Auto-translated Search widgets supported by Geofluent
Geofluent translations are now also available in search widgets.
Important: This feature requires a Geofluent subscription that you can acquire by contacting Lionbridge. Lionbridge will provide you with the account key and secret you need to start using auto-translation. For more information, see How to use Geofluent for auto-translation in conversational mode?
Reporting support for Google Translate backed auto-translations in the search widgets
In search widgets, you can use Google Translate to provide on-the-fly translations for your international customers.
As of this release, you can view reports on customer queries in both the original and the translated languages, as well as the language of your customers. To see your reports, go to the Analytics > Translations page in the Bold360 ai Console.
You do not need an existing Google account to use Google Translate, but you must have the Widget features > Google Translate Auto-Translation for Search feature enabled. Contact your Success Manager if you want to use this feature.
File upload in the iOS and Android Harmony SDK
Customers on iOS and Android devices can now upload files to live agents. Files cannot exceed 10 MB in size.
Improvements to transferring the chat back to the bot
The bot can now display quick and persistent options to customers when taking the chat over from the live agent to do a specific task. The icons on the user interface have also been improved. The customer now has the following experience when chatting with the task bot.
Important: The following features are available for Beta customers only. Contact your Success Manager to try these features.
Grouping voice resolutions in the new Search Optimizer
Once a voice in the new Search Optimizer is selected to be resolved, article candidates are listed on the voice resolution panel in three sections:
- Related articles display articles that were presented as answer
- Search results display articles that are listed when you search for an article in the new Search Optimizer. These results are unrelated to customer searches. In the example below, the Search results section contains articles that the new Search Optimizer displayed when the Bold360 ai user searched for the term "mongol".
- Potential answers display articles that have some similarity to the voice but their similarity score was not high enough to be presented by the bot
Textual feedback panel in the new Search Optimizer
The new Search Optimizer displays the positive and negative feedback count. Once you click one of the categories, textual feedback messages are now also displayed.
Entity values are available in auto-complete when responding to the bot
Customers can now use auto-complete to choose from a list of options when chatting with the bot. This option is available when you use an entity in your conversational article.
In the following example, besides offering quick options for responses, the bot also presents possible responses based on the customer’s typing. This is useful when there are too many options to present as quick options.
Edit entity properties directly from the Article Editor
In the Article Editor, you can now edit the questions of a conversational article that the bot presents to your customers. You can click on the question that you want to modify and edit the Entity. Once you are done, save and publish your article.
Important: By updating a question in the article you do not change the question in the Entity. All other articles that refer to this Entity will present the original question defined when you set up that Entity.
Multi-card display for Entities is disabled by default
It is no longer necessary to define a multi-card display for conversational articles.
See the new features that previous release introduced: