Guided Journey Articles

Digital DX AI: A leader in customer experience and service solutions

The Digital DX AI solution is based on a patented self-learning Knowledge Base, and offers a more effective online customer experience. By generating more engagement for and with websites, and providing a permanently visible customer service widget, Digital DX AI enables constant interaction and access to all possible information about your product, and ensures that customers queries and questions are automatically answered. All this is available in a variety of languages, all across your website and mobile applications, and also enables easy communication for customers with your support center, via chat or email.

Should a query not be satisfactorily resolved following the initial interaction, an in-built escalation system immediately offers customers a further level of customer service, with the query becoming a ticket which will be personally handled by a customer support representative.

Features and benefits include:

  • Multi-channel support for your customers, 24*7
  • Automatic language translation, on-the-fly, supporting more than 34 languages
  • Intrinsic integration with live chat services
  • Self-learning knowledge base and intuitive ticketing system.

The Digital DX AI solution improves customer engagement on websites, resulting in a significant increase in positive customer experience and satisfaction rates, and online conversion, plus a significant reduction in customer support cost. Digital DX AI allows your customers to stay focused by having all the information readily available, reducing site abandonment.

Step 1: Assigning Users and Roles

There are several roles that together contribute to the daily running and maintenance of your workflow.
The Account Manager
The Account Manager is responsible for monitoring the day-to-day running of the Digital DX AI application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Digital DX AI interface. Account Managers have full access to the AI Console, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role
The Agent
The Agent can answer tickets by writing new responses or using existing responses, and can suggest ticket answers to be added to the online Knowledge Base. However, the Agent cannot publish new answers to the Knowledge Base, answer "Unanswered Questions", add new answers to the Knowledge Base or view analytics, updates and settings.
The Knowledge Base Manager
The Knowledge Base Manager holds an extremely important role in the AI Console, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the AI system and effective customer service. The Knowledge Base Manager performs their tasks in the Knowledge Base, Search Optimizer and the Publish Answers sections. These tasks include searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, as well as writing new answers, editing existing answers, merging existing answers, adding phrasings to the database and adding synonyms.
The Account Watcher
The Account Watcher observes and monitors the analytics of your site, and uses the data collected for your company's benefit, however the company requires it.

Users in Account Watcher role who also have write permission can create draft articles but cannot publish those, which essentially makes them content managers. Due to this change, existing users in Account Watcher role will not be able to publish articles.

Step 2: Create an Initial Knowledge Base

You can create an instant Knowledge Base from an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Knowledge Base.

  1. Go to Knowledge > Import FAQ.

    Result: The Import FAQ tab is displayed.

  2. In the Enter your FAQ URL field, enter the online address (URL) of the FAQ that you wish to import.
  3. In the Context section, specify the page type.

    This can be an internal knowledge base page, for your support staff to use, or a public FAQ page.

  4. In the Product ID field, enter the name of the product for this Knowledge Base.

    You may have more than one product, each of which requires its own Knowledge Base.

Step 3: Establishing your ticket escalation system

You can either use the existing Digital DX AI ticketing system for escalation of customer service calls or if you already have an existing ticketing / CRM, you can easily forward your Bold360 AI tickets,

  1. Go to Admin Center > Ticketing Settings.
  2. On the Ticketing Basics tab, scroll down to 3rd Party Integration.
  3. Define the support address in Forward all tickets to, where you want to send all tickets.
  4. Click Save Changes.

Step 4: Add the Floating Widget to each page of your website

The Floating widget is an interactive window which allows your customers to ask customer service questions and get instant answers, wherever they are on your website.

The widget is displayed constantly on your site, regardless of which page users browse to, enabling customers to engage at any time. The widget is positioned at the bottom left or right corner and shows answers that correspond to the question and how it is worded, immediately as a customer begins to type a question. The answers come from your Knowledge Base, and help to guide the customers through the sales funnel, or other processes, according to the nature of the question asked.

Note: If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the drop-down list.

The Floating Widget is enabled by default, and can be completely customized, to reflect your brand colors and messaging.

How to enable /disable the floating widget

  1. From within the AI Console, navigate to Touchpoints > Widgets.
  2. Click Personalize under Floating Widget.
  3. Select the Knowledge Base, URL, or domain that you want to change.
  4. On the Advanced tab, select or deselect the Widget Enabled checkbox, as required.
    Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 5: Adding the Embedded Widget

The Embedded Widget is an embedded frame within your website page, within which visitors can ask questions and receive answers.

How to enable the Embedded widget

  1. From within the AI Console, navigate to Touchpoints > Widgets.
  2. Choose Embedded Widget and click Get the code.
  3. From the Knowledge Base drop down list shown in the displayed window, specify for which Knowledge Base, URL or domain you are enabling the Embedded widget.
    Note: If you have more than one knowledge base, you will need to set up the widget for each knowledge base separately.
  4. Select the widget size, and click Done.
    Note: The default size displayed is the recommended size. If you are using IE6 or IE7, select the Support IE6 and IE7 checkbox, download the cdc.html file using the Download cdc.html link and upload it to your website. Enter the full path (the path of the file on your server) in the empty box.
  5. Click Personalize, and specify again for which Knowledge Base, URL or domain you are making this change.

