Welcome to the Genesys
DX Support Center

Support centers that run on Bold360 AI servers can be deployed as HTTPS.

If your site is secured and you have implemented the support center using iframe, then a secure connection must be set up in Bold360 AI including installing the necessary certificates.

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data sent between the web server and browsers remain private and integral.

Please ask your IT specialist to contact your support representative or Genesys DX support and provide the following information:

• Account name, for example: bold360
• Designated Certificate URL, for example: https://support.bold360.com
• The certificate (CRT or PEM) in a text file
  Note: Firewalls may filter other types of files.
• The private key in a text file
• The certificate expiration date, for example: 21/03/2022 (optional)
• Any additional comments (optional)

Important: For security reasons, text files should be password protected. You can create a password-protected ZIP for your text files, or use a protected shared folder when sending your certificate and private key files.

You can monitor the progress of your sales outreach on the sales dashboard, which provides you with a visual representation of your company?s sales KPIs (with a 2-hour latency). The sales dashboard allows you to have a better understanding of the overall revenue compared to campaign-driven conversions, the most successful conversion personas, and campaign trend progress indicators. As a result, you can optimize sales performance throughout a specific period, which ultimately increases top line revenue.

With the sales dashboard, you can monitor sales outreach performance to track conversion rate and conversions, determine behavioral patterns among customer segments and notify stakeholders about over- or under-performing product categories.

Since you can optimize your outreach strategy by A/B testing different treatments, the sales dashboard allows you to drill-down to the level of actions that target your customers.

Tip:

• The reporting dashboard is event-based: you must generate traffic for each of your campaigns and your A/B tested actions to see results. For example, if you defined an outreach campaign with two treatments that are A/B tested but only one of the treatments has been displayed to a customer yet, then the dashboard shows the campaign only with that particular treatment.
• Every widget of the reporting dashboard (except the funnel) is conversion-based: you must set up and track conversion events in your account to see results.

The top four charts show various conversion related information:

• Conversion Events ? displays the distribution of conversion events captured in the dashboard?s time interval
• Overall Revenue ? displays the overall income and average order size based on all conversion events
• Outreach Funnel ? provides a breakdown of the number of customers who were exposed to an outreach activity, started to interact with an outreach activity, and converted at the end
• Revenue by Outreach ? displays the overall income and average order size generated by Bold360 Acquire

The middle section of the reporting dashboard displays outreach level progress charts:

• Conversion Rate by Engagement Type ? shows the distribution of the different personas (outreach activity variations) who successfully generated a conversion event during the given engagement
• Campaign Success Rate ? displays the distribution of outreach activities presented for converted customers on a given day

The Conversion by Outreach A/B variations chart at the bottom of the page displays a more granular view of your outreach activities, grouped by A/B variations. This chart shows you the distribution of outreach activity variations presented for converted customers on a given day.

Related Articles

• What custom information can you define for your outreach activity?

With so many products and services to choose from, website buyers have a hard time determining what is right for them. Therefore, they often leave without making a purchase.

Acquire proactively guides website visitors through the discovery process and remove barriers to checkout with seamless proactive chatbot and human engagements that deliver personalized assistance at the right time.

By setting up an outreach campaign, you can decide how to get in touch with customers already on the website and how to approach them before a chat with the bot or a live agent starts.

For example, you can also differentiate between customers based on cart size. In this case, you can define two separate outreach activities: one for low-value cart size when the bot engages the customer, and another one for high-value cart size when a live agent helps the customer purchase items from your online store. Depending on cart size, the customer has different shopping experience.

You can use combinations of predefined invitations and widgets and essentially perform A/B test on your outreach campaign. To follow the progress of your outreach activities, see the Outreach Activity and Conversion Monitor.

You can define both proactive Acquire and regular (reactive) bots and chat windows for your website: the proactive Acquire deployment would serve as a sales bot, while the regular chat window would provide standard customer support. If you already have a chat window implemented, you can easily extend that window with Acquire capabilities.

Smart Advisor suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Important: Smart Advisor is available to agents if Bold360 Agent is integrated with Bold360 AI and it is enabled on both platforms. For more information contact your Customer Success Manager.

Smart Advisor is the intelligent search available in the Agent Workspace that agents can use while chatting with clients. It provides agents with access to the company?s knowledge base and enables collaboration between agents who chat with customers and knowledge base managers who create support and chatbot content. To learn about the difference between Smart Advisor and canned messages that are available in the Bold360 Agent platform, read this article.

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Smart Advisor is the intelligent search available in the Agent Workspace that agents can use while chatting with clients. It provides agents with access to the company’s knowledge base and enables collaboration between agents who chat with customers and knowledge base managers who create support and chatbot content. Smart Advisor 2.0 provides the following features:

Onboarding Cards

Smart Advisor displays onboarding cards by default, which enable agents to get up to speed on how to use the Smart Advisor panel. The content of the onboarding cards reflects the options enabled for Smart Advisor. For example, if comments are enabled, the related onboarding card is displayed.

FAQ

Smart Advisor can display an FAQ, which may include articles that provide answers to hot topics: for example, if there is an outage, knowledge base managers can add an article to the FAQ so that agents see that article first in Smart Advisor.

Context

To control what content is displayed in the Smart Advisor, the touchpoint can be set to take one or more contexts into consideration and only display articles that have the specified context. To learn more about how to set up the touchpoint in Bold360 AI, see this article in the Bold360 AI platform support center.

Article Information

Smart Advisor can display information about who updated the article last and when it was last updated. This information can be useful to agents: they can see whether the information is up to date and who they can contact about the article.

