Why do knowledge answers differ between voice and digital channels?

Answer variations between voice and digital channels are expected because each channel uses a different prompting strategy optimized for its interaction style.

Prompts in voice channels are tuned to generate shorter, more concise responses.
Prompts in digital channels are configured to generate longer, more comprehensive answers.

Run the preview tool using the channel type that you plan to use in your organization. Then, review your configuration settings and adjust them until the preview results meet your requirements.

Note: The Preview tool is intended for testing purposes. Genesys recommends that you perform end-to-end testing by connecting knowledge fabric configurations with the required touchpoint in your environment.

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