Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Generative knowledge article answers with Genesys Virtual Agent"

Flow authors can now enable virtual agents to provide AI-generated answers based on the article that best matches the customer query. Answer generation combines the capabilities of a language model (LLM) with knowledge bases to retrieve relevant data from a single knowledge article and then use that data to generate contextual, accurate, and dynamic responses. Answer generation improves digital bot responses in dynamic and data-heavy environments and is most beneficial for content that changes dynamically or large amounts of data. This feature ensures that customers receive direct, accurate responses without needing to read through lengthy articles to find the information they need. 

Release notes: https://help.mypurecloud.com/releasenote/december-2-2024/

#TAMStudios #FeatureReview #Virtual