Labels

Smart Advisor can also display the labels associated with the article so that agents can decide if the content of the article is relevant to their query.

Articles with Links

Smart Advisor supports articles with links. Knowledge base managers can create articles that cover the initial question and detail the specifics in separate articles that readers can get to using quick buttons or links. This way agents can find the answers they’re looking for in an interactive way.

Comments

Agents can leave comments on how to improve an existing article. These comments are visible to all other agents in the Agent Workspace. Knowledge managers can find these comments on the Comments tab in the Article Editor for the relevant article.

Article Suggestion

Agents have two options to suggest content:

• By choosing the Suggest as article option next to an answer they just entered in the chat
• By choosing Suggest Article after their search yields no results

Either way, an article editor is displayed and they can provide a title for the article and enter content in the description field and submit their suggestion. Knowledge managers can find these articles in the Bold360 AI platform under Knowledge > Suggested articles.

Confidential Content

When Smart Advisor is enabled, knowledge managers can mark parts of an article’s content as confidential. Such parts are displayed differently in Smart Advisor and agents can’t copy them thus reducing the risk of sharing confidential information with people outside the company. For more information, see How can I mark parts of an article as confidential? in the Bold360 AI platform support center.

Bold360 AI contextual answers is a revolutionary automated solution that delivers context-based answers to your customers and helps drive sales and conversion rates while simultaneously reducing site abandonment.

Tip: Check out this video to see how context and article variations work.

This video is currently under construction. Thank you for your patience.

With contextual answers, you can control the visitor's experience. Visitors who ask the same question will receive different, tailored answers based on segmenting information available about them. You can create relevant answers for visitors based on the specific product or page that they are viewing, their subscription type (free/premium), their digital click stream, account balance, age, gender, their geographical location and many more. You can also associate different channeling options to different visitors using context.

In the AI Console, context can be associated with visitors and articles. Both can have none to several context values:

• The visitor?s context is set by the touchpoint. For instance, on web pages of a travel site which are related to hotels, the script calling the touchpoint will include a Product=Hotel parameter.
• An article may have several answers, each of which is mapped to one or more context values. For example, for the question "How do I change my reservation?" there could be one answer for flights and another for hotels.

How do I set up contextual answers?

Important: Contact your Customer Success Manager to enable contextual answers in your account and to add the required context categories to your knowledge base.

Once contextual answers are enabled for your account and the context categories are available, proceed as follows:

1. Add values to context category
2. Add context values to articles
3. Add context definition to website script
4. Implement context in Support Center
5. Implement contextual answers in FAQ
6. Use context in channeling policies

Related Articles

• How can I display different answers on different touchpoints?

Synonyms are used to enhance your Knowledge Base (KB) and improve search results. There are two types of synonyms in Bold360 AI:

• Local synonyms: The synonym repository in the KB which is created and maintained by your content management team. Local synonyms typically include words that are related to your business and serve as an extension to the list of global synonyms.
• Global synonyms: Language-specific global synonyms that Bold360 AI uses which are relevant across all verticals.

For your conversational flows, synonyms are especially important as you will have to anticipate the different ways customers are looking for your goods or services.

The following is an example of global and local synonyms as seen in the Article Editor:

When you look at the synonyms of create, you see that "add" and "make" are defined locally. At the same time, "build" and "open" are defined as global synonyms that are also applied when a customer enters an intent.

As the end user searches in the widget, Digital DX AI will display relevant results from answers with the corresponding context. These results are in addition to the generic answers (answers without context) that are displayed. Answers from conflicting contexts are not shown.

For example, in context 'tv', the user will get answers that are relevant to the TV, such as size.

Learn more

How to use context values in article titles

You can set different context values in the title of an article so that related content is maintained in the same article.

Note: You must have the Enable Conversation feature switched on for your account to use this feature.

You can tell Bold360 AI to send the ticket to additional email addresses by adding the targetEmailRecipient form value.

_nRepData["formValues"].push(["targetEmailRecipient", "direct", "target@email.com"]);

_nRepData["formValues"].push(["targetEmailRecipient", "direct", "supportTeamManager@myCompany.com"]);

Add an email address field as well as CC and BCC to the contact form.

1. Go to Channeling > Contact Forms and click Personalize under the widget you want to customize.
2. Choose the appropriate URL or knowledge base.
3. Click on the pencil button to customize the form.
4. Click Add new field and choose Email field.
5. Click the down arrow on the right side of the email field to see the settings and under the Textbox type choose CC or BCC.

Emails in Bold360 AI are handled through the ticketing system. Therefore, you must first create a new ticket:

1. In the AI Console, go to Ticketing > Open tickets.
2. Click the New tickets icon above the list of your tickets.
3. In the User Email field, enter the customer's email address where you want to send an email.
4. Make sure that the Send replies to this email address option is selected.
5. Click Create and Open to create the ticket.
6. Reply to the newly created ticket and click Send.

You can monitor the performance of your WhatsApp and Microsoft Teams messaging channels in the AI Console as well as the Agent Workspace.

Messaging applications in Digital DX AI enable you to communicate with your customers over popular messaging apps, such as WhatsApp and Microsoft Teams.

Note: Messaging applications are in beta. Contact your Customer Success Manager to learn more.

When you set up a messaging channel, you have the following options depending on your support needs:

• Provide bot-only support if you do not have human agents
• Provide agent-only support if you want your customers to always talk to a human agent
• Use the combination of bot and agent support, if you want the bot to cover out of hours support and help your agents during business hours

Note: You need access to the AI Console if you want to use a bot only on your messaging application. For an agent-only and a bot and agent experience you need to have access to both the Agent Workspace and the AI Console.

