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A. Segmentation by Intent and Skill
Retrieves messaging conversation related metrics at the skill level. This method returns data on metrics which are calculated for each skill separately. The logic behind these metrics is based on segments of Messaging conversations, since one conversation can potentially go through many different skills in its lifetime. A…
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B. Co-pilot (Generative AI)
Not ready to make use of Generative AI and LLMs? No problem. You don't need to incorporate these technologies into your solution. The choice is yours: Use Conversation Assist with or without Generative AI. If you’re using Conversation Assist to offer answer recommendations to your agents, you can offer ones that are…
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C. Smart Ticketing
Widget functions I. Search capabilities a. Search categories (QA engineer to do Demo and description, Dev to do technical details how to do schema for search) User has ability to perform search for contact by name, email, phone number, case number: To perform a search user has to select one of the categories, enter keyword…