AI Context Articles

What are Bold360 AI contextual answers?

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

How do I define an article's context?

Add context to articles or article variations to control when and how they are displayed.

Context must first be set up for your account, as described here.

Tip: Check out this video to see how context and article variations work.
This video is currently under construction. Thank you for your patience.
  1. In the AI Console, go to Knowledge > Articles and create a new article or open an existing one.
  2. Below the title of the answer, click on a context category to see the list of context values.

  3. Select one or more values from the drop-down list.
  4. Optional: Set other context categories.
  5. Publish the article.
Tip: To create different answers for the same question but for different audiences, use article variations as described here. For example, for the question "How do I change my reservation?" one answer could be for flights and another could be for hotels.

What is the contextual answer experience for customers?

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.

Contextual answers Value type

Each contextual category can be defined in various ways, starting from a Normal value where the values are set both in the articles and in the widget (hard-coded) or by determining the context using the user IP address, Country code or domain.

In this article, we will cover the set up for each of the above values in the context categories values types.

Choosing the relevant value type

To choose the relevant context value type you need to enter the context category settings, go to Admin Center > KB Settings > Context tab.

In the context category, click Show additional configuration and all the category configurations will be shown, In the 'Value type' drop-down you will be able to choose the relevant value type for the context category: Normal, Device Type, Geo Location: Country, Geo-Location: Custom Mapping, IP Mapping, and Domain: Custom Mapping

How to configure contextual answers in the AI Console

Add context values to a context category to start using context-based segmentation.

Make sure contextual answers are enabled in your account and context categories have been added to the knowledge base. Contact your Customer Success Manager for more information.
To add context values to the categories created for your account, you must have Modify permission for Settings in the Advanced Credentials settings. For more information see How do I add a new user?
  1. In the AI Console, go to Admin Center > KB Setup.
  2. On the Context tab, find the context category that was created for your account.
  3. In the Context Values field, enter values for the category one by one and use the Add button that appears to add the values to the list.
  4. Optional: Select Show additional configuration to review the context category settings.

    To learn more about what these settings mean, see What options are available for context configuration?.

  5. Save your changes.

How to set the context in an iframe support center

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 >

How to add context to the support center

Context is saved in the browser cookie, so the first time the user navigates to the support center, the page must be provided with context.

Make sure you have set up contexts in your account.
  1. In the AI Console, go to Touchpoints > Support Center.
  2. Choose a support center.
  3. On the Settings tab, add the context to the support center URL.

    Add the context name and value as defined in the Bold360 AI platform. Use an equals (=) sign between the two.

    Example:

    For example, if the support center URL is mydomain.com/mysupportcenter.html, change it as follows:

    • If you set up a context called "country", then the Support Center URL looks as follows: mydomain.com/mysupportcenter.html?country=us
    • If you want to combine two or more contexts in the same URL, use the "&" separator: mydomain.com/mysupportcenter.html?ver=3&country=us
  4. Create article variations that use different context values. For more information see How to define an article's context?.

Template Answers Overview

Template answers enable your Bold360 AI solution to answer product attributes-related questions (e.g., what is the price?, what is the size?, color, etc.).

Instead of creating multiple answers for multiple specific questions ('what is the color of dinner plate A?' 'what is the color of dinner plate B?), you only need to create one Q&A ('what is the color?') and insert a template script inside the answer so the answer varies depending on the product ('The color is blue").

An example:

An end user visits one of your product pages and asks about the product's color (In this case, the color of a dinner plate). Your products (dinner plates) come in two colors: blue and orange. By using a color attribute, all you need is to create one question in your Bold360 AI knowledge base: "What is the product's color?"

The user will receive an answer about the actual product's color depending on the product page that they are currently visiting. If the user is on the blue dinner plate page, the answer will be: "The product color is blue" and if they are on the orange dinner plate page, the answer will be "The product color is orange".

Context values for Geo-Location: Country

In the AI Console, use these context values for a context category with Geo-Location: Country value type.

