To improve accuracy and frequency for answer highlighting, follow these suggestions:

• Author smaller articles in your knowledge base: Because answer highlights are performed at the beginning part of articles, there is a higher chance of answer highlighting when articles are smaller. While the article length varies based on language, to get the best of both accuracy and latency, Genesys recommends that you limit the number of words per article restricted around 1500 words. 
• Use full sentences instead of bullet points.
• Use correct grammar and punctuation.