October updates
1. Studio
1.1 Download API logs
| Enhancement
When there is an API issue, it is difficult to understand if our API calls are failing or if the client API is failing. To resolve this issue, we are storing all the API requests and responses to help establish the issues.
Learn more here.
1.2 Bulk testing of utterances on cloud
| New feature
To test utterances, the studio QA team had to check each utterance in the bot one by one. This is very time-consuming. To tackle this we have introduced a feature where users can bulk upload the utterances and test which flow/intent they are triggering.
Learn more here.
2. Marketplace
2.1 Added new marketplace components
| New feature
1. ITSM Automation
This template allows bot users to create a ticket, check ticket status, and connect with an agent.
Click to use the template.
2. Session based authentication using OTP
This template is used to authenticate the user using OTP and keep them authenticated until a certain period of inactivity.
Click to use the template.
3. IT service desk
This template allows users to raise ticket and contact support for laptop/system related issues, login issues, etc.
Click to use the template.
4. FAQ automation using document cognition
This template is designed to demonstrate the document cognition feature supported by Yellow.ai.
Click to use the template.
5. New course registration(send an email notification)
This template sends reminders to users on their email, when the user signs up for a course.
Click to use the template.
3. Integrations
3.1 Improvised logging
| Enhancement
Henceforth, there will be improved logging in general for our service which will help to deep dive further and analyze the root cause of issues.
3.2 Added new integrations
| New feature
1. Salesforce live chat
You can now disable/enable receiving queue updates and estimated wait time updates from the integration card UI.
Learn more here.
2. PayU payment gateway
You can now generate payment links that support UPI as payment mode and also are now allowed to pass the UDF5 body as a field for supporting Payments.
Learn more here.
3. Billdesk Integration
Billdesk Payment Gateway allows you to create UPI Intent for WA Pay, view the payment status, and Send UPI notifications with the yellow.ai platform.
Learn more here.
4. Nice In-Contact Integration
Nice In-contact allows you to seamlessly connect your Nice In-contact with the yellow.ai platform. This connector will enable it to connect end users to live agents.
Learn more here.
5. Instamojo Payment Integration
Instamojo Payment Gateway allows users to connect their business and generate payment links, view payment status, and create refunds with the yellow.ai platform.
Learn more here.
4. Insights
4.1 Bot & Agent metrics was added to enhance data points on the insights dashboard
| Enhancement
To further enrich our out-of-the-box analytics present on the Overview page of Insights, we have added some new and enhanced data points on the dashboard which will help users better analyse bot and agent performance with much more granularity, and without manual calculations. The 4 enhancements are:
- Messages bifurcation - Messages metrics under User Traffic is now further bifurcated into Bot & User and Agent & User.
Learn more here. - Sessions bifurcation - Sessions metrics is now divided further into Bot and Bot & Agent.
Learn more here. - Deflection rate - Percentage of sessions handled solely by the bot without transferring to a live agent. It is a measure of chats resolved by self-serve.
Learn more here. - User feedback - A new widget with an aggregate score of Bot CSAT and Agent CSAT on a scale of 1-5, along with percentage increase/decrease in the selected timeframe.
Learn more here.
5. Channel
5.1 Single/Multi Product message support (Catalog support) is now available on Cloud
| New feature
WhatsApp Product Message Support on Cloud Platform also known as the WhatsApp Catalog Support feature was available on the App platform and is now available on the Cloud Platform. There are two new Nodes that were introduced which will be required to send Product Messages on WhatsApp from the Business Catalogs.
- Single Product Message: This allows you to send a single product on a WhatsApp message with information like an image, description of the product, price, discounted price, etc.
- Multi Product Message: Multi-product message allows you to send an expandable Vertical Carousal message with a maximum of 30 Products for the user to go through and add to the cart or view each product individually as well.
This feature opens doors to all the Business to have basic to complex E-commerce use cases and sell products right on WhatsApp. This is not only limited to physical goods but can also be used to showcase digital goods like Insurance, loans, etc.
6. Voice
6.1 Wait music for APIs
| New feature
Wait Music can be played on the call while waiting for the API response, this can be configured through API node.
6.2 Revamped voice options
| Enhancement
Voice options are fine-tunable parameters for voice channels like what is the STT engine to be used, the maximum recording duration, the length of DTMF input, the list of boost phrases, etc. With the revamp, both the global and voice options are now classified under different buckets to provide a more intuitive and cleaner user experience in the Studio. There are also a few new voice options (DTMF finish char, Acknowledgement Message/filler words, and TTS Array) introduced for configuration on the yellow.ai platform.
References:
6.3 Voice bot number association
| Enhancement
The process of associating a phone number to a Voice Bot was manual and would take 1 - 2 days to process. To streamline this for the self-serve platform IVR is introduced in this release. Bot developers can now associate numbers to their bots directly on our Cloud portal through Channels > Interactive Voice Response (IVR).
Learn more here.