Customers can interact with agents on their favorite messaging application in their own pace. The connection between the customer and the agent is permanent from the customer's perspective. Customers can start and stop the conversation in the messaging application anytime without losing connection to the agent.

To learn more about what the experience is like for customers and agents, see these articles:

• What's the agent experience like?
• What's the customer experience like in WhatsApp?
• What's the customer experience like in Microsoft Teams?

Related Articles

• What's the agent experience like?
• What's the customer experience like in WhatsApp?
• What's the customer experience like in Microsoft Teams?
• How to monitor traffic on messaging channels
• How to set up a WhatsApp messaging channel
• How to set up a Microsoft Teams messaging channel
• How to configure Digital DX AI after setting up a messaging channel
• How to configure Digital DX Agent after setting up a messaging channel
• How to configure messaging channels

Fallback messages enable the bot to provide a response when there is no result or there are multiple options based on the user's input.

When there is one result based on the user's responses, you set up the final answer presented to the user in the body of the article that uses the entity. There could be multiple possible results or no result based on the user's responses. you define what happens in these cases in the Fallback Messages section of the entity.

No results

You can define a fallback message that is presented when the user's answers match the data in the entity source file, but there is no result in the entity that fits the customer's answers. Using the example in this article, if the customer is asking for an iPhone 7 with a 10 megapixel camera, the no result fallback message is presented as iPhone 7 and 10 megapixels are both part of the entity file, in model and camera pixels respectively, but there is no iPhone 7 with a 10 megapixel camera in the database. If however, the customer is asking for a Sony phone, which is not one of the brands in the file, the bot returns the error message defined in the widget configuration.

The fallback message for no result can be either a statement or an article. A statement is plain text that is displayed to the user.

Note: You can't select an article that contains an entity as a no result fallback message.

For custom entities, the message or article you define here is displayed when the customer provided wrong input more times than the property's error message is set to be displayed. For example, you have a property where detect is set to Email, the bot query is What's your email address? and the error message is Please provide an email address. which is set to be displayed 3 times. When the user fails to provide an email address for the fourth time, the fallback message or article is displayed.

Multiple results

When there is more than one result to present, you can set up the bot to generate a carousel of these results. In the Fallback Messages section of the entity page, set what cards in the carousel should look like: specify the property to be presented as title and subtitle, and if you have images in the data source, you can also provide an image property. Using the example in this article, you could have:

Tip: If you don't want to have a carousel of different results, you can use Quick Options instead. See What are the property options for data source entities? for more information.

API Invalid response (for API-based entities only)

Note: This option is displayed only when you provide a link to an API in the Data Source URL field. When your entity reads data through an API, the API may return an invalid response. For example, if your API receives invalid input from the customer or when the API server is unavailable. For these cases, you can define an error statement that is to be presented to the customer.

Related Articles

• What are entities?
• How do data source entities work?
• How to use custom entities
• How to create API-based entities
• What are the property options for data source entities?
• What are the display settings for API-based entities?

When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.

These instant answers ultimately provide better user experience and increase agent efficiency: they allow agents to spend less time searching for answers, and improve Average Speed to Answer (ASA) in reporting.

Note: This feature is only available with a Bold360 AI platform account.

Important: You must have the Actions > Chats > Suggest response as Smart Advisor article permission enabled to use this feature.

During a conversation with the chatbot, customers have the option to connect to an available agent, if there are any. When the chat is transferred, the agent can view the full history of the conversation between the customer and the chatbot and continue that thread. The customer and the agent always use the same set of knowledge base articles.

When the customer sends a message to an agent, the chatbot analyzes that message and offers the most relevant answers to the customer's messages. These answers are listed on the Smart Advisor panel, which replaces the Canned Messages panel when the customer chats in a Bold360 ai chat window. Smart Advisor considers only those customer messages that have been sent since the agent's last interaction.

To copy the best answer to the message panel, click that response. You can edit your message before sending.

If your articles have contexts as well, you can select the relevant article variation from Smart Advisor panel.

The Digital DX AI platform offers customers chatbot-enabled self-service and introduces Smart Advisor, which provides agents with the best possible answers to customer questions during chat. The chatbot handles customer queries and provides a consistent front-line customer care experience. This way, Digital DX delivers the best of both chatbots and agents to solve customer issues.

Note: This feature is only available with a Digital DXAI platform account.

With your Digital DX AI platform account, you also get access to the Web Admin Console, where you can customize your AI-enabled chat window. Here you can also manage the content of the knowledge base that contains help articles that both the chatbot and the Smart Advisor panel show. The Digital DX AI platform is a service that provides a chat window with AI-enabled customer assistance after it is integrated into Digital DX. The layout of the chat window and the content of the help articles are controlled by the AI Console.

To use Digital DX AI, you must set up a link between the Web Admin Center and the AI Console by creating API keys:

• To use the chatbot, create an API key, which connects the Digital DX AI and Agent platforms
• To set up channeling, create a Digital DX Agent API access key. Depending on the number of channeling paths, you may have to create multiple Digital DX API access keys.

If set up correctly, customers receive self-service help from the chatbot and agents can use Smart Advisor to answer customer queries. See Smart Advisor: Chatbot-assisted conversations.

