Account Manager - Role Overview

The account manager role provides full access to Bold360 AI.

The Account Manager is responsible for monitoring the day-to-day running of the Bold360 AI application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Bold360 AI interface. Account Managers have full access to the entire Bold360 AI back office, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role.

Add users

You can add new users to the back office. During the adding procedure, you will define their role, as either Agent, Knowledge Base Specialist, Account Watcher, or as another Account Manager.

To add new users:

From the Bold360 AI dashboard, go to Admin Center > Users.
Click the Add New User icon. The Add New User dialog is displayed, incorporating descriptions of each type of user.
Complete the fields and select the appropriate role, as required.
Click Update.

Add user groups

To add new user groups:

Note: If you have many users, and different Knowledge Bases within your system, you can create separate groups of users.

From the Bold360 AI dashboard, go to Admin Center > Users.
Click the Groups icon.
Click the Create Group link.
Give the group a name, and specify the values in the remaining parameters as required.
Click Save.

Manage tickets

You must ensure that all tickets are handled. Tickets need to have agents assigned to them. This can be done according to a number of methods; by the Agents themselves, if they have the correct privileges, or group permissions, or you can assign tickets to Agents.

To assign agents to handle new tickets:

From the Bold360 AI dashboard, navigate to the Tickets tab.
In the drop-down list, select New Tickets. The new and unassigned tickets are displayed.
Select the checkbox next to a ticket, and click the Assign button. A list of agents is displayed.
Click the name of the required agent to immediately assign them to the ticket.

Handle Open Tickets

Open tickets can be new tickets or tickets that require further investigation.

In the AI Console, go to Ticketing > Open Tickets.
You see a comprehensive list of all tickets that have not yet been closed, including tickets which require follow-up.
Select a ticket to work with.

Publish answers

When new answers are created, or existing answers are enhanced, they need to be published to the Knowledge Base. This is primarily one of the responsibilities of the Knowledge Base Specialist, but you also have permission to do this.

Optimize the Knowledge Base search

The knowledge base is the most crucial element of Bold360 AI. It comprises all the information that your customers could potentially require, encompassing all questions asked and answers provided.

Search Optimizer is a tool that enables you to ensure that the knowledge base fulfills its potential, and contains the most relevant and applicable information possible. By using Search Optimizer, you can fine tune and enhance your knowledge base, as it contains the most recent questions handled by the system, and you can see how each was handled; whether it was answered automatically, if the answer was indeed accurate and whether the question was escalated.

Optimizing the knowledge base is primarily the responsibility of the knowledge base specialist. The Account Manager is also responsible for ensuring that the knowledge base is continually optimized, but in a more supervisory role.

To optimize the knowledge base using Search Optimizer comprises the following:

All unanswered questions must be properly answered.
All escalated questions must be reviewed and provided with an accurate answer.
Note: Some escalated questions may also be unanswered questions.
New and improved answers should be published to knowledge base.

SLA (Service Level Agreement) tracking

If you are using the generic Bold360 AI ticketing system, you also have SLA tracking capabilities. As the Account Manager, you are responsible for configuring, tracking and maintaining Service Level Agreements (SLAs) with your company's customers. You are able to define response and resolution times, as well as set the hours of business for your customer support mechanism.

To access the SLA Tracking options, from the Bold360 AI dashboard, navigate to Settings > SLA Tracking.

Checking "Analytics"

One of the most important aspects of the position of Account Manager is to analyze the data received from the site, in order to stay on top of customer needs. Bold360 AI enables you to view analytics of a variety of elements of the site data, presented according to various periods of time (which are easily specified and adjusted).

To view the analytical information:

From the Bold360 AIdashboard, go to Analytics.
Each tab within this section of the application offers a different type of data analysis. The topics covered by Bold360 AI data analytics are:
- Return on investment (ROI)
- Conversions
- SLA
- Traffic
- Knowledge Base
- Search Log

You also have the option to create data analysis charts according to your own specific requirements in the Custom Charts option, according to traffic, usage, knowledge base size and usage, and users.