March 2022

Check out Conversation Cloud’s product highlights released in the past few months:


Conversation Assist 

Conversation Assist evaluates consumer messages for consumer intent to determine if a connected source can offer a recommendation. Agents use these recommendations to answer consumer questions leveraging KnowledgeAI, or bring in a bot to handle task.

  • Improve agent productivity and conversation outcomes by offering relevant Knowledge Base articles and bots to agents
  • Save agent time and improve conversation outcomes with recommendations from KnowledgeAI and bots - built with either Conversation Builder or third-party bot platforms
  • Set up answers and automated recommendations in a few clicks
  • Empower brands to continuously monitor and tune recommendation performance with rich self-service dashboards

Management Console updates 

Enhanced administrator experience that includes the ability to:

  • Gain access to your account's billing information directly from the Management Console
  • See all the details of your current plan in new ‘What’s in my plan?’ page, which includes a list of available features that are part of your package

Enhanced Benchmarking

More accurately benchmark your performance with new filters that draw a comparison by: vertical, industry, region, and conversation volume.

Custom virtual background for video calls

Use a custom, branded background during a video call (on the account level), to improve the consumer-facing, virtual shopping and customer care experience.

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