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  • 1.  Exclude intents from knowledge articles

    Posted 02-07-2023 23:13
    No replies, thread closed.

    Hi Community,  

    Does anyone know if there is a way to exclude Intents that are configured within bots from knowledge articles?

    For example, we have goodbye as an intent within the digital bot flow, however whenever someone says "goodbye", it gets added to the unanswered queries within Knowledge. So now we have 63% of our queries being unanswered with our top unanswered queries in knowledge V2 being "Goodbye" and "hi".

    We tried creating a goodbye article and set the intent to show the article but that still counts toward the unanswered queries. 


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Tony Nguyen
    Smartgroup
    ------------------------------


  • 2.  RE: Exclude intents from knowledge articles

    Posted 02-09-2023 04:23
    No replies, thread closed.

    Hi Tony,

    Unfortunately there's no way to exclude intents within knowledge articles.

    We consider phrases like "Goodbye" & "Hi" as "chitchat", we are working on automatically removing "chitchat" from Knowledge Optimizer.

    Nicola



    ------------------------------
    Nicola Conlon
    Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


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