This article lists the best practices to use Genesys Agent Assist.

Description

When you copy an article with hyperlinks to the chat from Genesys Agent Assist, only the embedded text shows up in the chat box.

Instruction

Before you copy an article with a hyperlink in the chat box, you must manually copy and paste the hyperlink itself into a bracket after the link text.

Resolution for the hyperlink display problem

Description

To improve knowledge article recognition for automatic surfacing, Genesys recommends that you add training phrases to your knowledge articles. 

Instruction

Phrases are alternative ways of to express the same intent. The knowledge base automatically learns more phrases to existing questions. However, you can add other phrases to an existing question and answer article, which accelerates the learning process and optimizes your knowledge base. For more information, see Add phrases to a knowledge base V2 article.

Description

Use Knowledge Optimizer to improve knowledge surfacing for your agents.

Instruction

Optimizer is a semi-supervised AI training tool designed for business users. Knowledge optimizer displays phrases your agents use to search for knowledge. You can use the optimizer to improve phrase recognition for automatic article surfacing and to create new articles for your agents. For more information, see Knowledge optimizer overview.