Genesys Cloud – Virtual agent support for answer generation from multiple knowledge articles
| Type | Impact | Action required | Audience | Community link | Aha! link | Announced on (YYYY-MM-DD) | Planned effective date (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| UI/UX | — | — | — | — | — | 2025-09-08 | 2025-10-20 |
In a future release, Genesys Cloud will enable Genesys Virtual Agent to generate answers from multiple knowledge articles. This feature uses a modern knowledge chunking strategy to create more dynamic and contextually accurate responses. Previously, virtual agents could only draw from a single article. With multi-article answer generation, business administrators reduce the effort needed to manage knowledge content, while customers receive more complete and intelligent responses.
What’s changing
- Improve answer quality — responses can draw from multiple knowledge sources instead of one.
- Reduce manual effort — administrators spend less time curating or restructuring articles.
- Increase customer confidence — generated answers include supporting content that customers can review.
- Align with future knowledge capabilities — prepares virtual agents to work with the next generation of knowledge ingestion strategies.
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