Genesys Cloud™ Knowledge Fabric is the intelligence layer that powers accurate, real-time answers across every customer and employee interaction. It transforms scattered, static content into connected, AI-ready knowledge that continuously learns and improves.
Fully integrated with the Genesys Cloud platform and configurable through Genesys Cloud AI Studio, Knowledge Fabric enables organizations to ingest and unify knowledge from virtually any source, enrich it with AI and deliver precise, context-aware answers across bots, agents and self-service experiences. Teams can configure, test and govern knowledge delivery through a guided, low-code interface — eliminating duplication, reducing maintenance and accelerating time to value while maintaining enterprise-grade governance and control.
By grounding generative and assistive AI in trusted business knowledge, Knowledge Fabric reduces hallucinations and ensures every answer reflects the most relevant, up-to-date information. Whether supporting a virtual agent, empowering agents with copilots or enabling self-service, Knowledge Fabric turns knowledge into a living system that scales effortlessly across channels and use cases.
Natively embedded within the Genesys Cloud CX® offering, Genesys Cloud Knowledge Fabric activates enterprise knowledge across channels, regions and use cases — from front-office interactions to back-end operations. Unlike traditional knowledge bases built on static FAQs, Knowledge Fabric connects, contextualizes and continuously optimizes knowledge to deliver accurate answers in real time.
