October 2023

Track Your Results in the Automation Report

The performance of bots with generative AI can be measured in the automation report. 

However, two elements of this report need to be monitored carefully: Answers that received a negative evaluation and questions that were not answered by the bot. 

Find out why in this article.

Equip Your Bot with Generative AI

iAdvize allows you to use generative artificial intelligence to enable your bot to handle conversations completely independently. It can generate its own responses based on the information you provide and visitors' requests. 

This article explains how to equip your bot with generative AI.

AI Knowledge: Feed Information to Your Bot and CoPilot

Create sources of information for your bot, and equip it with this knowledge to enable it to handle conversations with your customers autonomously. 

Find out how to configure them in this article.

User permissions and custom roles

As an administrator, iAdvize lets you choose the different levels of permissions you give to your managers. From now on, a new permission can be granted to them. This is access to the export of conversation messages. When this permission is deactivated, the user will be able to export conversations, but the content of the messages will not be included in the export. It is therefore required to activate this permission for your managers if you wish to export messages from your conversations.

Find out more.

July 2023

[BETA] Copilot puts generative AI to work for your respondents

• Integrated directly into the conversation console, Copilot enables your respondents to provide more accurate assistance to your customers. Thanks to Copilot, your agents can find information, obtain ready-to-use answers and improve the style of their responses. Find out more.
• As the adoption of AI often raises questions, read our RGPD recommendations in the dedicated article

[BETA] Use an API in your bot scenario 

iAdvize allows you to automate your conversations by using your data sources to enable your bot to handle simple and repetitive requests independently. Thanks to this functionality, your visitors can obtain information, suggestions for personalised products or links to articles in the FAQ or your brand's knowledge base.  Find out more here.

June 2023

The supervision report has changed

The new version of the tool also offers you :

• full visibility of the different channels used and the degree of occupation of your agents, channel by channel,
• a new view of occupied and available slots, channel by channel,
• new filters by channel and by project,
• a separate list for tracking bot performance.

To find out more, click here.

Microsoft Azure OpenAI & iAdvize

To ensure you benefit from the most powerful generative AI technology possible, iAdvize is working in partnership with Microsoft Azure OpenAI. Read more about the implications of this partnership in this article.

New: provide access to people

You can create custom roles to meet your specific permission requirements. The new permission “Access to people” allows users to change the priority of conversations, the skills of agents and their channels. Find out more here.

May 2023

Smart Notes evolves and out of beta 

In addition to the AI-generated summary, your advisers will now be able to add comments at any time during the conversation and see the history of these comments if the conversation has been interrupted or transferred.

Only administrators can activate this setting. Find out more in the article for agents and the one for administrators and managers.

Live Shopping: organize and group your highlights

This feature allows you to offer your visitors themed video content based on the web pages they are browsing.  Find out more here.

Increase the productivity of your respondents 

The Salesforce connector lets you connect the iAdvize desktop to your CRM. This way, your agents can manage their conversations directly from Salesforce and save time.

Automate your user management

You can use the iAdvize API to import your users, create new ones or update them automatically. More details in the dedicated article.

You can also use it to check or modify the availability of your users on each channel instantly. Find out more here.

[BETA]: Use iFrame to isolate the main iAdvize tag

You can isolate the iAdvize tag to prevent it from obtaining information from your main web page or from modifying the state of this page. See our dedicated article.

April 2023

Administrators and managers: close conversations from the admin

This feature allows you to close conversations that are no longer useful or have been pending for too long. Learn more about this feature.

Live shopping: increase your sales with shoppable videos

iAdvize allows you to present products or services through short videos. You can now integrate these videos on key pages of your website and insert links to the products to encourage your visitors to buy. More information here.

[BETA]: Agents, read summaries of past conversations

Context information about conversations helps you respond effectively to your visitors. iAdvize allows you to automatically receive a summary of the conversations that have been transferred or paused and to add tags at any time during the conversation. More details in the dedicated article.

