About the knowledge workbench V2

AI-generated summary

Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge bases with predefined question and answer articles that respond to customer queries. Key capabilities include adding questions and answers to knowledge bases to enable responses to conversations, organizing articles into categories and labels, creating and editing articles for different touchpoints like bots and agents, viewing article analytics, optimizing knowledge bases by improving article quality, and integrating third-party knowledge sources. The knowledge portal presents knowledge articles to customers so they can self-serve and search articles or initiate conversations with bots or agents. The portal provides resources to help design and build bots and bot flows in Architect, including guides on Genesys Cloud AI, adding knowledge to bots, Genesys Dialog Engine, creating bot flows, building digital bots in Architect, and general bot information. Key capabilities covered include leveraging AI, designing conversations and dialog flows, integrating bots with Genesys Cloud, and using Architect to develop bots. The portal aims to provide comprehensive materials to enable building capable and effective bots on the Genesys Cloud platform.

The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers.

Understand the knowledge base

Add predefined questions and answers that allow knowledge services to understand and respond to conversations, and ensure that customers get the answers they need.

Work with categories and labels in the knowledge base

Add categories and labels that help you organize and create hierarchies for your knowledge base articles.

Create knowledge articles

Access the knowledge base and add, train, and test knowledge question and answer articles.

Create article touchpoint variations

Article touchpoint variations enable you to tailor the same answer according to a specific touchpoint. These touchpoints include Agent Assist, Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge portal, and Knowledge app for Messenger.

Manage knowledge articles

Modify, enable, or disable knowledge articles. View an article’s revision history. Return to a previous version of a knowledge article.

Work with knowledge base answer generation

Answer generation combines the capabilities of a language model with knowledge bases. Use this feature to retrieve relevant data from knowledge base articles and then uses that data to generate contextual, accurate, and dynamic responses.

Work with third-party knowledge base integration providers

Add and connect a third-party knowledge base integration provider to the knowledge workbench from either the Sources page or the Integrations page. After you add the integration provider, install and configure it..

Use the knowledge optimizer to improve the health of a knowledge base

Optimize your knowledge content and view information about the top knowledge base articles.

Use the knowledge portal with a knowledge base

The knowledge portal presents knowledge base articles to customers so that they can easily navigate the self-service experience. Customers can search within the articles, browse by categories, and initiate conversation with a chat bot or an agent.

About the knowledge portal

Additional resources

Access more resources to help design and build bots and bot flows in Architect.

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