Why do knowledge responses differ between the Preview widget and other touchpoints?

In Genesys Cloud knowledge fabric, response variations can occur between the Preview widget and other touchpoints because they use different models for answer generation. Models are selected for each touchpoint based on specific use cases and requirements. For more information, see What types of knowledge connectors are available and when should they be used?

Additionally, a touchpoint may modify a query before sending it to knowledge fabric, which can result in a different response.

Note: The Preview widget is intended for testing purposes. You are therefore recommended to perform end-to-end testing by connecting knowledge fabric configurations with the required touchpoint in your environment.

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