About channeling

When your customers request help from a human agent while interacting with the bot, the chat is escalated to a live agent in your organization. In the Web Admin Console (for the AI platform), chat escalation is called channeling. You may set up multiple channels to cater for your customers' needs. For example, you may use different knowledge bases to serve different audiences, in which case you must set up a channel for each knowledge base. With the Digital DX Agent API access key, channel settings are linked to a chat window and during channeling these settings are applied.

Whether customers receive help from the bot or chat with a live agent, they see the same chat window. Customers do not experience any change when a chat is seamlessly transferred from the chatbot to a live agent. They continue the conversation in the same window.

Figure 1. Customer's view when Digital DX AI is activated

Related Articles

• Integrate a chatbot into Digital DX

Learn how to best set up the end of the conversation with the bot to make the most of the bot experience.

We recommend you provide a way to reengage the bot when your interaction is over, for example, as a response to Goodbye set Happy to help! Say 'hi' again if you need anything.. This way you make it easy for the user to reengage the bot when they come back.

Learn how to best set up an introduction message for the bot to make the most of the bot experience.

When the widget is presented, display an introduction that follows these guidelines to set proper expectations:

• Let customers know they are chatting with a bot or virtual assistant and not a live person. We recommend you include terms like bot or virtual assistant in the introduction message. Be consistent in how you refer to the chatbot.

  

• Give a few examples or some explanation on what the bot can and can't answer, for example, I understand short and simple questions best.
• Tell customers what happens if the bot can't help, for example, they can start a live chat or call customer service, depending on what channeling you have set up.

Making clear that the customer is engaging with a bot and not a human being sets the customer?s expectations and prevents disappointment and frustration. It also encourages the customer to phrase their questions appropriately.

Tip: We recommend adding the introduction message as an FAQ title in the widget configuration, rather than specifying an auto question. An auto question may count as an interaction and therefore engagement and as such could end up in reporting.

Related Articles

• What are the best practices for ending a conversation with the bot?

Bold360 AI platform delivers a conversational bot solution that leverages our Contextual-Answers technology together with our proprietary Natural Language Processing solution.

The conversational platform provides a messaging-based user experience in which the Bold360 AI engine gathers information from the customer similarly to how a human agent would do in a regular conversation. Based on customer input and the engine's search capabilities, the conversational bot provides the customer relevant information.

Like other Bold360 AI widgets, the conversational bot can be deployed across multiple touchpoints. Bold360 AI allows for dynamic selection of parameters that can be based either on integration with your API or on dynamic lists that you provide to retrieve information. Here's what makes the conversational bot unique:

• Continuous conversation
• Conversational prompts
• Dynamic content and personalization
• Buttons and selection options
• Image Galleries

Continuous conversations

You can customize the bot's "memory" and define the context in which the bot will remember pieces of the conversation. The bot's ability to remember context enables the conversation. In the following example, the bot remembers that the context is currency exchange:

Conversational prompts

Just as with live agents engaging in real conversations, you can teach the bot to ask follow-up questions to gather the information it needs to answer the customer's question. In essence, the bot identifies the customer's intent and prompts for further information.

The following is an example with multiple prompts:

Dynamic content and personalization

You can define one article (one answer) that would answer a question based on dynamic information that comes from either an API or a dynamic table. The integration with your API can drive personalization in the bot and can answer questions like "What is the status of my claim?" or "How many miles are available for me to redeem?"

You can also use a dynamic table to retrieve information based on context as shown in the following example, where a single article is used to retrieve parameter-based information.

Example

Buttons and selection options

Buttons allow you to add structure to the bot conversation and offer article-specific and follow-up actions. These buttons can either point to other articles/content, open a URL, or offer click-to-call.

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

Image galleries help bring life and color into the bot conversation. You can use multiple images that the customer can scroll through and take action. You can also use them for product pictures and offers and have the user select between different products.

Example

Bold360 AI delivers a cutting-edge support chat bot solution utilizing the combination of our patented Contextual-Answers technology and proprietary Natural Language Processing (NLP) algorithm.

We enable customers to speak freely and be understood in any language, as if they were speaking to a live agent.

Deploying Bold360 AI's messenger bot as part of our holistic self-service solution creates a seamless, consistent self-service experience across all touchpoints.

Every article has an inner and an outer URL.

So, for example, you have:

URL # 1: https://support.mysite.com/Contact-us/864734431/Contact-us.htm

• An internal iframe URL such as: https://support.mysite.com/Contact-us/864734431/Contact-us.htm
• An outer URL (where the iframe is inserted): https://www.mysite.com/en/support#/path/Contact-us/864734431/Contact-us.htm

There are two ways to proceed from here:

1. Change the contact us page address from the internal URL to the outer URL
2. Ask your Bold360 AI Customer Success Manager to leverage the option that prevents the opening of a support center iframe as a standalone. Instead, if we detect that the page doesn't have a parent, we automatically redirect to the outer URL. In this option you don't have to change the addresses.

Please get back to us on which option you would rather use.

In order to set the context, add a js function to your hosting page:

<script>
function setContextNanorepSupportPage(){
  return "< context Type >=< context Value >"
}
< /script >

Important: Remove the context from the iframe src if it was set there. For example:

<script>
function setContextNanorepSupportPage(){
  return "Device=Mobile"
}
< /script >

If you have initial content that can be imported, it is a matter of two to three weeks until you can get Bold360 AI up and running.

