New voice chat report

Wolkvox Manager has added a new report, the "15. Voice Conversations Report (IVR + ASR + TTS + NLP)" report, to the "Diagram Reports" group. This report is specifically designed to provide detailed visibility into the consumption and usage of the "Conversations" component in automated voice flows.

Benefits

• Cost Optimization: Allows you to monitor the consumption of NLP (natural language processing) and TTS (speech synthesis) credits, which is crucial for managing and optimizing costs associated with conversational AI.
• AI Performance Analytics: Provides metrics on speech recognition time (ASR Time) and total IVR time, helping to evaluate the efficiency of automated interactions.
• Usage Pattern Identification: Provides data on dates, times, and routing points of execution, making it easier to identify usage patterns and optimize conversational flows.
• Operational Transparency: Provides a clear view of AI resource usage in each voice interaction, improving transparency and auditability.
• Informed Decision-Making: With detailed consumption data, administrators can make informed decisions to adjust AI settings and workflows.

Generation of the new report

1. Navigate to the "Reports" section in the left side menu.
2. Select the date range for the report.
3. Go to the “Diagram Reports” tab.
4. Select the report "15. Conversations Voice Report (IVR + ASR + TTS + NLP)" to view the usage consumption details of the "Conversations" component.
5. Click the “Generate Report” button.
6. The generated report will display the data in several columns, including:
   1. CONVERSATIONAL ID: Displays the routing point from which the interaction was executed.
   2. CONNECT ID: Displays the caller ID.
   3. DATE: Displays the date and time the interaction was executed.
   4. IVR TIME: Displays the consumption time in IVR minutes.
   5. NLP CREDITS: Displays the NLP credit consumption, which varies depending on the model used (Fast, Smart, Reasoner or Automatic).
   6. ASR TIME: Displays the total speech recognition time.
   7. TTS CREDITS: Displays the TTS credit consumption, which varies depending on the type of TTS voice used.

“Continue chatbot” functionality available for web chats

wolkvox Studio has extended the "Continue Chatbot" functionality to web chats created and managed within the platform. Previously exclusive to WhatsApp, this feature now allows chatbots on web chat services (embeddable on any site using HTML code) to send multiple consecutive messages without requiring an explicit response from the customer to advance to the next step in the workflow.

This feature is configured at the level of each "Reply Chat" component in Wolkvox Studio, within Chat routing points. By activating the "Continue Chatbot" checkbox, the bot flow will automatically progress to the next component after sending a message, eliminating the need for the customer to intervene with a response. When the checkbox is not activated, the flow will pause and wait for customer interaction before continuing.

Benefits

• More Fluid Conversational Experiences: Allows you to design interactions where the chatbot can provide extensive information, present options, or guide the user through multiple steps without interruption, improving the customer experience.
• Greater Efficiency in Automated Flows: Ideal for scenarios where a series of informative or preparatory messages need to be delivered before a transfer to an agent or a decision is made by the customer.
• Interaction Latency Reduction: Eliminates unnecessary wait times, making automated conversations faster and more direct.
• Flow Design Flexibility: Gives admins the ability to create hybrid flows that combine guided interactions (with "Continue Chatbot" active) with interaction points where a customer response is expected.

New features for chat surveys

Several significant features have been implemented in the chat survey configuration in Wolkvox Manager. These improvements allow for greater customization and control over survey sending and management, optimizing the specific needs of each operation. New features include the ability to disable sending surveys based on activity codes, customize survey link text, set expiration times for surveys, and set required questions.

Benefits

• Enhanced Control: Allows users to disable sending surveys based on specific activity codes, preventing unnecessary or irrelevant surveys from being sent.
• Link Text Customization: Makes it easy to customize the survey link text, improving clarity and the user experience when interacting with the survey.
• Expiration Time Settings: Allows you to set an expiration time for surveys, ensuring that responses are timely and relevant.
• Required Questions: Make it easy to set up required questions in your surveys, ensuring that all necessary data is collected.

Disable sending surveys based on Activity Codes

• Settings: In the survey settings, select the option to disable sending surveys if the chat is categorized with a specific activity code.
• Code Selection: You can select one or more activity codes. If the chat is classified with one of these codes, the survey will not be sent to the customer.
• Applicability: This setting is available for both "Integrated" and "External" survey types.

Customize the survey link text

• Configuration Field: Use the new "Message Link in Widget" field to customize the survey link text.
• Display: When the survey is sent to the customer chat, the customer will see this custom text as a link to the survey.
• Applicability: This customization applies to both "Integrated" and "External" surveys.

Set an expiration time for the survey

• Configuration Field: Use the new "Survey Expiration Time" field to set an expiration time.
• Available Options: The available options are 'No time limit', '15 minutes', '30 minutes', '1 hour' and '1 day'.
• Expiration: Once the configured time limit has passed, accessing the survey link will display the message "The survey has expired."
• Applicability: This setting only applies to "Integrated" surveys.

Set mandatory questions in the survey

• Configuration Field: Use the new "Required Question" checkbox to set which survey questions are required.
• Applicability: This setting only applies to "Integrated" surveys.