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January 11, 2025

Buzzeasy releases are back! The first release of the year brings a brand new report on the portal, first party knowledge base, customer satisfaction node for chat & voice media groups and more!

Change log​

  • NEW Historical Conversations Report now available.
    • We've added a Conversations Report to the portal, accessible under Historical Reports > Conversations. This new feature provides insights into past interactions and makes it easier to analyze customer communication trends. This report's primarily use-case will be to analyze interactions between the customer's and Buzzeasy's upcoming AI-powered conversational bots.
    • The Conversations Report displays a list of interactions, including the media type, customer information, channel, workflow, and start date (with the most recent conversations listed first and a date-time filter that defaults to the last 7 days). Additionally, the report includes the conversation length and an indicator showing whether an agent was involved in the conversation.
  • NEW View Conversation Transcript in conversation reports
    • We've added the option to view full conversation transcripts for chat and email within the historical conversation reports. A new button will now allow you to easily access the complete transcript for any chat or email interaction, providing a more detailed view of the conversation history.
  • NEW AI-Powered Conversation summary in the conversation reports.
    • We've introduced the option to view a quick conversation summary with a single click in the historical conversation reports. This summary provides a few key lines about the interaction, allowing supervisors to quickly assess the conversation.
  • NEW Knowledge base store
    • We're introducing a new Knowledge Base feature on the portal, located under the General section. This menu allows administrators to manage knowledge base articles effectively.
    • Admins can create and manage multiple knowledge bases, manually adding Question | Answer pairs or use the bulk upload functionality. A description is also required, which acts as a prompt for the upcoming Buzzeasy AI-conversational bots.
  • NEW Customer Satisfaction Node for Chat Workflows
    • We're introducing a Customer Satisfaction node for chat workflows, allowing you to gather feedback from customers after chat interactions.
    • The Customer Satisfaction node allows workflow designers to set a custom rating message, such as "Please rate this conversation from 1 to 5." You can configure up to 5 labels, each linked to a value from 1 to 5. While the values 1, 2, 3, 4, 5 are hardcoded, designers can optionally assign display labels for the customer’s view. The options button is hardcoded as "Options." The node includes settings for retry count (defaulting to 0) and a mandatory retry message if the count is higher than 0.
    • The outputs include Collected (mandatory), 1-5 (optional, for routing), and Retry Exhausted (mandatory). Customer input is validated to ensure unusable values are not accepted, and the collected data is stored in historical reporting to be used for customer satisfaction reports.
  • NEW Customer Satisfaction Node for Voice Workflows
    • We're introducing the Customer Satisfaction node for voice workflows, enabling you to gather feedback from customers at the end of their voice interactions.
    • The node allows workflow designers to set a custom audio message, such as "Please rate this conversation from 1 to 5." The rating values are non-editable, with a retry count option and a mandatory retry message if the count is greater than 0.
    • Outputs include Collected (mandatory), 1-5 (optional, for routing purposes), and Retry Exhausted (mandatory). The system validates customer input to ensure that only usable values are accepted, and the collected data is stored in historical reporting to generate customer satisfaction reports.