<!-- embedded support center code start -->
<div id="nanorep-support-center"></div>
<script>
! function(t, e, o, n, c) {
    var s = this.nanorep = this.nanorep || {};
    s = s[e] = s[e] || {}, s.host = c, s.path = n, s.domain = t, s.protocol = "https:" === location.protocol ? "https:" : "http:", s.on = s.on || function() { s._calls = s._calls || [], s._calls.push([].slice.call(arguments)) };
    var a = document.createElement("script");
    a.async = a.defer = !0, a.setAttribute("src", s.protocol + "//" + c + n + o), document.getElementsByTagName("head")[0].appendChild(a)
}("your_support_center_domain", "supportCenter", "support-center.js", "/web/", "your_account_name.nanorep.co");
</script>
<!-- embedded support center code end -->

<script src="//<%Site.nanoRepDomain%>/web/support-center.js"></script>
<script>
nanorep.supportCenter.init({  
            noDirectDomainAccess: false, // use "true" to disable direct access to support center     
            supportCenterDomain: '<%Site.nanoRepDomain%>', // Support center subdomain     
            mainSiteURL: '<%Site.MainSiteUrl%>', // Parent page URL     urlPrefix: '#/path' //prefix path for URL hash   });
</script>

For instructions on how to implement these examples see How to customize the Slim widget? guide.

#nanorep-embedded-widget {
width: 500px; 
}

.widget-embedded--support-center .query-field__placeholder,
.query-field__input {
    padding: 25px 15px 25px;
    /* padding bottom, padding right, padding top */
    line-height: 20px;
    /* should not be less than font-size value */
    font-size: 25px;
    /* should not be bigger than height value height: 90px; }

.answer-header__title-text-node {
    font-family: 'Josefin Sans', sans-serif;
    /* If you use custom font, make sure to link it at parent page */
    font-size: 20px;
    font-weight: bold;
    /* Bold text */
    text-decoration: underline;
    /* Underlined text */
    font-style: italic;
    /* Italic text */
    color: green;
    /* Font color. You can also use color set in HEX or RGB format */
}

.answer-body__html { font-family: 'Josefin Sans', sans-serif; }

[nr-normalize] a { text-decoration: none ; cursor: pointer ; color: red ; }

You can implement a support center as a standalone or you can use iframe.

Bold360 AI offers multiple designs for SEO-friendly support pages which include both free search capability and dynamic navigational FAQ hierarchy.

Google can crawl iframes on a website and is indexing the URLs of the iframe itself, not the parent URL. The same applies to the links inside the iframe. The iframe URL and the URL of the links within the iframe point to a subdomain. You can read more about the effect of using a sub-domain on your Google ranking here.

The challenge when setting up a support center is to avoid Google opening the iframe page instead of the support center page.

A few tips on how to promote your internal support center and bot.

In case you recently set up an internal support center or a bot for your agents, here are a few tips on how you could promote their use among your agents:

• Naming competition: ask agents to name the support center or bot and announce the winner.
• Most questions competition: highlight agents or teams who ask the most questions.
• Easter eggs: hide articles about off-topic questions in the knowledge base and ask agents to find them, announce the winner.
• Ask agents for feedback: make sure your team has the option to provide feedback about the support center or the bot. Also ensure that their imporvements are made based on their feedback.

The Support Center is also trackable with the Bold360 AI Analytics functionality.

From within your Bold360 AI account, go to Analytics > Custom Charts > Support Center.

The following parameters are available for analytics tracking:

• Visits
• Page Loads
• Organic Visits (visits generated via search engines rather than paid advertisements)
• Total resolved by Support Center

The SC Referrer is a field in reporting. This field enables you to view which page in SC the user opened before reaching an article (Whether it was from FAQ in homepage, Label page or link from another article).

In the report the Values will be displayed as a URL (of the SC page). If the referrer is not in the support center (for example, an external link), the value will be displayed as empty.

To create this report, go to Analytics > Reports. Create a report according to your needs. Below is an example of how to create a report:

The results will be displayed as follows:

Content can be extracted from your current content management system and uploaded into Bold360 AI using the attached Excel template.

The fields to be captured per article:

Column 1- article title

Column 2 - article body. The article body is preferably to be provided with HTML formatting.

Column 3 - article labels. For general information about labels click here.

Column 4 and on - article contexts and context values. Each column should represent a single context type. Within this column for each article capture the relevant context values. For general information on Context see What are Bold360 AI contextual answers?

In order to upload the content please contact your Success Manager or send the file to support.

Follow these guidelines about how to phrase intents and create article content to make the most of Bold360 AI's Natural Language Processing (NLP) algorithm.

When phrasing intents, keep in mind the following:

• It?s best to phrase the intent as a question in natural language.
• Bold360 AI?s NLP algorithm works best with questions that are three to eight words long.
• Boring is good, so be consistent in how you formulate intents.
• Use a single statement as intent, for example, What do I do if I can't log in? and avoid phrasings like What do I do if I cannot login, my password is rejected??. Add alternatives ways of asking about the same issue as phrasings to the article.
• Avoid using acronyms and descriptions in titles like Is PayPal (PP) accepted?. Add synonyms for acronyms. Create phrasings for acronyms that are composed of three or more words.
• Turn off autocomplete for articles like error messages and negative articles like I want to cancel by unselecting Search and Auto-Complete on the Visibility tab for the article.
  Note: You can also turn off autocomplete for phrasings if necessary.