[BETA]: Tell your visitors the estimated wait time

This feature is an automated way to show your visitors how long they have to wait before talking to a human respondent. Available across all channels, it is particularly useful in an asynchronous conversation. Learn more about this feature.

March 2023

Apple Messages for Business comes out of beta

iAdvize allows you to communicate with your customers via Apple Messages for Business, the native iOS application. This highly versatile channel creates a premium experience that is fully integrated into your customer journey. Read more about this.

Geo-distribution: optimizing inbound conversation management

A recent enhancement allows you to more precisely define the number of slots in this queue. More details in the dedicated article.

Advisors: viewing snoozed conversations

In addition to their closed conversations, advisors can now view their snoozed conversations from a widget on their desk. Only administrators can enable this setting. More information in the article for advisors and in the article for administrators and managers.

February 2023

Optimizing the bot builder: send or not send a satisfaction survey 

As an administrator, you can decide whether or not to send a satisfaction survey for a bot conversation that ended in a failed transfer to an agent.

[BETA]: Engaging your audience from WhatsApp

Thanks to proactive messaging, iAdvize allows you to initiate the conversation on WhatsApp. Read more about it.

[BETA]: Making appointments with your visitors

This feature allows your visitors to make an appointment from a conversation with a bot or a human respondent. More information in this dedicated article.

Live shopping: new features 

• The floating player allows you to display your live video, according to your choice, on one or more pages of your website and increase your live audience. More details in the dedicated article.

• You can display crossed out prices on products offered during live shopping.

December 2022

Advisors: viewing closed conversations

In addition to their performance indicators, advisors can now view their closed conversations from a widget on their desk. Only administrators can activate this setting. More information in the article for advisors and in the article for administrators and managers.

Channel call: new recording option

Once activated, this option allows you to record 70% of your conversations. Your visitors have the possibility to refuse this recording before the conversation.

Beta: automation and personnalisation of your email requests

Thanks to the new automated flow feature, you can now customize the criteria and the way you ask your visitors for their email addresses, especially in the context of asynchronous conversations. More information in our dedicated article.

November 2022

Live shopping: new ways to analyze your events

• Your visitors can give their opinion on the event thanks to the new satisfaction survey. More information here.
• Export of event data is centralized and facilitated you can now select the dates and metrics you want to extract. Learn more about this feature.
• The video of your event is now available for download.

Optimisation of the snooze button

This update aims to reduce the waiting time of snoozed conversations, especially when respondents are no longer available to pick up the conversation. See our dedicated article.

October 2022

New: geo routing

This new routing method allows you to redirect your visitors to respondents located nearby. Geo routing also enables you to combine a geographical location with a specific skill in order to assign conversations to the most relevant respondents. More details in the dedicated article.

Live shopping: several new features

• It is now possible to use iAdvize chat on the replay of your Live Shopping events. More information in our dedicated article
• The "landscape" mode is now available for live events. Learn more about this configuration
• You can now broadcast your event simultaneously on your website and on your social platforms. Learn more about multistream

Custom buttons: an engagement method integrated to your website

A new version of the custom buttons (previously called fixed buttons) is available to better adapt your usages - they are templates of code to customize available in our developer platform. You can also find our design tips for this specific format.  

Also... 

• When sending the conversation history, or when a respondent sends a new answer (asynchronous mode), you can now choose to hide the content of the conversation to protect the privacy of the exchanges. More information in the dedicated article
• The Intent Manager interface is evolving to help you to continuously improve the performance of your artificial intelligence.

September 2022

Chatbox is now displayed by default on the call channel

This unifies the experience with other channels such as video, and allows respondents and visitors to exchange links and files more easily. 

August 2022

Agents can now switch to video from a chat conversation

When this channel is enabled in their account settings, agents can now offer their visitors to switch from a chat conversation to a video conversation, whether they are working from the desktop version or the iAdvize mobile app. More information in the dedicated article.

Aploze: new analytics dashboard

In the Aploze administration, this new dashboard allows you to track audiences, registrations, interactions, user behavior and business indicators.

