What's the difference between canned messages and the Smart Advisor?

Genesys DX

What's the difference between canned messages and the Smart Advisor?

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base.

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