When composing the answers, remember to:

• Keep them short.
• Engage readers using a variety of media: pictures, videos, gifs, tables and so on.
• Use formatting options like bold, italics, underlining, bullets and so on.
• Display content on multiple pages if needed; it is a good way to break up look articles to make them more digestible to the reader.
• Take into consideration that the content may be consumed on a variety of interfaces: mobile, floating widget, support page and so on.
• Create focused questions and answers and consider what the user really needs, for example, full user guide or steps on how to use the image button.
• Use channeling instead of including phone numbers directly in the article answer body, especially when deflection from the phone channel is measured?.
• Periodically revise your FAQs to keep suggested responses relevant.
• Use conversational flows and article trees when you need more information from customer to provide an answer.
• Use hyperlinks and ensure that the bot follows, or the link opens in a new tab:
  • Use when answering the question is best done by pointing to a page with a lot of information for user to explore.
  • Use when information is constantly changing and updates are made to that page rather than having to update the article.

The SEO and knowledge base export API "pushes" question and answer information from the Bold360 AI knowledge base into the page source.

This way the information becomes visible to search engine bots, resulting in more traffic being driven to the website, and users being able to ask questions via Google, or any other search engine, and being directed straight to your website without using the Bold360 AI widget.

https://my.Nanorep.com/common/api/kbExport.xml?param=value&param=value

https://my.Nanorep.com/common/api/kbExport.xml?account=ACCOUNTNAME&apiKey=APIKEY&kb=English&plainText=true

<?xml version="1.0" encoding="utf-8"?>
<NanorepExport account='Nanorep' kb='633763325358580000'>
        <article id='633915887117827492' isOffline='False'>
                <title>
                        <![CDATA[How much does it cost?]]>
                </title>
                <body>
                        <![CDATA[<p>For detailed packages &amp; pricing information, <a href="http://www.Nanorep.com/index.php?page=prices" target="_blank">click here</a></p>]]></body>
        </article>
        <article id='633915887117827588' isOffline='False'>
                <contextInfo>
                        <context id='Page Type' value='General' />
                </contextInfo>
                <title>
                        <![CDATA[What is Nanorep?]]>
                </title>
                <body>
                        <![CDATA[<p>Bold360 ai is a self-service customer support &amp; service solution. It is designed to improve customer engagement and prevent website or cart abandonment by delivering instant, accurate answers to customers&#39; questions with no waiting queues what so ever.<br />&<br /></p>]]></body>
        </article>
        <article id='141286' isOffline='False'>
                <title>
                        <![CDATA[What happens when I exceed the number of questions in a given month?]]>
                </title>
                <body>
                        <![CDATA[<p>We understand that due to seasonal changes, promotions or campaigns, there can be spikes in the Q&amp;A&rsquo;s traffic.</p><p>In these cases, it won&#39;t be necessary to upgrade to a premium package.</p><p>However, in cases where there is a consistent increase in Bold360 ai&#39;s usage for more than a month, a notification on the outgrown support package&will be sent to the customer and an upgrade plan will be offered.</p>]]></body>
        </article>
                <meta skipped='0' exported='3' totalArticles='3'/>
</NanorepExport>

Yes, Bold360 AI supports multiple websites from a single knowledge-base, but you must set up a separate widget for all your websites.

However, it is recommended to separate the knowledge-bases in case of completely different content.

For more information, see How do I add another knowledge base? and What widgets do you provide and how can I add them to my website?

Follow these best practices and guidelines to build a knowledge base that knowledge base managers can work with efficiently and where customers can find answers to their questions with ease.

Bold360 AI offers various options you can use to optimize your content:

• Links to connect related articles to each other for easier findability
• Labels to organize content in your knowledge base and group articles in the support center
• Phrasings to make sure readers find relevant content when they use wordings other than the intent
• Synonyms to cover similar words thus minimize the number of phrasings
• Context to keep internal and external content separate, offer different escalation channel options based on customer type and so on
• Article variations to create alternative answers to the same question for different audiences
• User groups and permissions to provide access to a specific knowledge base or a subset of one
• Content management workflow to ensure the quality of the content
• Search Optimizer to help knowledge base managers follow up on customer voices and improve content and phrasings

Note: Use this reference for Arcade and Modern widgets.

Important: If you have already customized a domain for the current URL, the API cannot be used.

_nRepData["kb"] = "hebrew";
// or 
_nRepData["kb"] = "496477";

To use the API for a specific widget add the following:

_nRepData["embed"] =
{ 
  "kb": "hebrew"
}

To view Knowledge Base analytics, go to Analytics > Knowledge Base.

Most Popular

The most commonly asked questions.

Most Escalated

The questions that most often lead to escalations.

Most Liked

Questions that received the most "like" responses.

Most Disliked

Questions that received the most "dislike" responses.

Tip:

• Click any question to see a graphic visualization of a question's trend over time.
• Use the search box (by keyword) to filter by any specific question. The filter applies to all four charts.
• When applicable, Context is shown in parentheses.

The knowledge base manager role provides access to the AI Console in a way that the user can perform tasks related to maintaining and optimizing the knowledge base.

The Knowledge Base Manager holds an extremely important role, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the Digital DX AI system and effective customer service.

The Knowledge Base Manager performs their tasks the Knowledge and Search Optimizer pages. These tasks comprise searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, writing new answers, editing existing answers, merging existing answers, adding phrasings to articles and adding synonyms.

Managing the Knowledge Base comprises several tasks which should be performed on a regular basis. You are responsible for general "housekeeping" of Search Optimizer, by maintaining it daily. This involves deleting unnecessary questions, merging questions asked in a different manner to previous questions with existing answers that also fit them, and adding new answers.

