Genesys Cloud
Virtual agent support for answer generation from multiple knowledge articles

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.