Genesys Cloud
Improved knowledge workbench — Smarter, connected, and AI-driven
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-12-01 | - | - |
In a future release, Genesys Cloud will introduce an advanced knowledge workbench, shifting from importing or authoring knowledge to connecting knowledge at its source. This change helps organizations deliver information more accurately and quickly across the customer experience.
Previously, the knowledge workbench relied on importing or manually authoring content within the system. The improved capability directly to existing knowledge sources, enabling faster access, easier search, and optimized delivery of knowledge across Agent Copilot and Virtual Agent experiences.
From content to conversations
The advanced knowledge workbench transforms scattered, static content into connected, intelligent knowledge that continuously improves with every interaction. Built on a modern architecture, it allows organizations to unify knowledge from multiple sources, enrich it with AI, and provide accurate, context-aware answers in real time across self-service and agent-assisted channels.
Key enhancements
- Improved connection and ingestion
Administrators can now connect to enterprise content more quickly and reliably. They can link to SharePoint files without schema dependencies, and the system automatically structures and indexes the content for improved ingestion and performance.
- Better and contextual search and answer
The enhanced search experience delivers more accurate, contextually relevant results. Semantic understanding and AI-generated answers use intelligently chunked and indexed content to provide precise, meaningful responses across different use cases.
- Greater control over knowledge experience
Administrators gain expanded configuration options to define which sources are queried, how results are generated, and when conversation context applies. This flexibility helps tailor knowledge delivery for different audiences, channels, and regions, making intelligent search more adaptable across environments.
- Confidence through testing
A new Testbench provides a safe, non-production environment where knowledge authors can preview and validate search and answer results without affecting live data or metrics. Teams can test confidently and fine-tune updates before releasing them to production.
Looking ahead
While existing Knowledge 2.0 content will remain available and supported, the migration path to the advanced knowledge workbench will be introduced in a future phase. This release focuses on newly added connections that use the improved capabilities.
