Smart Advisor Articles

What is Smart Advisor?

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.

Onboarding Cards

Smart Advisor displays onboarding cards by default which enable agents to get up to speed on how to use the Smart Advisor. 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

To increase agents? interaction with Smart Advisor, you can display an FAQ in it. This FAQ can include articles that provide answers to hot topics: for example, if there is an outage, knowledge base managers can create an article about it and add it to the FAQ so that that?s the first thing agents see 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.

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 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?

Smart Advisor: Chatbot-assisted conversations

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.

Search Smart Advisor for help

You can manually search Smart Advisor articles when you are looking for results not listed automatically. To do so, type your question in the Search field. Automatic suggestions are provided as you type. Titles of the relevant articles are listed dynamically as you type your question. To see the content of an article, click its title. All previously displayed results are removed from the Smart Advisor panel.

To get the best search results, consider the following:

Grammatically accurate words return more relevant answers
Avoid very long phrases and generic statements

How to rate a Smart Advisor response

When Smart Advisor offers you responses, agents can always rate those responses.

Click the arrow on the right of the suggested response to expand the article if not fully visible.
Click Yes or No at the bottom of the article to rate whether the article was helpful.
When you rate an article as not helpful, you can further categorize the problem with the article and suggest improvements. This rating improves the results that Smart Advisor provides.

How to suggest a response as a Smart Advisor article

When you cannot find a relevant answer to a frequent question, you can suggest your response as a Smart Advisor article. After approval, these articles are immediately available to every agent. To make a suggestion, do the following:

Hover the mouse over one of your previous answers.
Click Suggest as article .

Your answer must first be approved by a Bold360 ai knowledge base content manager before it becomes an article. You will not get any notification when your answer is approved.

How to set up the Smart Advisor touchpoint

Smart Advisor provides agents access to the company's knowledge base and offers them answers real-time based on what the visitor is asking in the chat.

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

In the AI Console, go to Touchpoints > Widgets and choose Personalize for the Smart Advisor widget.
Select a URL or knowledge base to customize.

On the Basics tab, change the configuration based on your business needs.

You have the following options:

Name	Description
Display Article Last Update	Select this checkbox to display when an article was last updated and who did the last update in the Smart Advisor. 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.
Display Article Labels	Select this checkbox to display labels associated with an article in the Smart Advisor. Labels can help agents decide if the content of the article is relevant to their query.
Context info	Add the context values to be considered when articles are displayed in Smart Advisor. This controls what content agents can access.
Auto-complete count	Enter the number of suggestions to be displayed in the auto-complete. If you enter 0, auto-complete is disabled. You can display up to 10 articles in the auto-complete.
Comments	Select this checkbox to enable agents to leave comments on existing articles. 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.

On the FAQ tab, set up an FAQ to display in Smart Advisor.
Save your changes.

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.