The tasks of the Knowledge Base Manager are all intended to optimize the Knowledge Base:

• Optimize the Knowledge Base
• Finding questions that require answers (Filtering, Answering, Merging and Phrasings)
• Adding to and enhancing the Knowledge Base (Writing new answers, publishing existing drafts)

The Knowledge Base Usage chart shows you how many questions were added or deleted in the knowledge base over a period of time.

To view the chart, in Bold360 AI, go to Analytics > Knowledge Base.

The Knowledge Base Usage Chart provides you with a brief overview of how customer support has been operating over a specified period of time. This data enables you to ascertain how your customer team is functioning.

The legend for the Knowledge Base Usage Chart is as follows:

• The green line indicates the number of answers that were added to the Knowledge Base.
• The blue line indicates the number of answers deleted.

See also: Knowledge Base size Chart

To view the Knowledge Base Size Chart, in Bold360 AI, go to Analytics > Knowledge Base.

The Knowledge Base Size Chart shows you the volume of questions (including phrasings) and answers in the knowledge base. It also displays the volume of tickets in the inbox and the volume of items in the publishing center under the publish answers tab on a time scale.

All these metrics give you the progress of the system's learning process and knowledge base growth.

Notes:

• The yellow line shows the number of questions and phrasings
• The red line shown the number of answers.
• The blue line shows the number of items in the publishing center under the publish answers tab
• The green line shows the number of tickets in the inbox

See also: What is the Knowledge Base Usage Chart

Learn what to consider before adding a new knowledge base.

When you use a single Knowledge Base for multiple websites

Bold360 AI can support multiple websites from a single knowledge base.

If you have similar content with some modifications based on different categories or websites, you shouldn't create another knowledge base but rather use just one knowledge base with contextual answers. Web visitors can ask the same question, and get different answers based on any differentiating information you have on a customer such as the product or page they're currently looking at. See What are Bold360 AI contextual answers? to learn more.

When you have multiple Knowledge Bases

It is recommended to have separate knowledge bases for completely different content, for example, for internal and external use, completely different websites, a dedicated knowledge base per language and so on.

If you'd like to have an additional knowledge base, contact your Customer Success Manger.

The knowledge base launchpad in Bold360 AI enables content managers to jumpstart a knowledge base.

Note: The knowledge base launchpad is not available by default, it must be enabled for the knowledge base on account level. For more information contact your Customer Success Manager.

The knowledge base launchpad offers several packages content managers can choose from depending on the nature of the knowledge base they want to set up. The packages contain a set of intents with phrasings which serve as examples and guidance for content creation and can be changed. To access the knowledge base launchpad, go to Knowledge > Launchpad.

With the knowledge base launchpad, content managers can:

1. Select from a list of predefined content packages
2. Review the content of the package
3. Edit the content of the package such as edit the intent, the phrasings and the content of the article
4. Delete articles from the list that are not needed and add new ones
5. Set articles live
6. Launch the entire package or specific articles of the package to the knowledge base

See How to use the knowledge base launchpad to learn more about how to use the launchpad.

Bold360 AI offers automatic language translation using multiple language translation engines. The translation engine supports more than 34 languages.

Features and Benefits

• Language is detected automatically.
• Answers and widget interfaces are automatically translated.
• Once the translation symbol is shown, customers can see the text in the original language by clicking on the symbol.

There are two recommended ways to support your customers in various languages:

• Use one knowledge-base for your local language and provide on-the-fly automatic translations. Read more here.
• Create several knowledge-bases; one for each language. This option will ensure more accurate translations. Read more here

Depending on which feature of Bold360 AI you use, the following languages are supported:

In Conversational widgets

Dutch	English	French
German	Hebrew	Hindi
Norwegian	Spanish	Turkish

In Search widgets

Arabic	Azerbaijani	Bulgarian	Chinese	Croatian	Czech
Danish	Dutch	English	Estonian	Finnish	French
German	Greek	Hebrew	Hindi	Hungarian	Icelandic
Indonesian	Italian	Japanese	Korean	Latvian	Lithuanian
Malay	Maltese	Norwegian	Polish	Portuguese	Romanian
Russian	Serbian	Slovak	Slovenian	Spanish	Swedish
Thai	Turkish	Vietnamese

In the customer chat window

Afrikaans*	Arabic*	Bengali*	Bulgarian*	Chinese (Simplified)*	Chinese (Traditional)*
Croatian*	Czech*	Danish*	Dutch	English (UK)*	Finnish*
French	French (Canadian)*	German	Greek*	Hebrew*	Hindi*
Hungarian*	Icelandic*	Indonesian*	Irish*	Italian	Japanese
Korean	Malay*	Norwegian (Bokmal)*	Norwegian (Nyorsk)*	Polish*	Portuguese*
Portuguese (Brazilian)*	Punjabi*	Romanian*	Russian*	Slovak*	Spanish
Swedish*	Thai*	Turkish*	Ukrainian*	Vietnamese*

* You need to translate the branding of the chat windows.

In the Bold360 Agent Workspace

Dutch	English	French	French (Canadian)	German	Hungarian
Italian	Japanese	Korean	Portuguese (Brazilian)	Spanish

When using Quick Action buttons, a special event can be created.

An event can be setting a new context or changing an entity value. Events can help you gather more information about your users and their specific preferences so that the bot can present the most relevant content for them.

For example, let?s say we have a context called User Type, and its value are Basic and Advanced. Suppose we have an article providing a general overview of our product. We can add a quick button like Learn more with an event that changes the User Type context to Advanced. Therefore, when the bot displays the Learn more article, it presents the variation of the article that has Advanced context.

Important: For a context value to be successfully set using an event, the context category must have Detect from user search enabled.

