Genesys Cloud - Main

Hi everyone,

Is there an option available for configuring the confidence threshold for knowledge articles that are used in our Virtual Agent, Agent Copilot, or any bot implementation. Is there a way to adjust this setting to fine-tune how the bot selects and uses content (surfaces the article) from our knowledge base?

Any insights or documentation pointers would be greatly appreciated. Thanks in advance!

Hello Ramsha,

Unfortunately we don't have a way to configure that threshold to my knowledge. I did find this Idea in the Product Ideas Lab that you may want to vote on.

Hi everyone,

Is there an option available for configuring the confidence threshold for knowledge articles that are used in our Virtual Agent, Agent Copilot, or any bot implementation. Is there a way to adjust this setting to fine-tune how the bot selects and uses content (surfaces the article) from our knowledge base?

Any insights or documentation pointers would be greatly appreciated. Thanks in advance!