent feedback, administrators can gain valuable insights into potential gaps in the knowledge base and better resolve issues related to customer and agent queries.
Release notes: https://help.mypurecloud.com/releasenote/march-11-2024/
Presenter: @Guru Prasadh Jeevan Rao
#TAMStudios #FeatureReviews #AgentAssist
00:06:24
In the demonstration, I notice the comment icon still displayed even once you actioned the feedback by changing the phrasing. Is there a way to mark this comment as resolved so that it doesn't display next time? My concern is that after a period of time, these comment icons would be irrelevant if each/many articles have had at least one comment.Additionally, is there a way to serve up these articles with feedback that needs actioning? Thanks!