There have been lots of exciting improvements to Converse CX over the past couple of months. These include:
Virtual Agent Outcomes - configure a list of final outcomes for a Virtual Agent and report on them so you can see how well your agents are performing.
Blocking Apps - Virtual Agents can now optionally disable the chat input when displaying an app so that customers are forced the complete it before continuing in the conversation flow.
Defer Task Interactions (including Voice Forms) - agents are now able to defer tasks & voiceforms so they can handle another interaction.
New Bring Your Own SMS Channel - Bandwidth.com
Preview TTS - listen to the text to speech whilst building your flows so you can hear what it will sound like.
Agents Team enhancements - you can now organise Busy Codes by team and choose to alert Supervisors in the same team when agents request assistance.
Licensing - view your licence, your current usage and optionally set a cap to stop voice transcription and avoid overuse charges.
There are lots of other changes as well, so head over to the Product Updates page to find out more.
Enjoy!
The Converse CX Team!