Genesys Cloud – Improved Knowledge answers in Agent Copilot and Virtual Agent through updated answer generation models

In a future release, Genesys Cloud will improve Knowledge answers in Agent Copilot and Virtual Agent through updated answer generation models. These updates improve how the system interprets user questions, grounds responses on Knowledge content, and generates answers.

What this means

Agent Copilot and Virtual Agent will provide more accurate and relevant answers to end-user questions. The updated answer generation models improve the quality and reliability of generated responses while maintaining existing latency, scalability, and regional availability requirements.

This enhancement focuses on improving answer generation behavior only. Existing retrieval methods and Knowledge API compatibility remain unchanged.

What you need to do

No action is required to use this enhancement.

After the feature becomes available, organizations using Agent Copilot or Virtual Agent with Knowledge will automatically benefit from improved answer generation quality.

Why this matters

Agents and end users rely on fast and trustworthy answers to resolve issues efficiently. Improved answer relevance and grounded responses help users find the correct information more quickly and reduce the risk of unclear or inaccurate responses.

These improvements help organizations deliver more reliable self-service and agent-assisted experiences while preserving existing workflows and Knowledge management processes.