AI-generated summary
Genesys Cloud Knowledge Fabric integrates AI-powered knowledge management capabilities across service channels, unifying enterprise knowledge sources through SharePoint integration and intelligent document processing. The system operates through AI-driven components including Agent Copilot, Virtual Agent interactions, and AI Guides for conversational flows, all supported by dynamic contextual search and semantic understanding.
The platform features automated indexing, unified governance controls, and reliable content ingestion without schema dependencies. Core functionality includes customizable configurations for different audiences, multi-language support, and a preview widget for testing search results before production deployment. The system automatically structures and chunks documents into smaller, precise pieces to ensure consistency and predictable performance.
Implementation requires specific licensing through Genesys Cloud CX versions 1-4 or AI Experience tokens, along with Knowledge and Analytics permissions. The three-step setup process involves adding knowledge fabric sources through SharePoint connector, creating knowledge configurations, and applying settings to Agent Copilot. Key benefits include reliable connection and ingestion to enterprise content without schema dependencies, dynamic and contextual search delivering semantically relevant AI-generated answers, and unified knowledge governance allowing administrators to define queried sources, result generation, and conversation context application across different audiences, channels, and regions.
The platform supports AI-powered touchpoints through three primary features: Agent Copilot, which allows agents to search knowledge and access AI-generated answers; Virtual Agents, which search knowledge and deliver AI-generated responses during conversations; and AI Guides, which enable Virtual Agents to search knowledge and provide AI-generated answers. This architecture allows organizations to surface knowledge article content consistently across Agent Copilot and Virtual Agent interactions, enabling teams to test and refine updates before production deployment through the preview widget functionality.