July 2022

Agents can now view their indicators.

Agents can now view their performance indicators, either from a widget on the conversation panel for their performance of the day, or in a dedicated dashboard, once an administrator has activated this setting.

More information in the article for agents and in the article for administrators and managers.

June 2022

New version of the mobile SDK

With version 2.5 of our mobile SDK, you can now use the video channel on a mobile app. Find here the documentation for iOS and Android developers.

Authentication of conversations: beta available

This new feature, available in beta, allows you to authenticate your visitors before or during a conversation, and to continue it in full confidentiality. More information here

May 2022

Bots: personalized, dynamic and image-based scenarios

Two new features allow you to enrich the scenarios of your bots :

• API connections allow you to send or retrieve information from a database, whether it is your own, or associated with a tool (CRM, stock or shipping tracking). More information here.
• Carousels allow you to propose a "rotating" choice of images, with texts and links. You can propose this choice in a fixed way, or dynamically, also using an API connection. More information here.

April 2022

New design currently deploying on the conversation panel

We're currently deploying a new evolution of the conversation panel: more ergonomic, more playful and more intuitive. More info here. 

New notification format: mini badge

Especially suited to mobile navigation, the mini badge notification is twice smaller as the classic badge. It's also animated to catch visitors' attention. More details here. 

Custom roles to manage confidentiality

You can now customise iAdvize's standard roles by closing access to certain information (reporting, indicators, respondent's names and data, etc). More details here.  

Other news

We made improvements to the mirroring feature of the iAdvize mobile app. The new view is more efficient and more in synch with the visitors' navigation. More info on mirroring here. 

March 2022

February 2022

• the transfer of a conversation from the bot to an asynchronous rule is now limited to situations when there is at least one free slot in the conversation queue. 
• the iAdvize satisfaction survey is now available at the end of the chat when the conversation happens on your mobile application (mobile SDK)

January 2022

iAdvize now includes Apple’s messaging service among its offer of messaging channels, for an innovative messaging experience that’s fully integrated into your customers’ journey.

More information about this new feature here.

December 2021

Handle your third-party app conversations according to the time and day

November 2021

It’s now possible to develop your own apps to integrate into your respondents’ conversation panel, thus connecting your panel with your CRM, knowledge base, order tracking app or product catalogue. More info here.

• In the Routing tab, a search field now allows you to find your routing rules more easily. 
• You can now filter results by routing rule in the Live activity report.
• In the intent manager, you can now search among all intents listed in a specific language. 

October 2021

September 2021

August 2021

• a new notification format allows you to engage your website visitors to start a conversation on WhatsApp
• agents can now chat on 3rd party channels (SMS, WhatsApp, Facebook Messenger) for the iAdvize App

July 2021

June 2021

• red: agent switched to "unavailable" (they might be chatting but won't receive new messages) 
• orange: agent is available but is 100% occupied as they reach the maximum number of conversations 
• green: agent is available and at least partially occupied

• in conformity with GDPR, it is now possible for a visitor to delete their email directly within the chatbox (after they shared it to receive email notifications)
• in conformity with CNIL (French personal data authority) if visitors refuse cookies when landing on your site. you can ask for their consent again directly within the chatbox before they engage in conversation

May 2021

Find and analyze your undetected intents

In the Automation report, a new KPI, the Intent fallback rate indicates the number of conversations when the bot couldn’t link an expression to a known intent. You can export the sentences to analyze them and integrate them into your intent manager. More information here.

Other news

• you can now copy a bot from one project to another in your bot builder! More info here.
• you can now delete an intent in your intent manager. More info here.
• on June 1st, iAdvize will stop all developments specific to Internet Explorer 11 and Edge Legacy, before we stop supporting these browsers entirely on August 17th. 

