A collection of question and answer articles that you provide and configure. These articles contain information that can be useful during conversations with customers that use your products. 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. When you plan your knowledge base, categorize multiple question and answer articles of a similar type. Then, create and store them in a knowledge base that logically identifies the relationship between the question and answer articles. For more information, see About the knowledge workbench.