Surface knowledge automatically with the Genesys Agent Assist

Feature coming soon

This documentation applies to Genesys Agent Assist. This feature is available worldwide. For Agent Assist Google CCAI, which is limited to North America region, see the Google CCAI integrations with Genesys Cloud documentation.

Genesys Agent Assist helps agents to search for answers to customer questions. 

Genesys Agent Assist is available on the CX agent workspace and on the CX digital agent workspace as well.

Click the image to enlarge.

CX agent desktop CX digital agent workspace

Surface knowledge automatically

During a conversation with a customer, the Genesys Agent Assist automatically offers answers to customer questions, continuously searches the knowledge base, and presents the top suggested articles in the Genesys Agent Assist pane.Genesys Agent Assist

If the knowledge base includes any entries, which can be relevant to the customer’s questions, the Genesys Agent Assist automatically lists them. To copy the best answer to the message panel, click the Copy icon in the lower right corner of the response.

You can edit your message before you send it to the customer.

To return to the list of suggested articles, click the arrow icon at the upper left corner of the opened article.

For manual knowledge surfacing, see Surface knowledge manually with the Genesys Agent Assist.