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AI and Automation Analytics and Reporting

Feedback Bot Analytics

Viral Patel
July 15, 2024

The new feedback bot analytics dashboard introduces foundational insights from our Feedback Bot’s CSAT surveys, offering a direct look at customer satisfaction levels.​

  • CSAT Trend Analysis –  Visualize changes in customer satisfaction over time to identify impactful service changes.​
  • Issue Trend Analysis – Track the number of issues in which the Feedback Bot is invoked, offering insights into how effectively the bot is utilized in the service resolution process.​
  • Daily Metrics Table – Examine daily issues with feedback bot invocations alongside CSAT scores, handling time, TTFR, resolution metrics, and more for a detailed view into factors influencing customer satisfaction.​

You can find details on the reports and key metrics here.

Helpshift Web Widget
AI and Automation Help Center Web Support

Helpshift Web Widget

Viral Patel
May 27, 2024

This new feature is designed to seamlessly integrate Helpshift’s modern support experiences, such as Help Center, Smart Intents, Web chat, AI, and Automation, directly into your website or web app. 

Some key features of this widget are:

  • Enable your users to get support without leaving your website or web app
  • Simple plug-and-play integration
  • Choose between compact and full-window modes to best fit your web design
  • Customizable widget to align with brands’ visual identity, including language setting capability
  • Capture user context for better control over support workflows
  • Configure to show only Help Center, Web chat, or both

WebWidget
Language AI Analytics
Analytics and Reporting Multilingual Support

Language AI Analytics

Viral Patel
May 16, 2024

Evaluate the effectiveness of your Language AI-Agent Translation through our latest Language AI Analytics.

  • Compare issue resolution performance between cases with Language AI translation and those without.
  • Gain insights into the impact of Language AI translation on your issue resolution performance, analyze critical metrics such as CSAT and TTR, and leverage these findings for better feature utilization.

You can find details on the reports and key metrics here.

Vertical FAQs
Help Center

In-App Vertical Navigation Layout for FAQs

Viral Patel
April 30, 2024

Introducing a new Vertical Navigation Layout in SDK X, providing an improved in-app self-serve experience!  

The Vertical layout comes with collapsible sections that allow users to expand and view specific content as needed, thus reducing excessive scrolling. Users can click on any FAQ section from the vertical FAQ listing, and the FAQs will be displayed vertically. Admins can choose between vertical or horizontal navigation, ensuring that they have the flexibility to customize the navigation layout according to their app’s needs. 

To enable Vertical Navigation Layout, go to Settings ➡️ Branding and Customization ➡️ In-app Navigation Layout ➡️ select Vertical.

Multiple Attachments in bot step
AI and Automation

Multiple Attachments in Bot Step

Viral Patel
April 18, 2024

Multiple attachment capability has been added to the Bot workflow for more comprehensive data collection and smoother interactions! Previously limited to just one attachment, your bot workflows now support up to 10 attachments. 

To know more, visit our help article.

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