Table 1. Context values for Geo-Location: Country
Country Code Country
AD Andorra
AE United Arab Emirates
AF Afghanistan
AG Antigua and Barbuda
AI Anguilla
AL Albania
AM Armenia
AO Angola
AQ Antarctica
AR Argentina
AS American Samoa
AT Austria
AU Australia
AW Aruba
AX ?land Islands
AZ Azerbaijan
BA Bosnia and Herzegovina
BB Barbados
BD Bangladesh
BE Belgium
BF Burkina Faso
BG Bulgaria
BH Bahrain
BI Burundi
BJ Benin
BL Saint Barth?lemy
BM Bermuda
BN Brunei Darussalam
BO Bolivia (Plurinational State of)
BQ Bonaire, Sint Eustatius and Saba
BR Brazil
BS Bahamas
BT Bhutan
BV Bouvet Island
BW Botswana
BY Belarus
BZ Belize
CA Canada
CC Cocos (Keeling) Islands
CD Congo, Democratic Republic of the
CF Central African Republic
CG Congo
CH Switzerland
CI C?te d'Ivoire
CK Cook Islands
CL Chile
CM Cameroon
CN China
CO Colombia
CR Costa Rica
CU Cuba
CV Cabo Verde
CW Cura?ao
CX Christmas Island
CY Cyprus
CZ Czechia
DE Germany
DJ Djibouti
DK Denmark
DM Dominica
DO Dominican Republic
DZ Algeria
EC Ecuador
EE Estonia
EG Egypt
EH Western Sahara
ER Eritrea
ES Spain
ET Ethiopia
FI Finland
FJ Fiji
FK Falkland Islands (Malvinas)
FM Micronesia (Federated States of)
FO Faroe Islands
FR France
GA Gabon
GB United Kingdom of Great Britain and Northern Ireland
GD Grenada
GE Georgia
GF French Guiana
GG Guernsey
GH Ghana
GI Gibraltar
GL Greenland
GM Gambia
GN Guinea
GP Guadeloupe
GQ Equatorial Guinea
GR Greece
GS South Georgia and the South Sandwich Islands
GT Guatemala
GU Guam
GW Guinea-Bissau
GY Guyana
HK Hong Kong
HM Heard Island and McDonald Islands
HN Honduras
HR Croatia
HT Haiti
HU Hungary
ID Indonesia
IE Ireland
IL Israel
IM Isle of Man
IN India
IO British Indian Ocean Territory
IQ Iraq
IR Iran (Islamic Republic of)
IS Iceland
IT Italy
JE Jersey
JM Jamaica
JO Jordan
JP Japan
KE Kenya
KG Kyrgyzstan
KH Cambodia
KI Kiribati
KM Comoros
KN Saint Kitts and Nevis
KP Korea (Democratic People's Republic of)
KR Korea, Republic of
KW Kuwait
KY Cayman Islands
KZ Kazakhstan
LA Lao People's Democratic Republic
LB Lebanon
LC Saint Lucia
LI Liechtenstein
LK Sri Lanka
LR Liberia
LS Lesotho
LT Lithuania
LU Luxembourg
LV Latvia
LY Libya
MA Morocco
MC Monaco
MD Moldova, Republic of
ME Montenegro
MF Saint Martin (French part)
MG Madagascar
MH Marshall Islands
MK North Macedonia

How can I display different answers on different touchpoints?

You can offer variations of an answer to the same question by creating variations of an article and assigning different context values to them.

Make sure your Customer Success Manager has created a touchpoint context category in your account.

You want to offer different answers to the same question depending on whether the reader is asking the question in the Support Center or in chat.

Note: This flow works when the code from Bold360 AI is implemented and Bold360 Chat is not being used.
In cases where the full harmony flow is used and Bold360 chat service is included, please contact your Customer Success Manager as additional configuration needs to be added to the web page code.
  1. Go to Admin Center > KB Setup > Context and find the touchpoint context category created in your account.
  2. Add chat as a context value.

    Make sure you use these settings:

  3. Create an article with two variations.

    Include the content you want to display in the support center in one and the content for the chat in the other.

  4. Select chat in the touchpoint dropdown for the article variation that you want to display in the chat.
  5. In the touchpoint configuration of the conversational widget, on the Conversation tab, add touchpoint:chat in the Context info field.

How to use context in user search

How to add context definitions to scripts on a website

Add the context definition to the widget script on your website to start using contextual answers.

Make sure you have set up contexts in your account.

Once your knowledge base is set up to work with contextual answers, add the contextual answers' API code to your website as follows:

  1. Find the Bold360 AIwidget script on your web page and add the contextual answers at the end of the script.

    Example:

    In this script the device type context category with Android value is added. See the relevant part in bold.

    <!-- nanorep floating widget --> <script>!function(t,e,o,c,n,a){var s=window.nanorep=window.nanorep||{};s=s[e]=s[e]||{},s.apiHost=a,s.host=n,s.path=c,s.account=t,s.protocol= "https:"===location.protocol? "https:":"http:",s.on=s.on||function(){s._calls=s._calls||[],s._calls.push([].slice.call(arguments))};var p=s.protocol+ "//"+n+c+o+"?account="+t,l=document.createElement("script");l.async=l.defer=!0,l.setAttribute("src",p), document.getElementsByTagName("head") [0].appendChild(l)}("","floatingWidget","floating-widget.js","/web/",".nanorep.co");</script> <script> nanorep.floatingWidget.on({             init: function()                         this.setContext({"DeviceType":"Android"});             } }); </script> <!-- //nanorep floating widget -->
    Important: If you are a Bold360 customer who integrated Bold360 Agent and Bold360 AI, use the following, extended code instead:
    <!-- nanorep floating widget -->
    <script>!function(t,e,o,c,n,a){var s=window.nanorep=window.nanorep||{};s=s[e]=s[e]||{},s.apiHost=a,s.host=n,s.path=c,s.account=t,s.protocol=
    "https:"===location.protocol? "https:":"http:",s.on=s.on||function(){s._calls=s._calls||[],s._calls.push([].slice.call(arguments))};var p=s.protocol+
    "//"+n+c+o+"?account="+t,l=document.createElement("script");l.async=l.defer=!0,l.setAttribute("src",p), document.getElementsByTagName("head")[0]
    .appendChild(l)}("","floatingWidget","floating-widget.js","/web/",".nanorep.co");</script>
    <script>
    window.nanorep =window.nanorep || {};
    nanorep.floatingWidget = nanorep.floatingWidget || {};
    nanorep.floatingWidget._calls = nanorep.floatingWidget._calls || [];
    nanorep.floatingWidget._calls.push(
      [
        'init',
        function () {
          this.setContext({"Category":"Value"});
        }
      ]
    );
    </script> <script> nanorep.floatingWidget.on({             init: function()                         this.setContext({"DeviceType":"Android"});             } }); </script>
    <!-- //nanorep floating widget -->
  2. Make sure contextual answers work by searching for an answer with contextual values.

    Find information on how to add context to an article here.

How to implement contextual answers in FAQ

Use context to display different FAQs to different users.

Make sure you have set up contexts in your account and added the context definitions to your website.

Besides displaying the general answers, you can also choose to display answers from a specific context:

  1. Go to Touchpoints > Widgetsand click Personalize for the embedded widget or the floating widget.
  2. Select the appropriate knowledge base or URL and in the widget settings, go to the FAQ tab.
  3. Click Add FAQ list.
  4. For Context Filtering, select Use Page Context.
  5. In the Required Context field, select the context you want to consider when displaying the FAQ.
The most popular questions in that context are displayed in the widget.

What options are available for context configuration?

Context categories can have several types such as device type, geo-location and more.

Table 1. Value Types
Name Description Available values
Normal This option enables segmentation based on custom criteria, that is, you can define any context values you want to use. For example, you might want to show different content for internal and external users. The context values you specify.
Device type This option enables segmentation based on device type.

Bold360 AI works with the following values:

  • Unknown
  • Desktop
  • Mobile
  • Tablet
  • Social
Note: You must add these values manually to the context category.
Geo-Location: Country This option enables segmentation based on which country the visitor is located in.

Bold360 AI works with the values included in Context values for Geo-Location: Country.