April 2021

New features available for our intelligent bots

Two new important features will further improve intent detection for our intelligent bots:

• intent libraries containing standard intents and expressions for different lines of business (retail, insurance, finance, telecommunications & travel)
• entities: they will complete and nuance your existing intents. More information here

Other news

• to further ease conformity with European regulations iAdvize now only uses 1 cookie: vuID (for a 12 month duration). More information here
• in your Insights report, you can now manually delete keywords from your list to get a more relevant view. More info here 

March 2021

New live monitoring in the Production report

Now you can see a detailed list of online and active respondents in the production report, sorted by routing group, for all your communication channels and projects. More information here. 

New: intent fallback rate

In our Automation report, you can now visualize the success rate of intent detection in your bot scenarios. More information here.

Other news…

• proactive bots can start a conversation on highly visible notifications such as message and chatbox
• the chatbox GDPR form now includes an external link: you can now send your visitors on a dedicated page of your own website

February 2021

Augmented intelligence now available in 7 languages. 

iAdvize’s Augmented Intelligence, allowing you to analyze your visitors’ intents is now functional in German, Spanish, Italian, Dutch, and Portuguese (French and English were already available) 

More information here

Opening of WhatsApp private Beta

You can now benefit from iAdvize’s partnership with WhatsApp to engage with your visitors on the world’s most popular messaging app by entering our private beta. 

More information here

New ibbü sign-up

The ibbü app & website now include a sign-up for experts - its purpose is to ease and accelerate their entrance into the ibbü community. 

More information here

December 2020

Production report: live & more interactive

You can now read live an ongoing, pending or snoozed conversation from the Production report, and even release pending conversations to un-assign them from a respondent and send them back to the queue of the original routing group. More information here

New features in the Bot builder

You can now enter several messages at the same time, up to 5 images, Links enriched with images, or pdf files in a bot scenario thanks to the “rich content” card.

You can also preview the cards you are currently creating, and test the way your scenario unfolds in the bot builder.

Other news

• during a video conversation, the visitor can now see the video flow of a respondent, even if they de-activated their own camera and microphone
• you can now adjust the position of the notifications and the chatbox in the associated builders
• the filter “engagement campaign” is now available in the Insights report

November 2020

Alpha version of our new bot builder with augmented intelligence

In the new “Automation” section of iAdvize, you can find our new bot builder, that will allow you to quickly create a new bot scenario and to analyze the performances of its different versions. In the intent manager, you can train our artificial intelligence so that it understands your visitors’ questions (Natural Language Understanding). More information about this new feature here.

Find iAdvize within the iAdvize admin

When browsing iAdvize, you can now find tips and relevant content to improve your use of the solution, by chatting directly within the solution with our customer care team!

Other news

• the translation tool already available on the desktop version of the conversation panel is now available on our mobile app.

September 2020

New: the Insights report

The insights report significantly improve the analysis of your conversations, thanks to:

• word clouds
• trends
• popular categories
• satisfaction distribution

More information here

More monitoring in the Production report

You can now

• read conversations in progress (on-going & snoozed conversations)
• take action, by transferring or closing them
• follow the load of your conversation queues and the asignation of your messages

More information here

Other news

• In the Conversation report, you can now export conversations in .csv
• Conversation history is now visible by respondents in the iAdvize and ibbü mobile apps.

 

August 2020

Video conversation now available on our mobile app

The video feature is now available on the iAdvize mobile app for agents that were given the possibility. Cross-device video conversation (from desktop to mobile, and reversely) is also possible. More information here.

• In the production report, snoozed conversation are now visible by routing group, and pending conversations are now visible by routing rule.
• New “language” column for pending, ongoing and snoozed conversation in the production report.
• UI improvements on the ibbü quiz.

 

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July 2020

Chatbox (Messenger) Header customization

You can now modify the information displayed in the chatbox header : avatars, availability of the respondents, average response time… before and during the conversation.

Other news

• Our mobile SDK is now compatible with Objective-C language.
• You can now review the number of closed conversations over time in the Production report.
• You can now filter the CSAT by engagement campaigns in the Customer Experience report.

 

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June 2020

New design for the conversation window

A new version of the conversation window is now available for all respondents (i.e. agents, ibbü experts and community ambassadors).with a wider view of the conversation flow. On the right, a new tab displays all the information available on the visitors, as well as all possible actions. 

