Genesys Cloud – Improved knowledge answer highlight and generation in Osaka region

In a future release, Genesys will update the large language model (LLM) that powers Genesys knowledge answer highlight and knowledge answer generation in the Osaka (ap-northeast-3) AWS region. This update aims to improve the knowledge experience reliability and performance:

• Improved reliability – Reduction in timeouts and errors, restoring consistent answer highlight and answer generation results for agents and end customers.
• More consistent performance – End-to-end latency to align more closely with regions that experience higher performance.

With this release, organizations who rely on highlighted or generated answers from knowledge searches in the Osaka region will see more reliable responses, and their customers will experience fewer failed or delayed interactions.