What's New – September 2019 Edition

Search Optimizer Enhancements​

For Bold360 Service, Advise, Acquire​

AI-powered solutions only succeed when businesses are armed with easy-to-understand, actionable insights, enabling them to continuously improve and perfect the customer experience.

With this iteration of the Bold360 Search Optimizer, we’re making it easier than ever for businesses to identify gaps and quickly address them, all within a single interface.

The new Search Optimizer groups voices (intents), presents all relevant information such as hit count, feedback, and success metrics in a single view, and gives you the ability to take action on the voices directly from the Search Optimizer.

Some of the functionality in the new Search Optimizer includes:

• Robust search and filter on voices/intents
• Task-driven interface to manage unanswered, answered, and muted intents
• Ability to create a new article for an unresolved voice, and
• Add new phrasings to an article directly from an unresolved voice

Chat Flagging​

For Bold360 Service, Agent​

Support agents often have to revisit engagements at a later time, perhaps to follow up with a customer after a supervisor review, or after seeking out additional training or information.

With the release of Bold360’s Chat Flagging, we’re now making it easier for an agent to mark an engagement and come back to later.

And to make it just as easy for supervisors to keep tabs on open engagements, the Monitor View can be filtered by agent Flags.​