 

 

New: re-assignment after snoozing

When snoozing a conversation, respondents can now choose whether or not they want the conversation to be assigned to them once the delay is expired, or when the visitor answers. If not re-assigned to the same respondent, the conversation is assigned to an available respondent from the same distribution group.

 

 

Other news

• In the Customer Experience report, you can now visualize the CSAT by engagement campaign
• Visitors can now close notifications that appear with the badge format on the mobile version of your site.
• It is now possible to sollicit ibbü experts for personalized goals and remunerations (bonus missions)

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May 2020

Video channel now compatible with our new chatbox

You can now associate our rich conversational experience with the video channel, which has grown very popular with the Covid-19 crisis, and offer a premium experience to your visitors.

 

 

Unified experience for third-party channel messages

Messages coming from social networks, messaging apps and SMS will now be displayed the same way as chat messages. In the administration, you can now monitor the activity of these channels in the production report.

 

New composition area on the conversation panel

On the conversation panel, this new, flexible composition area adapts to the size of the agents’ messages and includes a new emoji panel, native to the browser. This new composition area is also accessible from the keyboard tabulation.

 

Updated Salesforce & Zendesk Apps

Mise à jour des Apps Zendesk & Salesforce 

La dernière mise à jour de l'app Zendesk vous permet de faire remonter l'ID de conversationla dans vos formulaires Zendesk de conversation iAdvize. La nouvelle mise à jour de l'app Salesforce bénéficie d'un guide d'implémentation simplifié.

The Zendesk app update now enables you to get an iAdvize conversation ID in your iAdvize Zendesk forms. The Salesforce app update comes with a simplified implementation guide. 

 

Other news

• Conversation Report filters now apply to exports
• you can now unblock agents blocked on Facebook and Facebook Messenger after 24h without an answer.
• agents and ibbü experts can now tag ended conversations when using the mobile app

 

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April 2020

Improvement of the waiting time for conversations coming from a queue

When a conversation coming from a queue has not been handled by an respondent (agent or ibbü expert) in 24 hours, it automatically goes back to an other respondent form the same routing group.

New gamification system for ibbü experts

Experts can now measure and compare their performances with their peers’ in a weekly ranking, based on a point and level system. 

 

 

Better monitoring of agents in the Production report

By clicking on the categories of ongoing, snoozed, or pending conversations, the 20 oldest conversations are now displayed in order to give you a better idea of the current activity.

 

 

Other news

• The SDA ID of the respondent is now displayed : in the menu of the conversation panel - this ID can be required to use our Click to call feature
• New data available in the conversation export: conversation tag, group name and name of the routing rule

 

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March 2020

Other news

• CSAT is visible by group in the Customer Experience report: a useful feature for admins and managers without assigned groups; at the moment, others will only see the grades of the groups they belong to. Ultimately, you’ll also be able to see view by subgroup
• New version of the mobile apps (3.8): users can now create, modify or delete their own canned responses directly from the apps.
• New on operator’s desk : a notification warns operators if they leave the desk while they are having conversations in progress. This message will allow them not to forget to handle their conversations before leaving the desk / disconnecting. And thus help not to impact conversation handling time.

Improvement of the visitor experience on the Messenger (chatbox)

You can now search by keywords and filtrate the Conversations Report by automation level: fully automated, partially automated, non automated.

• to know the volume of fully automated conversations led by an internal or external bot (automation + agent filter) 
• display only the fully automated conversations where your visitor left or reached the end of the scenario (automation + “specific sentence” filter)

Other news

• the Conversation and Customer experience reports become multi-project; you can now select several projects (=websites) in your Conversations and Customer experience reports to aggregate their data. 
• weight reduction of the Messenger (chatbox): the many innovations made to improve the customer experience had increased the weight of our Messenger. It has been optimised from 285 to 160 KB, with the same features. Improvements are still going to further improve this performance in the coming months.