Voices

Voices Articles

What is Smart Advisor 2.0?

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

Important: Both versions of Smart Advisor are available to agents if Bold360 Agent is integrated with Bold360 AI and 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. 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.

Voices Map

For a given knowledge base, you can view user queries on a map in real time according to the user location.

When a user submits a query, it appears on the map.

To open the map, either go to the Dashboard and click the map icon, or go to Voices > Voices Map in the AI Console menu.

To zoom in and out, use the buttons in the bottom-right corner of the map.

Guidelines for optimizing your service with Search Optimizer (2.0)

Setting task priority

Priority should be set by balancing between the following voice characteristics:

Popularity

Displayed as Hits, which tracks the rate in which the voices are coming into the service, meaning the queries presented by your end users. Voices here come in handy since they provide you automatically with the clustering of queries to provide a straightforward insight on what is that current "hot topics".

The search optimizer categorization

Unanswered ? these are voices that the search engine did not answer
Answered ? these are voices that the search engine answered
Reactions ? articles that got direct feedback from end users. Reaction is a metric to reflect the ratio between positive and negative feedback. You can use this category to identify whether content is relevant and sufficient or needs update.

Trend

The trend shows the relative difference in the number of hits during the selected time interval and the time interval that precedes the selected time interval. So, if the selected time period is the current week, the trend is calculated relative to the previous week. When there is no value for a trend, it means that there were no hits either in the current period or the reference period of the trend.

Trend is calculated as follows:

For example, the selected time period is the current week and the number of hits is 500. The number of hits was 550 during the previous week. Using the above formula, the trend is -10%, so you?ll see 10% in red in the Trend column.

To recap, to prioritize your work, make sure that you look for the following:

Popular Voices (high number of hits) that have not been answered (Unanswered)
Popular Voices (high number of hits) that were answered but the answer was not satisfactory, indicated by either negative reaction or channeling
Popular Voices (high number of hits) that the bot answered with one or more answers (Answered) to make sure that the answer provided is the right one.

Note: Depending on the size of your knowledge base and the number of customers you have, you may need a separate content manager to deal with answered voices.

Actions to be performed to handle a task

Fix a voice

For both unanswered and answered voices, you can either assign a voice to an existing article or create a new article. By selecting a voice in Search Optimizer, based on our NLP algorithm a list of relevant articles are displayed to which you can assign the selected voice.

When you select an Answered voice, the articles displayed on the right are those that were returned in a search widget (as opposed to a conversational one).

By assigning a voice to an article, you add that voice as a phrase for the selected article and subsequently, Bold360 AI will answer this voice and new voices that express the same intent with the assigned article.

If no relevant answer is suggested or you find that the intent is not covered by your knowledge base, a new article should be created by clicking Create new article.

Mute

When the voice reflects queries that you do not want to handle in your knowledge base, such a queries that contain gibberish, you can move them to the Muted category in order not to treat them at this point and focus on significant voices.

Delete

Once you have taken care of a voice in Search Optimizer, you can remove it from the list, so that you do not revisit the task that you have already done. Deleted voices are not moved to the Muted category, but are permanently removed from Search Optimizer. Deletion is used mainly for "housekeeping" - to clean up your Search Optimizer -, but it does not prevent your customers from asking the same question again.

Workload Management

Search Optimizer supports the collaboration of a team of content managers that work in parallel on the same knowledge base. You can assign an owner to voices and articles in Search Optimizer. By assigning an owner to voices, you can balance content optimization workload based on your business priorities and organizational structure. Each owner can then view only those tasks that are assigned to them and thus manage their work and thrive to empty their content optimization tasks in Search Optimizer.

To enable this workload management,

Make sure that the Enable voices assignment feature is enabled for your account. Contact your Customer Success Manager to enable it for you.
In the Bold360 AI platform, go to Admin Center > Users and set up the relevant users with the necessary privileges.

Prevent the bot from answering a question

In the Article Editor and in Search Optimizer 2.0, you can add Negative phrases, which tells the bots what voices an article should not answer. To do so, select an answered voice and click Do not answer on the right.

What are account health settings?

You use account health settings to control Dashboard sensitivity.

If you want to see more cases where your customers may not be getting the answers they need, set the threshold lower.

To change account health settings, go to Admin Center > KB Setup > Account health.

The following settings are available:

Name	Description	Default value
Health Threshold (%)	Enables you to set the barrier between red and blue on the Dashboard.	0,5 which means that if 50% of the responses are negative, the voice or cluster will be red on the Dashboard. Similarly, if 50% of the responses are positive, the voice or cluster is blue on the Dashboard.
Minimum interactions with feedback	Defined the number of interactions that are required before the voice or cluster is deemed red or blue.	2

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels.

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community.

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).