Surface knowledge automatically with the Genesys Agent Assist

AI-generated summary

Genesys Cloud's Agent Assist feature automatically surfaces relevant knowledge base articles during customer conversations. The system continuously searches the knowledge base and displays up to three suggested articles in the Agent Assist pane, accessible from the Interactions panel. Key features include auto-display functionality that can be toggled on/off, ability to copy answers directly to the message panel, and options to edit responses before sending to customers. The tool requires a specific license or SKU with Agent Assist functionalities and only works when localization settings match between the knowledge base and Architect message flow. Agents can navigate between suggested articles using the arrow icon and manually surface knowledge when needed.

PrerequisitesClick to expand

During a conversation with a customer, the Genesys Agent Assist automatically offers answers to customer questions, constantly searches the knowledge base, and presents the top suggested articles in the Genesys Agent Assist pane.

To access Genesys Agent Assist, on the right side of the Interactions panel, click Agent Assist .
Start your conversation with the customer.
If the knowledge base includes any entries which can be relevant to the customer’s questions, Genesys Agent Assist lists the options.
To list the relevant articles automatically, toggle Auto Display on. If the amount or speed of suggested articles becomes overwhelming, you can toggle Auto Display off.
To copy the best answer to the message panel, click the Copy icon in the lower right corner of the response.
You can edit your message before you send it to the customer.
To return to the list of suggested articles, click the arrow icon at the upper left corner of the opened article.

Notes:

The maximum number of automatically displayed articles is three.
The automatic knowledge surfacing only works if the localization is the same in both the knowledge base (for the assistant) and the message flow in Architect.

For manual knowledge surfacing, see Surface knowledge manually with the Genesys Agent Assist.

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Surface knowledge automatically with the Genesys Agent Assist

AI-generated summary

PrerequisitesClick to expand

To access Genesys Agent Assist, on the right side of the Interactions panel, click Agent Assist .
Start your conversation with the customer.
If the knowledge base includes any entries which can be relevant to the customer’s questions, Genesys Agent Assist lists the options.
To list the relevant articles automatically, toggle Auto Display on. If the amount or speed of suggested articles becomes overwhelming, you can toggle Auto Display off.
To copy the best answer to the message panel, click the Copy icon in the lower right corner of the response.
You can edit your message before you send it to the customer.
To return to the list of suggested articles, click the arrow icon at the upper left corner of the opened article.

Notes:

The maximum number of automatically displayed articles is three.
The automatic knowledge surfacing only works if the localization is the same in both the knowledge base (for the assistant) and the message flow in Architect.

For manual knowledge surfacing, see Surface knowledge manually with the Genesys Agent Assist.

[NEXT] Was this article helpful?

Get user feedback about articles.

Surface knowledge automatically with the Genesys Agent Assist

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Surface knowledge automatically with the Genesys Agent Assist

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