Note: You must add the two-letter country codes you want to use as context values manually.
Geo-Location: Custom Mapping This option enables mapping of geo-location information to custom context values. Based on the two-character country codes, you can provide a mapping to change the names of some of them or create groupings of a few of them. Contact your Customer Success Manager for more information.
IP Mapping This option enables mapping of IP addresses to custom context values. Based on the IP address, you can provide a mapping to create groupings, for example, internal IPs versus external. Contact your Customer Success Manager for more information.
Domain: Custom mapping This option enables mapping of domain information to custom context values. Based on the domain of the page that the widget is visited on, you can provide a mapping to create groupings or automatically assign a context value based on the domain. Contact your Customer Success Manager for more information.
Numeric range mapping If the user?s context is a specific number, for instance, an employee ID, for each range of numbers you can set a specific context value, such as department. This enables mapping articles to a limited set of context values rather than to an endless list of numeric values. Contact your Customer Success Manager for more information.
Table 2. Life Cycle options
Name Description
Persistent The context value is applied to the entire user journey.
Topic The context value is dropped when the user moves to a different intent that doesn't have the same context.
Intent The context value is dropped when the user moves to a different intent.
Table 3. Other configuration options
Name Description Default Value
Article Context Required When this option is selected,articles with single or multiple context values appear on pages with a single context value. These articles however do not appear on generic pages with no context defined, unless the Detect from user search option is selected. Not selected
Visible in widget When this option is selected, the context of the article is displayed in the search widget. Selected
Auto-learn When this option is selected, the context is added automatically to a new article that is created based on a voice or a ticket. Selected
Visible in knowledge base and publish center When this option is selected, the context is presented as a column in the article list in the knowledge base as well as on the suggested content page. The context value of each article appears in the column. This allows you to search articles mapped to specific context values. Selected
Visible in tickets When this option is selected, the article context is presented as a column in the ticket list. The article context is added to the ticket. Article context can also be forwarded to 3rd party ticketing systems. Selected
Detect from user search When this option is selected and the context is not specified by the script on page, the context value is extracted from the user's search when the context value is explicitly mentioned. For example, the user may ask a question like How do I cancel the order on the app? or a dialog may be presented to the user where they are asked to provide the context. Not selected
Allow public access The context values can be accessed and retrieved with an API request to be displayed in the context dialog. Selected
Full value required When this option is selected, search results must match all context values associated with the user. Selected
Each word is a unique value in the user?s context With this option, you can use single words to represent context values even when the context value consists of more than one word. For example, "iPhone 6S" may represent one context value across device context, or two context categories: one for device and another one for version. Not selected
Add names of attributes/specification to be used as context In case the context values are to be picked up from a variable that is already defined on the webpage, capture the variable name in this field. N/A
Text prompt in widget Enter the text to be displayed in the dialog that comes up to ask for the user's context. This is relevant when the Detect context from user search option is selected. N/A

Context explanation

We can set the desired context value in widget at support center page so it will search articles according to context set, however, it will not affect which articles are being shown in support center itself, e.g. links to articles below the search bar in home and label pages.

In order to force support center as well as widget to show only articles with the desired context, you need to set context in user level, e.g. in browser cookies, via the parameter string,

How to duplicate an article variation

With article variations, you can create multiple answers for the same question and use context to define when each answer is displayed.

You want to duplicate the article variation you already created, so that you don't have to start the next variation from scratch.
  1. In the Bold360 AI platform, go to Knowledge > Articles and open the article you have already created.
  2. Under Context Variations, choose next to the variation you already have.

    Result: The Duplicate and Delete options appear.

  3. Select Duplicate.
  4. Optional: Adjust the answer in the article variation you just created and define context values for it.
  5. Publish the article.

How a template answer is displayed to the end-user?

  1. A user visiting a specific product page, asks a question regarding the attribute (e.g., weight) and receives the answer within a template.
  2. The data inside the template is collected by the attribute API in the product page (e.g., weight = 3.0000 lbs).
  3. If an attribute cannot be obtained for a specific product (e.g., no weight is specified in the API in the product page) then that question (e.g., "How much does this product weigh?") will show no results.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.