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.
Digital DX is designed to provide excellent self-service experience in multiple digital channels.
In addition to a website, the Digital DX Q&A widget can be deployed on the following digital channels:
Regardless of the type of the channel, the deployment process is quick and easy, and in most cases takes from minutes to a few hours.
Improve your employees' productivity by providing integrated, easy access to your company's knowledge base.
Bold360 offers search widgets that end-users can use to receive self-service information from their company?s internal knowledge base. The widget can also be used for knowledge sharing as end-users can suggest a response to a question as a new article. In Bold360 Advise, the end-user of the widget is the customer-facing employee of your company who may need information from a knowledge base that you do not want to make publicly available.
Bold360 Advise offers the following widget types:
You can set the maximum length of bot answers that are presented in a conversational widget. When a bot answer exceeds this character limit, it is truncated and a Read more button is displayed, which opens the article in full length.
When set to 0, articles are displayed in full length.
To define when the Read more button is displayed, do the following:
You can manually change when the Read more button is displayed for a specific article.
Note: This setting only applies to conversational web widgets.In the menu bar, click the Read More button.
The Read more separator is displayed.
on the left to move the separator.When the widget displays the article, the Read more button is now displayed at the revised place in the article.
You can define the length of messages before they are truncated and the Read more button is displayed in conversational web widgets. For example, to set visible message length to 400 characters, you can use the setReadMoreLimit Widget API method as follows:
nanorep.floatingWidget.api.conversation.setReadMoreLimit(400);
By default, the first 320 characters of a message are displayed.
You can define the length of messages before they are truncated and the Read more button is displayed in conversational mobile widgets. You can set the visible message length between 320 and 640 characters in the mobile application.
For Harmony widgets in Conversational mode, you can display an image in the widget header on the left side.
Your customers will have the following experience:
Customers have the following experience when ending live chat:
For customers on mobile devices, the Slim and Harmony widgets are optimized for mobile experience: when the customer clicks the chat button, the chat widget is displayed in full screen. In a Harmony widget, customers on mobile devices have the exact same experience as customers on the web.
To enable this feature for customers on mobile, do the following:
Customers have the following experience on their mobile devices:
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Bold360 version 21.10 contains the following new enhancements:
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.
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.
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 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.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
