March 2022

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

Conversation Assist 

Leveraging your brand’s knowledge and content helps to quickly solve problems and offer answers, with maximum automation.

KnowledgeAI with Conversation Assist, one of our Conversational AI applications, recommends your curated content or a dedicated bot to answer to common questions and issues. Conversation Assist evaluates messages and identifies consumer intent to then 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 in the Management Console 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 backgrounds during video calls (on the account level), to improve the consumer-facing, virtual shopping and customer care experience.