Hi all - does anyone have experience with AI Insights in their organization?
I conducted a test call to check the AI Scoring for a particular call type.
Note: for this test call, incorrect information was deliberately provided.
In addition, we were not using the knowledge articles for this test. (I'm not sure if or how they are connected)
The Evaluation was scored as expected (satisfied our prompts are informing the AI Scoring). However, I noticed under the Resolution Section of AI Insights that it stated "the agent provided the correct" information and stated the Resolution Status as Resolved.
How does Genesys AI Insights determine resolution status? Does it mark any Q&A as resolved regardless of accuracy? Should we use knowledge articles to help it assess factual correctness?
How can we improve the Insights provided by AI Insights?
Any tips on optimizing AI Insights and AI Scoring would be appreciated.
#SupervisorCopilot(AIInsights)------------------------------
Melissa Callender
Senior Operations Specialist
Ontario Teachers Pension Plan
------------------------------