This release update provides an overview of the enhancement made to Comm100 Chatbot and Queue Management.

New Event Message for Chatbot

Add an Event message type: Event after Chatbot completes an answer. The new event allows you to define the Chatbot action after the Chatbot sends a Generative Answer, a high confidence Custom Answer, or finishes an answer flow of Small Talks. The default action for this event is empty.

To learn more about how to use event messages, see this article.

Support for SharePoint Online Files 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, YouTube videos, and Confluence Cloud Knowledge Bases, Comm100 Chatbot also supports SharePoint files as knowledge 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 SharePoint account, you can add your SharePoint Online files as Content sources for the Chatbot to generate answers.  

Generative Answers Support in Ticketing & Messaging Channels

In addition to Live Chat, Chatbot’s generative answers are now available in Ticketing & Messaging Channels.

• When creating a Chatbot, if you let the Chatbot to use generative answers, it can be deployed to Ticketing & Messaging channels like SMS, Facebook, Twitter, and more.
• When designing the Intents answer, you can use the Ask AI a question action in Ticketing & Messaging channels.
• The Token Usage metric, which reflects the usage of the Chatbot’s language processing capacity, is added to the Chatbot Usage report.

Queue Management Improvements

Improvements are made to Queue Management to enhance the user experience for both agents and waiting customers. The improvements include:

• Add a public waitlist to show customers the queue updates in real-time. After creating a queue, you can use the system generated waitlist link to display the list on a monitor.
   
• Add a Desk option for location settings. A desk is a physical or digital station where an agent provides service for customers. If a location has multiple desks, agents need to select the desk before serving customers, so that customers can know where to proceed when being summoned.
  
• Agents can hide some queues from their Agent Console so that they can focus on the ones requiring attention.
  
• Show customers’ history queue sessions so that agents can provide more informed and personalized services.