Copilot Real-Time Assist - Knowledge Article Relevance Score unexpectedly low

General Discussion
1

Is anyone else seeing consistently low relevance scores from Copilot’s real-time assist? We’re on Genesys Cloud, API v2. The expectation is the platform should surface articles exceeding a score of 0.7, but it’s consistently below 0.5 - basically doing jack all.

The knowledge base connector syncs fine - no 503s this time, thankfully. Article metadata is populated correctly, and the intent mapping in the Copilot UI looks sound. I’ve checked the POST /api/v2/copilot/knowledge/articles/relevance payload; it’s returning these scores.

{
 "articleId": "kb-1234",
 "relevanceScore": 0.32,
 "matchedIntents": ["billing", "payment"],
 "queryText": "payment issue"
}

The documentation states the relevance score considers semantic similarity and the article’s popularity (view count, upvotes) - https://developer.genesys.cloud/reference/copilot/knowledge-articles-relevance. Low view counts could be the culprit. It’s worth noting, new articles consistently score lower.

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