    Result: The Settings page for your Widget is displayed.

  6. The Settings page is comprised of several tabs, within each of which you can configure your Widget and personalize the look and feel. Below is a table detailing what you can do in each tab.
    Tab Description
    Basic The main fields in which you can alter or modify the look and feel of your widget.
    Texts and Colors Various fields in which you can change the widget's color and texts, for example, the automatic question, the title and chat and email button texts.
    Chat Various fields which allow you to completely customize all your chat settings.
    Advanced Enables you specify more advanced settings, such as adding a customized footer to all answers, using HTML coding and specifying an action to take place if an answer is escalated.
    FAQ You can specify the nature of the FAQs and how they are selected and displayed. You also have to option to add a separate and customized FAQ list to your Knowledge Base.

    Any changes you make are shown in the display of how your widget will look, in the right-hand section of the page. You always need to save your changes for them to take effect, but they will usually do so instantaneously.

  7. Click the Save changes button that is displayed, and then click OK.
The change is immediately shown in the widget on your website.
Important: If your company has a separate website for mobile in addition to your regular website, you must repeat Step 4 for that version of the site. You should also ensure that you have the mobile-responsive floating widget enabled. For more information, see How do I set the widget to be mobile-responsive?.

Step 6: Activate the translation capabilities

Digital DX offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).

To activate the translation capabilities, please contact your Customer Success Manager.

Features and Benefits

  • Language is detected automatically.
  • Answer content and widget interface are automatically translated.
  • Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
  • Allows you to answer foreign language tickets in your natural language.
  • Offers comprehensive translation analytics.

Dedicated language Knowledge Bases

Digital DX allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).

Step 7: Adding the Chat Feature

Digital DX can be integrated with any 3rd party chat provider. Your customers can open a chat from all Digital DX widgets - Engagement Widget, Support Page Widget, Dynamic FAQ, Widget, etc. Customers can simply click on the Chat button to open a chat session, transforming the widget into a proper Chat Interface

How do I add a tag data to conversion tracking?

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

The following API allows you to identify the user in conversion reports in order to track the conversion on your website. It also measures the impact that Bold360 AI usage has on conversion (showing the conversion gain for users that use the Bold360 AI widget).

The conversion tracking tool includes a Conversion Log that shows the time and IP address of each converted user that used the Bold360 AI widget.

You can add tagging for each user that will be shown in the conversion log for each conversion.

This can be done by adding the conversionTag value.


Replace CONVERSION_TAG with a unique page name.
_nRepData["conversionTag"] = "CONVERSION_TAG";

To identify a user who purchased a camera, add this line:
_nRepData["conversionTag"] = "Camera";

Conversion tracking troubleshooting

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

If you cannot enable the conversion tracking script generated by Bold360 AI in your website, do the following.

  1. Go to Analytics > Tracking.
  2. Hover over your conversion tracking entry and click the Navicon menu (three lines).
  3. Select Configure.

Possible errors for the split test:

No traffic from conversion, No conversions yet.
  • Make sure your tracking code is correctly installed on your website conversion page.
  • Make sure your conversion code is posted in the post purchase page
  • Make sure you replace placeholders with valid numbers


<script type='text/javascript' 
  • revenue = Current sale revenue in your currency
  • orderid = Your order ID.
Split test set to 0%, Split test isn't running.

Solution: Set the split test percentage to a higher value. You can increase the split test percentage by selecting the required value from the Split test control group drop-down list in your journey's settings page.

Why don't I see the revenue tracking?

Make sure that Track sales revenue is enabled in your conversion tracking.

  1. In the AI Console, go to Analytics > Tracking.
  2. Select a journey that you use for tracking.
  3. Select an option from the Track sales revenue drop-down list.

To learn more about the Manage Conversions page, click here.

In case of any issues check our Conversion tracking troubleshooting guide.

What is a split test?

Split test - also known as A/B test - is a measurement component in the Bold360 AI conversion tracking feature. It provides you with a full overview of how Bold360 AI affects your sales on your website over time.

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.
Website traffic is split into two groups:
  • One group is the Bold360 AI group. These customers have widgets, some of them use the widgets, some of them don't. (The usage rate is irrelevant in our measurements.)
  • The other group is the control group. These customers do not see any Bold360 AI widgets at all.
  1. Go to Analytics > Tracking and click New Journey Tracking.
  2. Name your journey and click Next.
  3. Select how to Track sales revenue and define the percentage of your control group.
  4. Click Next.
  5. Copy the conversion tracking code into the HTML header of your website.
After setting up a split test, you will be able to see how your Bold360 AI widget influences your sales activity.

For troubleshooting, see Conversion tracking troubleshooting.


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).