knowledge articles

Common questions that a user may ask during a message interaction, and the answers to those questions. are individual question and answer pairs, or FAQs. Knowledge articles contain information that can be used to facilitate conversations with customers. When a user asks a question, Genesys knowledge services AI looks for a similar question in the knowledge base. When a similar question is found, the corresponding answer is returned to the user. If the answer is not yet in the knowledge base yet, the user can, for example, escalate it to an agent via ticket or chat.