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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.
Add predefined questions and answers that allow knowledge services to understand and respond to conversations, and ensure that customers get the answers they need.
Add categories and labels that help you organize and create hierarchies for your knowledge base articles.
Access the knowledge base and add, train, and test knowledge question and answer articles.
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.
Modify, enable, or disable knowledge articles. View an article’s revision history. Return to a previous version of a knowledge article.
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.
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..
Optimize your knowledge content and view information about the top knowledge base articles.
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.
Access more resources to help design and build bots and bot flows in Architect.
Get user feedback about articles.