Yes, this is done when you go to edit an existing article. To navigate here go to the Knowledge area on the left and then Articles followed by selecting an existing article. Once on the editing page you will see phrasing toward the top.
Clicking this will expand to show existing phrases associated with this entry in the knowledge base. You can choose to add new phrases or delete existing ones. When adding new phrases, you also have the option to have it appear as an autocomplete result or not. This means that if a user starts to type out a question, do you want this new phrasing to appear as something they can select to autocomplete or not.
On the topic of phrasing, keep in mind that Genesys DX employs natural language processing (NLP). So you shouldn't have to try and factor in possible typos or really even all variant ways to ask a question as many will be automatically filtered to an existing knowledge inquiry if relevant.
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Anthony Romero
Genesys - Employees
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Original Message:
Sent: 04-07-2022 12:03
From: James Cockbill
Subject: FAQ: Can you manually add phrasings to the same article?
Is it possible to manually add different question phrasing for the same article in the knowledge base, without having to wait for a user to ask it a different way first?
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James Cockbill
Genesys - Employees
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