Difference between revisions of "User: Jnabuurs"
From Genesys Documentation
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Some of its highlights include the following: | Some of its highlights include the following: | ||
| − | + | * Can be used as a standalone API for creating and searching knowledge. | |
| − | + | * Integrates with any web product. | |
| − | + | * Integrates with other Genesys offerings: Genesys Knowledge Center, Dialog Engine, Agent Assist. | |
| − | + | * The knowledge base can be quickly and easily updated with new content. | |
| − | + | * Content can be linked to one or more categories. | |
| − | + | * Models can be trained and re-trained regularly. | |
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The following is an example of a basic business scenario when QnA Service is fully integrated with Agent Assist. | The following is an example of a basic business scenario when QnA Service is fully integrated with Agent Assist. | ||
QnA ResponseswConfidence.png | QnA ResponseswConfidence.png | ||
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| + | ==Assumptions== | ||
| + | * Documents have been uploaded to the knowledge base and the models have been successfully trained. | ||
| + | * QnA Service is integrated with Agent Assist. | ||
| + | * Agent Assist is enabled. | ||
| + | * A bot has been configured and deployed. | ||
| − | Business flow | + | ==Business flow== |
| − | + | * A bot monitors conversations between a customer and a human agent. | |
| − | + | * The customer asks the agent "Can you tell me more about your insurance policies?" | |
| − | + | * The bot passes the question to QnA Service. | |
| − | + | * QnA Service returns three relevant answers to the bot, each containing a different confidence score. | |
| − | + | * The bot displays these answers and confidence scores in the Agent Desktop Application using Agent Assist | |
| − | + | * The agent scans the answers and selects the result that best answers the customer's question. | |
| − | + | * The agent uses the feedback mechanism (thumbs up/thumbs down) to indicate the accuracy of all three responses. This feedback is sent back to QnA Service, and the confidence scores are updated for subsequent searches. | |
Latest revision as of 13:29, October 1, 2019
Some of its highlights include the following:
- Can be used as a standalone API for creating and searching knowledge.
- Integrates with any web product.
- Integrates with other Genesys offerings: Genesys Knowledge Center, Dialog Engine, Agent Assist.
- The knowledge base can be quickly and easily updated with new content.
- Content can be linked to one or more categories.
- Models can be trained and re-trained regularly.
The following is an example of a basic business scenario when QnA Service is fully integrated with Agent Assist. QnA ResponseswConfidence.png
Assumptions[ | edit source]
- Documents have been uploaded to the knowledge base and the models have been successfully trained.
- QnA Service is integrated with Agent Assist.
- Agent Assist is enabled.
- A bot has been configured and deployed.
Business flow[ | edit source]
- A bot monitors conversations between a customer and a human agent.
- The customer asks the agent "Can you tell me more about your insurance policies?"
- The bot passes the question to QnA Service.
- QnA Service returns three relevant answers to the bot, each containing a different confidence score.
- The bot displays these answers and confidence scores in the Agent Desktop Application using Agent Assist
- The agent scans the answers and selects the result that best answers the customer's question.
- The agent uses the feedback mechanism (thumbs up/thumbs down) to indicate the accuracy of all three responses. This feedback is sent back to QnA Service, and the confidence scores are updated for subsequent searches.