{"id":21936,"date":"2024-10-03T09:39:40","date_gmt":"2024-10-03T09:39:40","guid":{"rendered":"https:\/\/www.kommunicate.io\/blog\/?p=21936"},"modified":"2025-01-22T06:12:09","modified_gmt":"2025-01-22T06:12:09","slug":"product-release-notes-september-2024","status":"publish","type":"post","link":"https:\/\/www.kommunicate.io\/blog\/product-release-notes-september-2024\/","title":{"rendered":"Here\u2019s What\u2019s New From September 2024 || Kommunicate Product Updates"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"800\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/Monthly-Product-Release-Notes-October-2022-July-2023-1.avif\" alt=\"&quot;Banner image featuring the title 'Monthly Product Release Notes' in large white and yellow text, with 'September 2024' written in a white box below. In the upper left corner is the logo of 'Kommunicate,' and on the right side of the image is an illustration of a sticky note pinned with an orange pushpin that says 'Product Notes' on it. The background is a solid purple color with dotted accents.&quot;\" class=\"wp-image-21937\"\/><\/figure>\n\n\n\n<p>This September, we shipped more than we slept. We have many releases that will smoothen the operation flows for global customer support leaders.&nbsp;<\/p>\n\n\n\n<p>This month, we worked on some great AI integrations and a new way to understand <a href=\"https:\/\/www.kommunicate.io\/blog\/the-role-of-ai-in-customer-engagement\/\">customer behavior.<\/a> Let\u2019s look at these features in detail.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-feature-updates\">Feature Updates<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-insights\">Insights<\/h3>\n\n\n\n<p>Searching the customer interaction database for actionable insights is complex and repetitive. To simplify this, we\u2019ve designed a new chatbot that helps support leaders get insights directly.&nbsp;<\/p>\n\n\n\n<p>Now, under the <strong>Insights <\/strong>tab on your <strong>Kommunicate Dashboard, <\/strong>you can ask about:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Your team\u2019s performance<\/li>\n\n\n\n<li>Commonly asked questions<\/li>\n\n\n\n<li>Improvement suggestions<\/li>\n\n\n\n<li>User likes and dislikes<\/li>\n\n\n\n<li>And much more<\/li>\n<\/ol>\n\n\n\n<p>The chatbot will fetch data about your conversations from the backend and give you actionable insights with data.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"899\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed.avif\" alt=\"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.\" class=\"wp-image-21942\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"902\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-1.avif\" alt=\"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\" class=\"wp-image-21943\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-gemini-bot-builder\">Gemini Bot Builder<\/h3>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"692\" height=\"500\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-2.avif\" alt=\"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\" class=\"wp-image-21944\"\/><\/figure>\n\n\n\n<p>We\u2019re now fully integrated with Google\u2019s latest Gemini model. Now, you can train your <a href=\"https:\/\/www.kommunicate.io\/blog\/understanding-customer-intent\/\">generative AI chatbot <\/a>with the latest Google model.&nbsp;<\/p>\n\n\n\n<p>Go to <strong>Bot Integrations <\/strong>and choose Gemini as your preferred model.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"899\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-3.avif\" alt=\"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.'\" class=\"wp-image-21945\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-anthropic-bot-builder\">Anthropic Bot Builder<\/h3>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"694\" height=\"550\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/image-20240920-105306-1-1.avif\" alt=\"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.\" class=\"wp-image-21950\"\/><\/figure>\n\n\n\n<p>We\u2019ve also incorporated the request Claude model into our Bot builder. Now, you can train your <a href=\"https:\/\/www.kommunicate.io\/blog\/what-are-chatbots\/\">chatbots<\/a> using the latest flagship models from Anthropic.&nbsp;<\/p>\n\n\n\n<p>Like Gemini, you must go to <strong>Bot Integrations <\/strong>and choose <strong>Claude <\/strong>to train your chatbots.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"901\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-1-1.avif\" alt=\"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.'\" class=\"wp-image-21951\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-re-sync-for-urls\">Re-Sync for URLs<\/h3>\n\n\n\n<p>Whenever you train your<a href=\"https:\/\/www.kommunicate.io\/blog\/what-is-a-chatbot\/\"> Kommunicate chatbot<\/a> on a website\u2019s data, the chatbot remembers the data from that particular date. With our new launch, you can <strong>re-sync<\/strong> your chatbot with the latest data on your webpage.&nbsp;<\/p>\n\n\n\n<p>Once you re-sync, your chatbot will be trained on all the updated webpages and answer customer questions with the latest information.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"903\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-2-1.avif\" alt=\"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.\" class=\"wp-image-21952\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-directly-assign-human-handover-from-fallback-messages\">Directly Assign Human Handover from Fallback Messages<\/h3>\n\n\n\n<p>You can add the action of \u201c<strong>Human handover<\/strong>\u201d to your bot\u2019s <a href=\"https:\/\/www.kommunicate.io\/what-is\/fallback-message\/\">fallback message<\/a> so that whenever the bot fails to answer a question, it goes to a human agent. This option is under the <strong>+ More <\/strong>tab under the <strong>Default Fallback <\/strong>message window.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"903\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-3-1-1.avif\" alt=\"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.\" class=\"wp-image-21955\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-improvements\">Improvements<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>We\u2019ve updated the Search Bar keywords.<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"572\" height=\"480\" src=\"https:\/\/www.kommunicate.io\/blog\/wp-content\/uploads\/2024\/10\/unnamed-4.avif\" alt=\"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.'\" class=\"wp-image-21956\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You can now search for a user\u2019s name, email, and a bot\u2019s name in our search bar.<\/li>\n\n\n\n<li>When you search for a bot, you will be redirected directly to the chatbot list, where we\u2019ll search for the bot.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-bug-fixes\">Bug Fixes<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We\u2019ve fixed the issue where the chatbot failed to answer the responses like: \u201cThanks for sharing.\u201d<\/li>\n\n\n\n<li>We\u2019ve fixed the issue where notes in the dashboard were not being updated correctly.&nbsp;<\/li>\n\n\n\n<li>We\u2019ve fixed the issue where the team names were updated automatically.&nbsp;<\/li>\n\n\n\n<li>We\u2019ve fixed the sound and notification issue<\/li>\n\n\n\n<li>We\u2019ve fixed the bug where the widget was not loading<\/li>\n\n\n\n<li>We\u2019ve fixed the bug where the context wasn\u2019t working for the Kompose\/OpenAI bot<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>This September, we shipped more than we slept. We have many releases that will smoothen the operation flows for global customer support leaders.&nbsp; This month, we worked on some great AI integrations and a new way to understand customer behavior. Let\u2019s look at these features in detail.&nbsp; Feature Updates Insights Searching the customer interaction database<\/p>\n","protected":false},"author":19,"featured_media":21937,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[23],"tags":[],"class_list":{"0":"post-21936","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-product-updates"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Kommunicate Blog \u2014 Insights on AI-Powered Customer Support<\/title>\n<meta name=\"description\" content=\"Improvements and feature releases from Kommunicate in the month of September 2024\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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