Genesys Agent Copilot uses Retrieval-Augmented Generation (RAG) to generate auto-suggested answers. Queries to the RAG system are customer turns. The retrieval engine uses a hybrid search methodology, which combines keyword and semantic searches to retrieve the most relevant chunks from the indexed Knowledge Base. The generation engine consumes the retrieved chunks along with the query, and prompts an LLM to generate an answer along with accurate citations. For more information, see Configure Genesys Agent Copilot settings.