Keeping up with the latest in customer service automation can make all the difference for your business. This month, we’re rolling out updates that bring even more intelligence and efficiency to your contact center. Learn how these new features can help you provide faster, smarter support and keep your customers happy.
Cloud made simple—Discover a redefined platform
We’ve restructured our cloud platform to provide a more intuitive and powerful user experience.
Key improvements include:
- Expanded automation: The “Studio” module has evolved into a comprehensive “Automation” hub, centralizing bot building and inbox automation.
- Dedicated User 360: We’ve elevated “User 360” to a standalone module, providing a comprehensive view of user interactions across the entire platform.
- Independent knowledge management: Previously Studio-restricted Knowledge Base is now converted into a standalone “Knowledge” module.
- Advanced conversation analysis: The new “Analyze” module offers detailed insights into customer conversations, to monitor user sentiment, learn from interactions, and enhance bot automation.
- Centralized settings: Manage Chatbot, Inbox, and Engage settings from a convenient place.
Meet Analyze: AI-powered insights, redefined
In the ever-evolving world of customer interactions, staying ahead is crucial. Imagine a tool that not only listens but understands every nuance of your conversations.
That’s Analyze—our latest solution, designed to revolutionize how brands leverage Generative AI. With Analyze, you’re not just enhancing bot performance; you’re crafting superior customer experiences, driven by AI.
Key business values :
- 30% Reduction in ticket volumes: Reduce the number of support tickets by enhancing your bot’s ability to handle and resolve inquiries more effectively.
- 10% increase in containment rates: Improve the rate at which your chatbot successfully addresses customer queries without human intervention.
What’s new with Analyze
- Advanced AI analyst: Continuously monitor and refine chatbot performance; enable ongoing improvements based on real-time data.
- Comprehensive conversation evaluation: Measure resolution quality and user sentiment, for valuable insights.
- Enhanced knowledge base generation: Analyze builds robust knowledge bases with topic clusters, streamlining bot responses and boosting customer experience.
New Dynamic chat node configuration – context switching
Enable context switching in settings to let NLP or orchestration LLM take over and switch out of the dynamic chat node. This allows the bot to shift to a different flow, like moving to a “talk to agent” flow when live support is requested.
For instance: If a user is navigating a goal-oriented flow and types “talk to agent,” the bot can switch to the relevant agent support flow seamlessly.
Introducing threshold-based custom alerts for your reports
This update will allow you to configure alerts based on specific threshold conditions in your count-based reports.
Key features:
- Custom alerts: Set alerts for count-based metrics by filtering tables and saving results as count visualizations.
- Threshold conditions: Select a mathematical operator and set your threshold.
- Scheduling: Choose how often the metric is checked—weekly, daily, hourly, or every 5 minutes.
- Business hours: Set alerts to be active only during defined business hours.
- Recipient management: Add and customize email recipients for each alert.
- Duplicate alert prevention: Avoid duplicate alerts if the count remains unchanged between checks.
Five9 integration support
The Five9 integration enables seamless transitions from chatbot interactions to Five9 live agents, enhancing your support capabilities. Customers can smoothly switch between automated and live assistance without disruption.
