Generative Q&A

Knovvu Copilot's Gen Q&A feature allows the agent to get help when they encounter a question they don't know the answer to, or when they don't know what to say during a conversation. In such a situation, Knovvu Copilot scans predefined documents and produces an answer to the customer's inquiry.

Options

Generative Q&A can be used in 3 ways, according to the customer's use case:

1. Knovvu Virtual Agent: If Knovvu Real-Time Guidance and Knovvu Virtual Agent are being used together, GenQ&A feature can be used via Knovvu VA.
2. Knovvu ML: If RTG is sold in premium package and Knovvu VA won't be used, GenQ&A feature can be used via Knovvu ML.
3. Genesys Knowledge Base: Genesys has the capability to create its own knowlege base in Genesys Cloud CX admin portal. If Knovvu Real-Time Guidance is being used with Genesys integration, GenQ&A feature can be used via Genesys Knowledge Base.

Requirements

1. Generative Q&A feature can be used in premium package of Knovvu RTG.
2. To use Generative Q&A in Knovvu RTG, the feature must be enabled by CA host. If the feature will be used via Knovvu VA, VA Integration feature must be eabled too.