了解置信度

Genesys knowledge search uses artificial intelligence (AI) to evaluate the questions and answers that it detects in a conversation with a contact. Knowledge workbench matches the questions and phrases to the articles in your knowledge base that best match the question. Then, the system assigns a confidence level as a percentage to each article, and then displays the answers that have the highest confidence ratings.

置信数

搜索结果始终按知识库分配的置信度编号进行排序。 由知识库分配的置信度号显示在聊天回复的正上方。 但是，置信度最高的文章可能不是客户需要的答案。 测试和修改问答查询可改善座席和客户的搜索结果。