This release update provides an overview of the enhancements made to Comm100 Chatbot and Ticketing & Messaging.

Support for Google Drive 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 this release, cloud files stored on Google Drive are supported as the Chatbot’s knowledge sources.

To equip your Chatbot with your Google Drive files, you need to connect your Google Drive Cloud account from Apps & integrations > Google Drive Integration first.

After connecting your Google Drive account, you can add cloud directories from your Google Drive account as Content sources for the Chatbot to generate answers.

Chatbot Intent-Building Improvements

For a Chatbot using Custom Answers, a well-designed Intent pool is essential for the Chatbot to provide correct answers. In this release, a comment option is added to the actions constituting the answer flow, and the Intent building experience is improved for higher efficiency.

Add Comments for actions in the answer flow

The Chatbot Intent’s answer flow consists of a set of actions. A comment option is added to each action in the flow, which allows for easier cross-team collaboration on designing the Intent answers. Agents can add review comments to each action and reply to comments by other reviewers.

Improved Intent-Building Experience

The overall user experience for creating a new intent is improved. Specifically, an intent list is added to the Intent editing page. Agents can search for and filter the intent list quickly without exiting the current intent editing page.

More Options to Handle Tickets

In Ticketing & Messaging, more options are added for agents to handle tickets to enhance system flexibility and operation efficiency. When handling tickets from the Agent Console, agents can send batch replies to multiple tickets, split a ticket into another for separate follow-up, and link related or similar tickets.

Batch reply to tickets

The batch reply option allows agents to send the same response to multiple tickets with one operation. From the Agent Console, agents can select multiple tickets and then use the batch reply option.

Split a message in a ticket into another ticket

The split ticket option gives agents more flexibility when handling a single ticket from the same customer that involves multiple issues requiring different agents or departments.

Agents can split a message in a ticket into a new ticket or an existing ticket.

Link related tickets

The link tickets option allows agents to link multiple tickets about similar issues to facilitate ticket tracking and resolution. From the ticket’s Info tab, agents can add linked tickets by providing the ticket number.