User: Jnabuurs

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

• 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

• 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.