About the knowledge fabric

AI-generated summary

Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge bases with predefined question and answer articles that respond to customer queries. Key capabilities include adding questions and answers to knowledge bases to enable responses to conversations, organizing articles into categories and labels, creating and editing articles for different touchpoints like bots and agents, viewing article analytics, optimizing knowledge bases by improving article quality, and integrating third-party knowledge sources. The knowledge portal presents knowledge articles to customers so they can self-serve and search articles or initiate conversations with bots or agents. The portal provides resources to help design and build bots and bot flows in Architect, including guides on Genesys Cloud AI, adding knowledge to bots, Genesys Dialog Engine, creating bot flows, building digital bots in Architect, and general bot information. Key capabilities covered include leveraging AI, designing conversations and dialog flows, integrating bots with Genesys Cloud, and using Architect to develop bots. The portal aims to provide comprehensive materials to enable building capable and effective bots on the Genesys Cloud platform.

Genesys Cloud knowledge fabric 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.

Understand the knowledge fabric

Add content sources and knowledge configurations that allow the knowledge fabric to understand and respond to conversations, and ensure that customers get the answers they need.

Work with the knowledge fabric sources

Add a SharePoint integration provider to the knowledge fabric, connect to the SharePoint source, and select folders in your SharePoint connection for synchronization.

Create and manage knowledge configurations

Define how knowledge fabric queries its sources, generates answers, and when it applies context to the results.

Additional resources

Access more resources to help design and build bots and bot flows in Architect.

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About the knowledge fabric View summary