What if the automated response doesn't answer the customer's question?

Genesys DX

What if the automated response doesn't answer the customer's question?

If the automated response doesn't answer the question the customer asked, the customer can choose to escalate the question to an agent either by email or by chat depending on the channeling options set up in the system. See How do I define a channeling policy? for more information.

Digital DX AI can learn agent's answers through the Suggested Content feature of Smart Advisor and respond automatically to similar inquiries in the future. See What is the Suggested Content section? to learn more.

You can also ask for feedback about your articles. See What options are available for gathering user feedback? for more details.

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