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's in progress and planned for delivery in Q1-Q2?
Messaging Preview Release
- 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
- 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
- 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
- Dynamically route to the most effective agent for a given intent
- Build the right automations to enhance customer experience
- Natural Language Understanding
What's planned for Q3 and beyond?
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.