Knowledge fabric overview

AI-generated summary

Genesys Cloud AI Guides enables business users to design agentic, AI-powered Virtual Agents using natural language without needing to write complex logic or code. Key capabilities include: - Use natural language instructions to build conversational flows reflecting real customer journeys. - Dynamically adapt to customer context and intent to improve self-service outcomes - Blend structured flow logic with AI to support predictable interactions. - Support task completion, data gathering, and handoffs to human agents within conversations - Enable rapid iteration and testing to update experiences without developer support. - Integrate into existing Virtual Agent flows in Architect, ensuring consistency and control.

Genesys Cloud Knowledge Fabric is a knowledge platform that 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.

Fabric connects to enterprise data sources seamlessly via SharePoint, automatically structures and indexes the selected documents, and then chunks them into smaller but precise pieces. The chunking process ensures consistency and predictable performance across all documents.

Key benefits of knowledge fabric

Reliable connection and ingestion: Administrators can now connect to enterprise content more quickly and reliably. They can link to SharePoint files without schema dependencies, and the system automatically structures and indexes the content for improved ingestion and performance.
Dynamic and contextual search and answer: The enhanced search experience delivers more accurate, contextually relevant results. Semantic understanding and AI-generated answers use intelligently chunked and indexed content to provide precise, meaningful responses across different use cases.
Unified knowledge experience and governance: Administrators gain expanded configuration options to define which sources are queried, how results are generated, and when conversation context applies. This flexibility helps tailor knowledge delivery for different audiences, channels, and regions, making intelligent search more adaptable across environments.
Preview widget: The inbuilt preview widget provides a safe, non-production environment where knowledge authors can preview and validate search and answer results without affecting live data or metrics. Teams can test confidently and fine-tune updates before releasing them to production.

Fabric support for AI-powered touchpoints in Genesys Cloud

Agent Copilot support: It allows Agent Copilot to search knowledge and present AI-generated answers for the agents.
Virtual Agent support: It allows Virtual Agents to search knowledge and deliver AI-generated answers during conversations.
AI Guides: It allows Virtual Agents based on AI guides to search knowledge and deliver AI-generated answers during conversations.

Get started with knowledge fabric

How to use knowledge fabric

Add the required license and permissionsClick to expand

To access and use knowledge configuration, add the following permissions:
- Knowledge > knowledgeSetting > Add
- Knowledge > knowledgeSetting > View
- Knowledge > knowledgeSetting > Edit
- Knowledge > knowledgeSetting > Delete
- Knowledge > knowledgeSetting > searchPreview
- Knowledge > knowledgeSetting > Search
To upgrade to Virtual Agent and to access Agent Copilot, you must purchase the Genesys Cloud AI Experience license.

Step 1: Add a knowledge fabric sourceClick to expand

Step 2: Create a knowledge configurationClick to expand

Step 3: Apply the knowledge configuration to Agent Copilot Click to expand

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Knowledge fabric overview View summary