We are pleased to announce that our strategic partnership with LivePerson has enabled us to add a number of new features and services to our product roadmap!
What is being work on in Q4?
Messaging & Conversational AI - General Availability - Starting 30th November 2022
- Our new Agent Widget for Messaging along with Messaging engagements for all channels* will be available for existing customers and new customers/trial users of the new Messaging platform
- Social connect support will be generally available to customers on the new Messaging platform
- Conversation Builder bots will be generally available to customers on the new Messaging platform
- Intent manager will be generally available to customers on the new Messaging platform
- We will continue to support customers who use Chat engagements and the Chat widget
- Messaging engagements are now supported by our iOS and Android mobile SDKs
*The outbound Proactive Messaging feature is still being tested
Consulting Services - Available Q4 2022
- We have a professional team of experienced bot builders and intent tuners that are available to help make your bot and AI project successful - please reach out to our sales team for more info
What was delivered in Q1 & Q2?
Messaging Preview Release - Delivered Q2!
- Early access to our new Agent Widget for Messaging for existing customers
- A new embedded Dynamics 365 widget for Web Messaging (What is Messaging?)
- Support for asynchronous, resumable conversations
- SMS & Social Messaging Channel Connectors*
- Integrate popular 3rd party channels like Twilio SMS, FB Messenger, Instagram, Twitter, WhatsApp and more
- Agent side indicators to differentiate messaging channels
- Messaging data integrated into Dynamics
- Conversation history and metadata stored in your own Dynamics 365 environment
- Support for USD Desktop client
- Embedded Agent Widget for Messaging, compatible with Unified Service Desk (USD)
* Certain channels, like SMS, may incur 3rd party usage fees.
New Supervisor/Manager tools - Delivered Q2!
- A dedicated Manager workspace for Messaging Agent Managers
- Actively supervise key metrics like Queue length, CSAT levels and Agent utilization/efficiency in real time
- Join conversations, transfer to another skill or close as needed
- Search, filter and view current and previous conversations
Conversational AI Features - Delivered Q2!
- Conversation Builder
- Create your own bots using an interactive no-code/low-code dialog builder (What is Conversation Builder?)
- Select from a library of pre-built, industry specific automations
- Create intelligent pre conversation surveys
- Track and monitor bots just like any other agent
- Post Conversation Survey Bots
- Predefined interactions for capturing the standard survey metrics like NPS, CSAT and FCR
- Create closed-ended and open-ended questions to gather feedback on custom metrics
- Store survey results in your own Dynamics environment
- 3rd Party Bot support
- Provision and enable Bots from other vendors like IBM Watson, Google Dialogflow, Amazon Lex and Microsoft Bot Framework
- Intent Manager
- Natural Language Understanding
- Understand and recognise consumer needs using Artificial Intelligence (AI) and Machine Learning (ML)
- Train NLU models to detect and classify intention live during customer conversations
- Customer Intent driven experiences (What are Intents?)
- Dynamically route to the most effective agent for a given intent
- Build the right automations to enhance customer experience
- Natural Language Understanding
Safe Harbor
- Our roadmap is intended as an outline of our general product direction and so does not represent a commitment to product feature delivery.
- The development, release and timing of any features or functionality described remain at the sole discretion of CBA and are subject to change.