Bold360 AI 20.3.2 release notes

Bold360 AI 20.3.2 release notes

Bold360 AI version 20.3.2 contains the following new enhancements:

Bold360 Mobile SDK releases

Bold360 AI Mobile for iOS Harmony 3.8.7 has been released. For more information see the Bold360 and BoldChat Developer Center.

Beta features

Important: The following features are available for Beta customers only. Contact your Customer Success Manager to try these features.

Enhanced Smart Advisor

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 now available as a new touchpoint in the Bold360 AI Platform. To set it up, go to Touchpoints > Widgets and select Personalize under Smart Advisor.

This enhanced version of Smart Advisor offers the following:

  • Onboarding cards to get agents up to speed on how to use the Smart Advisor
  • FAQ to draw agents? attention to Smart Advisor and share answers about hot topics amongst agents
  • Information about who updated the article last and when so that agents see how up to date the information is and who they can contact about the article
  • Labels associated with the article so that agents can decide if the information the article contains is relevant to their query
  • Support for articles with quick buttons so that agents start out from a generic article and can navigate to articles with more specific answers by selecting options
  • Comments so that agents can leave suggestions on how to improve an existing article and let other agents know about additional information they have about a topic
  • Option to easily set a context for the Smart Advisor touchpoint to control over what articles it shows
  • Option to suggest an article when a search yields no results so that agents can let knowledge managers know if new article is needed
  • Option for agents to edit suggested articles before sending them to knowledge managers
  • Option to mark parts of the article as confidential so that agents can?t copy content from the Smart Advisor that is not meant to be shared with outsiders

For more information see Smart Advisor.

Option to mark content as confidential in Article Editor

Important: This option comes with the Smart Advisor touchpoint. For more information contact your Customer Success Manager.

When Smart Advisor is enabled, knowledge managers have the option to 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?

Enhanced Content Management Workflow

Articles can now be imported to the knowledge base through the API when the Enable approval workflow option is enabled. Such articles will be in Published status and they are set live in the knowledge base.

Important: If the Dual control of article approval option is also enabled, article import through the API is not possible.

See the new features that the previous release introduced:

Bold360 AI 20.3.1 release notes