May 18, 2024

The second release of May brings a brand-new AI feature for chat agents, additional favorite slots for agent performance queues, improvements to existing AI features and more!

AI changes

Buzzeasy introduces a new chat-assist feature allowing agents to refine their messages before sending them to the customer.

• NEW Added the option for opted-in agents to use the AI to adjust a message they wish to send to the customer.
  • Select between: Adjust tone - Formal, Adjust tone - Friendly, Rephrase & Expand. Preview the message, then insert it to your text box.
• NEW Previously released AI generated QnA pairs feature is now receiving its first quality of life improvement, the chat transcript based on which the suggestion was generated is now available for the supervisors to preview, helping them decide better if they should accept or reject a suggestion.

Agent Experience

• UPDATED Increased the number of queues an agent can favorite from the Agent Performance Dashboard from 3 to 5, allowing at-a-glance visibility for more queues.
• UPDATED Increased the maximum custom fields for customer records from 10 to 20, allowing supervisors and administrators to provide additional customer details to their agents.

Other changes

• NEW Added the additional field creation time for campaign records to the odata feed.
• NEW Two new service hooks added for custom integrators to use. ConversationRedirected & ConversationRedirectFailed containing details about the customer as well as the target number.
• NEW The webchat widget received support for 2 additional languages, German and Slovenian.
• RESOLVED Improved stability for the business hours service.