Updated on December 5, 2024
This October, we worked to help you make the most of this festive season. We optimized our product to provide more value to your customer support agents and provide better functionalities that they can use daily.
We have several agent tools, a new Zendesk insights feature, and a new bot performance report for you to review. Let’s get started!
Feature Updates
Agent Assist
It’s hard to search documents to find the exact SOP matching the customer’s requirement. So, we’re debuting Agent Assist. Now, your customer service agents will have an AI assistant to suggest answers to the customer query.
When the agent triggers the feature, they can select the bot (Anthropic, Gemini, OpenAI, and Kompose Bot Builder are available as assistants) and use it to get quick answers to customer questions.
Multi-Resolve Conversations
Users can now select multiple conversations to take quick action. Now, if you want to resolve many old queries that have been answered, you can choose them and change the status to ‘Resolved.’
Conversation Summary
Agents often have to read through long chats to get to the root of the customer problem. To solve this issue, we’ve released a Conversation Summary. Now, whenever a conversation is transferred (from Bot to Human or from Human to Human), the agent will receive a quick summary of the chat that has taken place.
User can toggle this feature ON and OFF in their Settings.
Insights from Zendesk
If you’ve already integrated your Zendesk account, you can now get insights from your Zendesk data. Just select the source as Zendesk when you navigate to Insights and ask the questions you want.
Bot Performance Report
We’ve improved our Bot Performance Report. Now, you can –
- Select ‘Filter By’ and see the individual performance of a chatbot.
- Evaluate the performance of a chatbot in a team.
- Under the Analytics section, by selecting the Filter By option, you will get to see
- Teams – The performance of chatbots in a particular team
- Bot Names – The individual performance of a bot
- All Bots – The performance of all the chatbots in your organization
Custom Views
You can now select which conversations you want to view by adding custom filters. We support filters like –
- Queued
- Teams
- Teammates
Display Source for Dialogflow CX
We’ve added a new option so that you can turn the source option on or off for your Dialogflow CX chatbot. This will let you choose if you want to show your customers the webpage source of the chatbot’s answers.
Improvements
- We now show a Status Bar to tell you about the progress of AI training on your documents.
- We’ve made changes to the ‘+ Add’ Button in the Welcome message
- We’ve added the remaining Gemini, Anthropic, and Open AI bots to our Frontend applications.
- We’ve improved the way we handle images from Knowledge Bases and Help Centres – We’re now storing and retrieving them using Vector Databases,
- We’ve improved how we handle your documents’ anchor tags (hyperlinks).
Bug Fixes
- We’ve fixed the issue where conversations were getting marked as un-responded after getting assigned to the ‘Waiting Queue’ enabled accounts
- We’ve fixed the status issue in our website scrapper application
- We’ve fixed the issue where there were asterisks in the answers generated by ChatGPT
- We’ve fixed the issue where translation failed when the end user’s first message was a number or emoji.
- We’ve fixed the issue where Translation failed when the file was sent without a caption, and translation was enabled.
- We’ve fixed the issue where ‘Forget Password’ is not working if it has a ‘[‘ character.
- We’ve fixed the issue where bot details were updated even after entering the wrong creds for Amazon Lex.
- We’ve fixed the issue in Dashboard Analytics Export Data.
- We’ve fixed the issue where the Waiting Queue was not implemented when the team is updated in a conversation.
- We’ve implemented a token limit correction for the generative AI models.
- We’ve fixed the error message that appeared when you tried to delete the default team.
