Updated on October 10, 2024

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This September, we shipped more than we slept. We have many releases that will smoothen the operation flows for global customer support leaders. 

This month, we worked on some great AI integrations and a new way to understand customer behavior. Let’s look at these features in detail. 

Feature Updates

Insights

Searching the customer interaction database for actionable insights is complex and repetitive. To simplify this, we’ve designed a new chatbot that helps support leaders get insights directly. 

Now, under the Insights tab on your Kommunicate Dashboard, you can ask about:

  1. Your team’s performance
  2. Commonly asked questions
  3. Improvement suggestions
  4. User likes and dislikes
  5. And much more

The chatbot will fetch data about your conversations from the backend and give you actionable insights with data. 

Dashboard interface for a customer insights tool. On the left, a panel labeled 'Welcome to Insights!' explains the purpose of the tool, encouraging users to ask questions and analyze customer interactions for improvement. In the main section, there is a text box where users can ask a question, with a 0/1500 character counter. Below the text box are various suggestions for questions, including: 'What are the most frequent queries?', 'What do users like the most?', 'Provide areas of improvement for the support team,' and 'What are the biggest challenges the company is facing?' The interface is clean, with a purple sidebar on the left containing icons for Conversations, Ratings, Humans, Bots, and other features.
Dashboard interface showing an 'Insights' tool for analyzing customer interactions. On the left, a sidebar contains a section labeled 'Welcome to Insights!' explaining that users can analyze interactions and improve team performance by asking questions. In the main section, a question is displayed: 'What do you believe are the biggest challenges the company is facing? Please provide multiple conversation examples to support your perspective.' Below are listed examples from conversations, organized under three headings: 1. Bot Integration Issues, 2. User Dissatisfaction with Response Times, and 3. Managing User Expectations. Each section includes specific user and bot conversation snippets with timestamps. To the right is a button labeled 'Ask Another Question' and a list of suggested questions for further insights

Gemini Bot Builder

A promotional card featuring 'Gemini AI.' At the top left, there is a star-shaped logo with a gradient of purple, blue, and cyan. Below the logo, the text reads: 'Gemini AI will allow your chatbot to have advanced conversational abilities and improved interaction quality.' At the bottom, there is a purple button labeled 'INTEGRATE BOT,' and in the bottom right corner, a small purple triangle with the word 'NEW' indicates that this is a new feature or offering

We’re now fully integrated with Google’s latest Gemini model. Now, you can train your generative AI chatbot with the latest Google model. 

Go to Bot Integrations and choose Gemini as your preferred model. 

Bot Integrations dashboard showing the process for creating a bot from Gemini. The screen is titled 'Creating a bot from Gemini,' with three steps listed: 1. Integration info, 2. Bot profile, and 3. Human handoff. The 'Integration info' section is active, displaying options for integrating the Gemini bot with Kommunicate. There is a dropdown to select the model, currently set to 'gemini-1.5-flash,' followed by sliders for adjusting 'Maximum token' (set to 1000) and 'Temperature' (set to 0). Below, there is an option for integration via an API key. At the bottom, a purple 'Save and proceed' button is visible. The left sidebar contains navigation options for 'Bot Integrations' and 'Manage Bots.'

Anthropic Bot Builder

A promotional card featuring 'Anthropic AI.' At the top, there is a minimalist logo with the letters 'A' and an adjacent backslash symbol. Below, the text reads: 'Anthropic AI would let your chatbot engage in safe and reliable conversations with its safest AI-driven model.' At the bottom, there is a purple button labeled 'INTEGRATE BOT,' and in the bottom right corner, a small purple triangle with the word 'NEW' indicates that this is a new feature or offering.

We’ve also incorporated the request Claude model into our Bot builder. Now, you can train your chatbots using the latest flagship models from Anthropic. 

Like Gemini, you must go to Bot Integrations and choose Claude to train your chatbots.

Bot Integrations dashboard showing the process for creating a bot from Anthropic. The screen is titled 'Creating a bot from Anthropic,' with three steps listed: 1. Integration info, 2. Bot profile, and 3. Human handoff. The 'Integration info' section is active, displaying options for integrating the Anthropic bot with Kommunicate. There is a dropdown to select the model, currently set to 'claude-3-haiku-20240307,' followed by sliders for adjusting 'Maximum token' (set to 1000) and 'Temperature' (set to 0). Below, there is an option for integration via an API key. At the bottom, a purple 'Save and proceed' button is visible. The left sidebar contains navigation options for 'Bot Integrations' and 'Manage Bots.'

Re-Sync for URLs

Whenever you train your Kommunicate chatbot on a website’s data, the chatbot remembers the data from that particular date. With our new launch, you can re-sync your chatbot with the latest data on your webpage. 

Once you re-sync, your chatbot will be trained on all the updated webpages and answer customer questions with the latest information.

OpenAI Powered Bot Builder interface for a bot named '5Adesign.' The left sidebar shows options, including 'Welcome Message,' 'Intents,' 'Knowledge Source,' and 'Default Fallback.' The main section is under the 'Knowledge Source' tab, specifically focused on 'URLs.' Users can add URLs to train the bot, and there is a field to input a URL with an 'Add' button. Below that, three URLs are listed: 'https://www.kommunicate.io,' 'https://kommunicate.io,' and 'https://www.apple.com/mac/.' Each URL is marked as 'Active,' with the status of the pages, update dates, and options to 'Re-sync' or delete the URLs. The page is set to 'Classic View,' and there is an option to test the bot at the top right.

Directly Assign Human Handover from Fallback Messages

You can add the action of “Human handover” to your bot’s fallback message so that whenever the bot fails to answer a question, it goes to a human agent. This option is under the + More tab under the Default Fallback message window.

Bot Builder interface showing the setup for a bot named '5Adesign.' The screen focuses on configuring the 'Default Fallback' intent. The left sidebar displays options, including 'Welcome Message,' 'Intents,' 'Knowledge Source,' and 'Default Fallback,' with the 'Setup Default Fallback' section active. In the main section, there is a text box to configure the bot's fallback message, which currently says 'sorry.' Below the text box are buttons for adding more text ('+ Text') and additional actions ('+ More'), with an option to 'Handover' the conversation to human agents. On the right, a preview of the bot's response shows the message 'sorry.' At the bottom right, there are buttons labeled 'Test 5Adesign' and 'Integrate.' A 'Train bot' button is visible but currently grayed out at the bottom.

Improvements

  • We’ve updated the Search Bar keywords.
A search interface showing the query 'test openai' in a search bar at the top. Below the search bar, a dropdown message states 'No results' and provides two clickable links: 'If you're searching for a user, Click here' and 'If you're searching for a bot, Click here.'
  • You can now search for a user’s name, email, and a bot’s name in our search bar.
  • When you search for a bot, you will be redirected directly to the chatbot list, where we’ll search for the bot.

Bug Fixes

  • We’ve fixed the issue where the chatbot failed to answer the responses like: “Thanks for sharing.”
  • We’ve fixed the issue where notes in the dashboard were not being updated correctly. 
  • We’ve fixed the issue where the team names were updated automatically. 
  • We’ve fixed the sound and notification issue
  • We’ve fixed the bug where the widget was not loading
  • We’ve fixed the bug where the context wasn’t working for the Kompose/OpenAI bot

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