August 2024: Release 1 – Question Explorer

Summary

Our first release of August contains several polish items within the Customer Administration panel (CX Portal) including the updating of the “Top Intents” chart and the debut of a new page “Question Explorer” for chatbot clients to drill into which questions are being recognized when. We also made generally available the ability to redact all integrated answers in the admin panel. Groundwork code has been deployed for our generative AI expansion and EduView (formerly Advisor Assist Desktop) received an updated uniform attachment management interface across all ITSM integrations.

Enhancements

• Ability to redact all data returned from integrations as part of the chatbot transcripts within the Administration Panel is now available in GA. Customers wishing to enable this option should reach out to their account team.
• “Top Intents” chart is now more readable with proper labeling.
• Date Range will now be remembered across the Administration Panel reports, allowing you to change between screens and not have to re-set the date range. Several ranges were also expanded to support ranges up to 6 months vs 1 month.
• Chatbot customers will have a new page “Question Explorer” available within the Administration Panel. This page allows you to see all intents that have been used, sort by usage, and generate a pre-filtered list of conversations that use those intents. Additional improvements are queued for September releases.
• The attachment upload screen has been redesigned within EduView to be more usable and consistent across all systems.