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  • 1.  Knowledgebase seach results limited to 3 articles

    Posted 03-17-2023 08:27

    I have just come on board to help troubleshoot a basic cloud CX Agent Knowledge base set up where the person has taken existing Q&A from an existing non-Genesys knowledge base and copied it across. In test only three search results are showing each time and the accuracy of these results is extremely poor i.e. we know a better article exists for the test question we are asking but it does not come up.

    I am sure we are missing some simple step or config. Any ideas re:

    1 - being able to ensure more than 3 results come back per search

    2 - to improve the accuracy of the search results

    I worked on Dx last year when it was pretty much Bold360 and it was more exact than this. What am I missing? I'd appreciate any ideas!


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Marcus Daley
    Individual Only Contact Account
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  • 2.  RE: Knowledgebase seach results limited to 3 articles

    GENESYS
    Posted 06-22-2023 17:39

    Did you get resolution for this problem?



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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  • 3.  RE: Knowledgebase seach results limited to 3 articles

    Posted 06-23-2023 02:16

    Hi George, yes and no! 

    Genesys managed to up the search results so we get 10 now which is great.

    Regarding improving the semantic search results we have asked for feedback on how we can better train the model to say for example, these 7 results returned are great for that search term, but these other 3 results are way off the mark. We are waiting for them to come back on that. There seems to be no direct way to do that. The thumbs up and down on the article apparently is only good for Optimiser...any further suggestions are always welcome! The search results did improve but only after entering search terms multiple times in different ways, adding phrases etc many many times - we are happy with it but of course are looking to see if there is a more direct way to train the model as every now and then there is a return out of the set of 10 that is no good



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    Marcus Daley
    Genesys Prepaid Education - France
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  • 4.  RE: Knowledgebase seach results limited to 3 articles

    GENESYS
    Posted 06-23-2023 09:21

    I'll ping the Product Manager



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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