Genesys Cloud – Knowledge integration for AI Guides

In a future release, Genesys Cloud will allow AI Guides to use knowledge articles to answer customer questions while continuing through a defined process.

Previously, guides followed a structured, step-based flow without access to knowledge. This release adds knowledge awareness to guides so they can answer questions naturally at any point in a conversation and then continue the task without losing context. This update gives guide authors more control and flexibility, allows customers to get accurate answers without breaking task flow, and aligns guides with the same trusted knowledge model already used across the platform.

What will change

• Knowledge-aware guides – Guides can answer customer questions using approved knowledge content during any step of a process.
• Flexible knowledge sourcing – Guide authors can choose to inherit knowledge from the connected Virtual Agent or select a Guide-specific Knowledge source.
• Support for knowledge workbench v2 and knowledge fabric – Guides can use either knowledge Workbench v2 knowledge bases or knowledge fabric configurations, with one active source at a time.
• Author preview before publish – authors can preview real knowledge responses during Guide configuration to confirm accuracy and behavior

Why this is a good change

• More natural conversations – Guides can pause to answer an informational question and then resume the process without forcing the customer into a separate flow.
• Trusted answers – responses come from approved knowledge sources, ensuring consistency with company policy and content governance.
• Greater author confidence – previews show exactly how knowledge answers will appear, reducing guesswork and rework after publishing.
• Better use of existing Knowledge – organizations can extend the value of their knowledge investment beyond Virtual Agents to all Guide-driven experiences.

What stays the same

• Existing guides continue to work as they do today unless knowledge integration is explicitly enabled.
• No changes are required for customers who do not want to use knowledge in guides.