How else can you use context-based quick action buttons?

Let's say, you want to offer different shipping information for website visitors who are currently looking at an item and visitors who have actually purchased that item. In this case, you can create a shipping-related article with two variations: one where the context called purchased is set to true and one without any context defined. Then in your main article, you create the quick action button and define an event to open the shipping-related article when the visitor clicks that button. In this case, visitors who are just looking for an item may find general shipping information, while customers who have purchased that item may see the date when they are supposed to receive their products.

Tip: You can use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.

Related Articles

• What are entities?

Digital DX AI provides an out-of-the-box accessibility-enabled experience with our Slim Widget, which means we are certified to WCAG 2.0 AA .

For slim widgets, both conversational and search modes support accessibility for floating, side, and embedded widgets.

If you do not make changes to the basic functionality of the widget and UI, it will remain accessible. However, if any changes are made to color, fonts, or functionality of the widget, you may lose part or all of the accessibility experience.

Align with the accessibility requirements, or ask Digital DX AI to do for you, It is your responsibility to ensure that the changes you make do not influence accessibility.

You can find the Bold360 AI Mobile SDK documentation in the Bold360 Developer Center.

You can also find information about our APIs and SDKs at the following websites:

New repository for mobile and HTML SDK documentation and code samples - https://github.com/genesys/

Legacy references still available:

• Bold360/BoldChat API at developer.bold360.com
• Bold360 AI API at https://my.nanorep.com/api/doc/v1.html
• Bold360 AI Widget API at https://my.nanorep.com/web/doc/v1.html?section=widgets
• Bold360 chat window SDK at https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_bc_sdk_header.html
• Bold360 AI web SDK at http://my.nanorep.com/web/doc/v1.html?section=sdk

To answer an open ticket, do the following:

1. Select a question to display the answer editor.
2. At the bottom of the page, select one of the existing answers suitable for this question by using the Search for quick answers field, which presents suggested answers taken from your knowledge base. You can type in a query to find additional answers from the knowledge base.
3. Click on a relevant answer to send this answer to the customer. You can edit the answer before sending.
4. If no answer was found or you want to create a new answer, go to the Write Answer pane. A variety of links, images, videos and text types can be easily added to each answer using the toolbar.
5. Choose one of the following options to choose what to do with your answer:
   • No, It's personal - to discard an answer after it is sent to the customer
   • Publish answer - Create an article from the answer and publish it into the knowledge base making it available for everybody
   • Decide later - Save the the answer and move it to the 'Suggested content' section under Knowledge. This answer will also be suggested to other agent's when answering a relevant ticket.
6. At the Ticket Status field on the bottom left of the screen, select one of the following options:
   • 'Open' to define that this question still requires attention. The ticket will stay open and then added to the Open tickets queue.
   • Close to define that this question has been completely answered and no longer requires any more interaction with the customer. This ticket is automatically saved in the All Tickets branch, which contains all tickets' history.
7. Click Send.

The Digital DX AI widget supports the following browsers to offer customers self-service on the go.

• Google Chrome on Desktop and Android (Last 20 versions)
• Mozilla Firefox on Windows (Last 10 versions)
• Safari on iOS, iPadOS, and macOS (Last 3 versions)
• Microsoft Edge (Last 5 versions)

Internet Explorer 10 and above is also available to use but it is not a recommended browser as it does not maintain support modern security and web standards.

TLS encryption support

The Digital DX AI platform uses TLS 1.2 encryption. Earlier TLS versions are not supported.

You can enable TLS 1.2 in the Windows Registry.

Digital DX AI supports all e-mail forwarding integrations, which can be used across CRM and ticketing systems such as Salesforce, Kayako, or Zendesk.

Digital DX AI supports two e-mail forwarding modes:

• Advanced: each e-mail is forwarded to the CRM with a reply address to the Digital DX AI system. When the CRM system 'replies', the answer is saved in Digital DX AI and sent to the customer by Digital DX AI.
• Basic: each e-mail is forwarded to the CRM as if it was sent from the customer himself (with the customer's e-mail as the actual reply-to address). The CRM 'replies' directly to the customer. The CRM can 'cc' the Digital DX AI inbox so that Digital DX AI to learn the answer.

The email forwarding integration can be set under: Admin Center > Ticketing Settings > Ticketing Basics tab and then select 3rd party integration.

You can use the Digital DX AI ticketing system to process customer escalations.

You can access the ticketing system of Digital DX AI by selecting Ticketing from the menu on the left.

Once you open it, you have the option to view:

• Open tickets
• Tickets assigned to you
• Unassigned tickets
• All tickets

Open tickets is the main interface for the ticketing system. When a customer escalates a question to an agent, it is displayed in Open Tickets. This category contains the following:

• New tickets, that is, tickets that haven't been answered yet
• Non-closed tickets, that is, tickets that have been answered but not closed yet

With the ticketing system, you can:

• Assign open tickets to agents
• Create labels and assign them to tickets to group them
• Search your knowledge base to find an answer to the customer's issue
• Write a new answer or leave a comment on the ticket

We work hard to ensure your security and recognize its importance:

• Bold360 AI servers are hosted on Amazon's EC2 cloud, it is secured via AWS firewall services to insure that customer knowledge & data are safe.
• Manage access to our servers is restricted to TLS cryptography.
• Each of our customers is assigned a unique set of login credentials that only allows access to the customer's own cluster of data. All passwords are enforced for a strict complexity policy. Access to your data is only granted to privileged users in your organization and Bold360 AI privileged users.