Genesys Cloud - Main

Hello,

We want to optimize our knowledge base, and our Copilot has two ways to search for articles: manually or automatically.

The query is as follows: within the manual search, the optimizer displays a report of the queries performed. However, in the case of automatic queries and articles that the system displays based on what it has understood in the conversation, we do not automatically receive any information in the form of a report.

Is there any way to view cumulative data from automatic queries?

thank you so much

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#Unsure/Other

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Juan Carlos Fernandez
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Hello Juan,

I don't think there is a way to see the automated surfacing of knowledge as its based on it matching the phrases within the knowledge article.  But hopefully someone can confirm.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 04-02-2025 06:01
From: Juan Carlos Fernandez
Subject: Copilot Optimizator Suggestions

Hello,

We want to optimize our knowledge base, and our Copilot has two ways to search for articles: manually or automatically.

The query is as follows: within the manual search, the optimizer displays a report of the queries performed. However, in the case of automatic queries and articles that the system displays based on what it has understood in the conversation, we do not automatically receive any information in the form of a report.

Is there any way to view cumulative data from automatic queries?

thank you so much

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#Unsure/Other

------------------------------
Juan Carlos Fernandez
------------------------------