April 2023
Studio
| New feature | Description |
|---|---|
| Dynamic AI based chat for goal based conversations | Our ChatGPT-powered feature guides users towards a goal, like lead generation, without the need for extra bot messages or context handling. The result is a more natural conversation experience, better goal completion rates, and higher bot conversion rates. This feature is in beta currently |
Insights
| New features | Description |
|---|---|
| Alerts to notify bot failures | Proactively monitor failures and issues in the bot by creating alerts to notify you when set rules are met. Learn more |
| Analyze your campaign performance with our new Campaign Notifications Report | Gain valuable insights into your campaign performance with our new report. Monitor important details such as campaign dates, template IDs, status updates, and message counts all in one place. You can easily download the report or schedule it to be sent to your email on a recurring basis, providing you with regular updates on your campaign performance. It is available under Metrics > Export. |
| Hourly grouping of timestamps for efficient data analysis | You can use the 'Group by Hourly' option to group timestamps while summarizing a table. |
Engage
| New feature | Description |
|---|---|
| Introducing a new channel in Flows: Outbound Campaigns on Google Business Messages | Flows now support a new outbound campaign channel, allowing you to utilise Google Business Messages (GBM) for your marketing campaigns. Learn more |
| Enhancement | Description |
|---|---|
| Automated location-specific data capture for web and Whatsapp bots to improve user records' accuracy and completeness | Our system now automatically captures location-specific information on your Web and WhatsApp bots. The Web bot uses the user's IP address to capture timezone and country, while the WhatsApp bot captures the user's country through their phone number. Learn more |
Channels
| Enhancements | Description |
|---|---|
| Introduced Favicons to enhance user experience with distinctive website icons | While a user is on a different page or screen, the widget displays a favicon along with a text message. |
| Domain whitelisting to protect your bot script and prevent unauthorized use | You can whitelist a set of domains on which your bot can be loaded, preventing others from copying your script and using the bot on their websites. Learn more |
| Mobile SDK resources made available in the deploy section for quick access to help | The Setup page includes help documentation links for the corresponding SDK under the Deploy section to assist in deploying a chat widget on your mobile application. Learn more |
| Introducing the Minimize Banner option to streamline the user experience for bots with multiple banners | If multiple banners are configured for a chatbot, they are automatically scrolled every five seconds. When this option is enabled, the close button is replaced with a minimize button. Learn more |
| Encrypt ymAuthenticationToken for enhanced protection | You can encrypt your tokens before loading the chat widget for added security. |
Integration
| New feature | Description |
|---|---|
| Simplified schedule management with MS Outlook | This integration lets you manage your Microsoft Outlook account from yellow.ai. You can easily create, reschedule, retrieve, and cancel online meetings and events, view the availability of others, suggest convenient meeting times, and attach files to events for easy organization. Learn more |
Voice
| New features | Description |
|---|---|
| User Raw Utterance Recording to analyze Speech-To-Text | Record user speech separately for each question to analyze STT accuracy. |
| Conversational Latency Recording to analyze factors impacting latency | Record turn-level conversational latency and atomic factors impacting latency (For example, STT time, NLP processing time, TTS time). |
| Sending Top 5 STT transcriptions with confidence for better user response | Send Top 5 utterances (including the highest confidence one) after STT to help NLP improve user response. |
| Configuration for Ignoring low volume/clarity voice for better experience | Ignore low volume/clarity voice transcription by setting a confidence factor. |
Inbox
| Enhancements | Description |
|---|---|
| Displaying agent alias name for agent's privacy | This allows agents to use an alias instead of their real name when communicating with customers. The customer will see the agent's alias name during conversations. However, we will maintain the agent's real name for reporting and monitoring purposes on the platform. This feature helps to protect the agent's privacy while still maintaining the highest level of customer service possible. Learn more |
| Text editor for no-code email ticketing | We have added a rich text editor that allows a more customized and user-friendly experience. The editor includes options such as attaching files, utilizing ticket variables, and formatting text. Learn more |
| Canned response search for accurate search results | Users can now search for canned responses based on both the keyword and the content of the response. This saves time and improves the accuracy of the search results. Please note that media type canned responses can only be searched using the defined keyword or tag. |
| Chat summarisation to understand bot conversations in one click | Summarise chat is an AI powered feature that automatically generates a summary of the entire conversation. This eliminates the need for agents to manually read through multiple exchanges between the bot, agent, and customer, and provides them the entire context of the ticket. Learn more |
| Tone selection for personalised conversations | With this agents can now select a different tone for their responses based on the customer's mood and the nature of the conversation. By selecting an appropriate tone, agents can create a more empathetic and personalized interaction with customers. Learn more |