Genesys Cloud - Main

In this video, @Shigeki Sahashi discusses a new feature "Set post-call actions for voice calls using public APIs"

Administrators can now connect knowledge configurations to Agent Copilot so that agents receive conversational, context-aware AI-generated answers from knowledge sources. This connection helps to improve the accuracy and relevance of knowledge that appears during customer interactions, including content from external repositories connected via fabric connectors. With this enhancement, administrators select knowledge base configurations during Agent Copilot configuration, which helps agents find the right information more quickly.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/january-26-2026/

#TAMStudios #FeatureReview #API