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August 2024 Releases

Introducing Generative AI-Powered Analyze​

Launching Analyze, our groundbreaking solution designed to revolutionize the way brands leverage Generative AI for in-depth conversation analysis. This new feature empowers you to harness the full potential of AI in evaluating and enhancing customer interactions, ultimately driving superior bot performance and automation.

Key Benefits​

  • 30% Reduction in Ticket Volumes: Experience a significant decrease in the number of support tickets by enhancing your bot’s ability to handle and resolve inquiries more effectively.
  • 10% Increase in Containment Rates: Improve the rate at which your chatbot successfully addresses customer queries without human intervention.

What’s New with Analyze​

  • Advanced AI Analyst: Analyze employs state-of-the-art Generative AI to continuously monitor and refine chatbot performance. Its self-learning capabilities enable ongoing improvements based on real-time data.
  • Comprehensive Conversation Evaluation: The in-house LLM model assesses every conversation to measure resolution quality and user sentiment, ensuring more accurate and actionable insights.
  • Enhanced Knowledge Base Generation: By creating detailed topic clusters, Analyze helps in generating robust knowledge bases, streamlining bot responses and enhancing overall customer experience.

Harness the power of Analyze to optimize your customer interactions and drive greater efficiency with cutting-edge AI technology. Experience the transformative impact of this innovative tool on your customer service operations.

Custom Property Searchability in User360​

Enhancement:

You can now select which custom properties in User360 are searchable. This allows for more granular filtering and segmentation based on specific user attributes.

Key Changes:

  • Searchable properties: When a custom property is enabled for search, it becomes available as a filter option in User360.
  • Segmentation: Searchable custom properties can also be used to create targeted segments, enabling personalized communications and experiences.
  • System properties: System properties remain searchable by default and cannot be disabled.

Impact:

  • Existing segments: Existing segments will not be affected by this change.
  • Enhanced functionality: You will have greater flexibility in filtering and segmenting their user data based on custom properties.

Explore the new custom property searchability options in your User360 instance. For more information, refer to the User properties documentation.

Increased User Properties Limit in User360​

Expanded User Property Limit: The maximum number of user properties allowed in User360 has been increased to 300. This provides greater flexibility for storing and analyzing user data.

Try it out

Insights Enhancements​

New Email Preference:​

Health and API Failure Alerts: You can now customize your email notifications by subscribing or unsubscribing to Health and API failure alerts directly from your Account > Email preference settings.

Topic Analysis for Enhanced Automated Resolution Rates​

Topic analysis is now available under the Analyze module to help improve automated resolution rates.

Several new key metrics are now available for topic analysis to provide deeper insights into conversation performance.

Benefits:

Comprehensive Analysis: The expanded metrics provide a more complete picture of conversation performance and identify areas for improvement. Data-Driven Optimization: These metrics enable you to make data-driven decisions to enhance your bot's automated resolution rates and customer satisfaction. Targeted Improvements: By focusing on topics with high CR opportunity and low CR rates, you can prioritize your optimization efforts effectively.

Key Changes:

  • CR Opportunity: This metric represents the total opportunity a topic has to improve your overall automated resolution rate.
  • CR Share: This metric shows the proportion of conversations involving a particular topic compared to all conversations.
  • CR Rate: This metric measures the percentage of conversations on a topic that were not escalated to a human agent.
  • Sentiment: This metric assesses the sentiment of users during conversations about a specific topic, showing the percentage of positive, negative, and neutral conversations.

Explore Topic analysis

Enhanced Custom Dashboards with Funnel Creation and Formula Creation​

Expanded Custom Dashboard Features: Custom dashboards (reports) now include additional functionalities: funnel creation and formula creation for count visualizations.

Key Changes:

  • Funnel Creation: Users can easily create funnels within their custom dashboards to visualize the progression of data through different stages.
  • Formula Creation: Users can create custom formulas to calculate and display derived metrics, providing more flexibility in data analysis.

Explore the new funnel creation and formula creation options in the custom dashboard builder.

Custom Alerts for Saved Reports and Dashboards​

You can now set up custom alerts within Insights > Data Explorer > +Create Report or Insights > Data Explorer to receive notifications based on specific conditions defined in saved reports and dashboards.

Key Changes:

  • Proactive Monitoring: Custom alerts allow users to proactively monitor data trends and anomalies.
  • Triggered Notifications: Users can receive notifications via email or other channels when specified conditions are met.
  • Customized Alerts: Alerts can be tailored to specific data points and thresholds, ensuring that users receive relevant notifications.

Explore the custom alert