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      Release Notes v2.1
      • 04 Jun 2024
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      Contents

      Release Notes v2.1

      • Updated on 04 Jun 2024
      • 1 Minute to read
      • Print
      • PDF
      Article summary

      What's New?

      APEX Digital Agent v2.1 Release Notes provides new feature details, feature enhancements and fixes to known issues in the current release. Many of these new features are incorporated based on customer feedback and inputs. We thank you for your valuable feedback and time.

      Highlights

      Discover the highlighting features of Digital Agent v2.1 Release!

      New Features

      The following section provides a sneak-peak of the new features introduced in this release:

      Feature Name
      Feature Description
      Benefits
      Tickets with Digital Agent
      Create, update, remind, escalate, reopen tickets through Digital Agent in just a few clicks. Digital Agent is built on Artificial Intelligence (AI) and Natural Language Processing (NLP) to understand the user intentions. It will identify the user intent to create a Service Request or an incident and perform accordingly.

      For more information, refer Tickets with Digital Agent.

      • Quick ticket logging process with just a few clicks
      • Better user experience by reducing ticket resolution time significantly
      • Track, update, escalate, remind, reopen tickets in a single click
      Chitchat and FAQ
      Digital Agent's dynamic chitchat and FAQ capability offers personalized conversations that make interactions more human-like.
      For more information, refer Chitchat and FAQ.
      • Instant and accurate responses to queries, ensuring seamless user experience
      • Swift answers to frequently asked questions, ensuring users get prompt information
      • Uniform information across all interactions, minimizing the risk of misinformation
      Configuring Chat Platforms with Digital Agent
      Digital Agent is available on multiple channels like WebChat, Microsoft Teams, and Slack. Configuring Digital Agent for multiple channels is the key to expanding your reach and enhancing customer interactions.
      • Flexibility and convenience as users can engage with Digital Agent conveniently through different channels
      • User-friendly conversation that enhances overall user experience with intuitive interactions
      • Automated support that streamlines support processes
      Reports & Dashboard Widgets
      Reports & dashboard widgets provide a comprehensive view of Digital Agent Analytics. These reports and widgets offer insights into key metrics on the performance of Digital Agent and its conversations.

      For more information, refer Reports & Dashboard.

      • Understand performance of Digital Agent on different channels
      • Measure the efficiency of Live Agents in handling user queries
      • Assess different conversation metrics and user engagement
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