This release update provides an overview of the enhancements made to Comm100 Chatbot and the integration with the Ellucian system.
New Chatbot Actions
New actions are added to Chatbot Custom Answers. When editing answers for Chatbot Intents, you can use new actions: Achieve a goal and Ask AI a question.
New Action: Achieve a Goal
The Achieve a Goal action allows you to track the number of times that a specific action has been reached within the answer flow. Having a Goal action after certain actions helps you to easily track if the user has gone through a specific path in the flow. You can add a Goal action after the action you want to track.
Once the Goal is triggered, it can be recorded, and you can see the number of times that the Goal has been reached from the Goals report. The Goal action has no impact on the visitor side experience.
- The Achieve a goal action can be used in Live Chat and all Ticketing & Messaging channels.
- To learn more about how to use this action, see this article.
New Action: Ask AI a Question
For an NLP Chatbot, Generative Answers are generated by AI using the vast resources you provide, and Custom Answers are pre-defined responses to visitors’ specific questions. The Ask AI a Question action allows you to use generative answers in its predefined answer flow. When you are editing answers for Chatbot Intents, you can use the Ask AI a Question action to let AI generate an answer.
- The Ask AI a Question action can only be used in the Live Chat channel.
- To learn more about how to use this action, see this article.
Support for Confluence Knowledge Base Articles in Chatbot Generative Answers
Comm100 NLP Chatbot can provide generative answers through deep learning and analysis of the extensive information sources you provide. In addition to online public webpages, local files, and YouTube videos, Comm100 Chatbot also supports Knowledge Base articles from Confluence Cloud as information sources to answer visitors’ questions.
You need to connect your Confluence Cloud account to let the Chatbot use your Knowledge Base articles.
After connecting your Confluence account, you can add your Knowledge Base spaces as Content sources for the Chatbot to generate answers.
Integration with Ellucian
Ellucian is a software provider that offers products and services tailored for higher education institutions. If you are using the Ellucian system to manage student information, you can integrate your account with Comm100 to handle chats and tickets with data synced from Ellucian.
When setting up the integration, you can choose to integrate with Live Chat, Ticketing & Messaging, or both based on your requirements.
After integrating your Ellucian account, an Ellucian tab appears under the Live Chat and Ticketing & Messaging tab on the Agent Console. Your agents can view students’ information, The Ellucian tab shows the student’s information, and agents can edit the student. Agents’ changes can be updated to the Ellucian system automatically.
To learn more about how to integrate Ellucian, see this article.