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 can modify a query before sending it to knowledge fabric, which may result in a different response. Run the preview tool using the touchpoint 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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