Genesys Cloud - Main

Hello, 

We are currently in the process of introducing Agent Copilot to our center and had a question about feedback the agents can provide with articles that populate based off what the customer conversation. 

In the old Agent Assist, the thumbs up/thumbs down feedback provided assisted with adjusting the confidence rating of the article that populated, as shown below:

Will Agent Copilot also adjust the confidence ratings for the articles, based off the agent feedback provided? 

I wasn't sure if this feature was changed and I am unable to find anything that references if the thumbs up/thumbs down feedback provided within Agent Copilot acts the same.

I appreciate any help with this!

Hi Caleb,

As far as I am aware, yes it works the same and learns from the feedback provided.

Hello, 

We are currently in the process of introducing Agent Copilot to our center and had a question about feedback the agents can provide with articles that populate based off what the customer conversation. 

In the old Agent Assist, the thumbs up/thumbs down feedback provided assisted with adjusting the confidence rating of the article that populated, as shown below:

Will Agent Copilot also adjust the confidence ratings for the articles, based off the agent feedback provided? 

I wasn't sure if this feature was changed and I am unable to find anything that references if the thumbs up/thumbs down feedback provided within Agent Copilot acts the same.

I appreciate any help with this!