Release Notes - August 2024

Aug 2024 - New Account experience, new Agent experience, enriched Salesforce
plugin, and more.

Intro

Summer is in full swing, and the heat is on! We're cooking up some fantastic new items and simmering improvements to improve your life with us.

Major new features

• Agent Assist
  • New Agent Experience powered with SupportLogic Insights and GenAI capabilities such as Case Summarization, Knowledge Copilot, and more
• Account Intelligence
  • New Account Experience with next-gen Account Health Scoring model, Account-based Filtering, and more
• Core SX 
  • Support for Transcription of Voice Call Cases with out-of-the-box integration with NICE
  • Salesforce Plugin and Widget library enriched with Knowledge Copilot widget powered by xFind
  • Write-backs for Likely-to-escalate activity and more 
  • OAuth for MS Dynamics

Changes/Updates

• Case Assignment improvements
  • Several features were added to the ICA module to help users with the expandability and validation of the manual and auto-assignment 
• Core SX 
  • New User profile page
  • Slack and email notification updates
  • My agents and My customers page improvements
• Elevate SX
  • Dashboard default Time Period
  • Dashboard growth rate improvements
• ML new Commercial signal and Churn risk, Profanity, and Confusion signal improvements

Thanks
The SupportLogic Team

New Features

Agent Assist  

New Agent Experience powered with SupportLogic Insights and GenAI capabilities is now available within SupportLogic UI and within your CRM as embeddable iFrames.

From within the SupportLogic UI, Agents can 

• better manage their backlog with "My Cases" page, featuring a prioritized list of cases and highlighted SL activities that require their immediate attention

• get a GenAI powered summary of the Case and respond more effectively to Customers using productivity tools such as grammar assist, translation assist and tonality assist

• make case updates including internal notes 
  
  
  

Agent “My Cases” view in SupportLogic

Agent “Case Detail” view in SupportLogic

From within your CRM, Agents can perform the following via embedded iFrames  

• better manage their backlog with "My Cases" page, featuring a prioritized list of cases and highlighted SL activities that require their immediate attention

• get a GenAI powered summary of the Case and SL insights such as sentiments and scores

• efficiently find answers to questions pertaining to the case by searching through the Knowledge sources that they have access including past cases 
  
  

Agent “Case Detail” view in SupportLogic

Agent “Case Summarization” view in CRM

Agent “Case Insights” view in CRM

Agent “Knowledge Copilot” view in CRM

Account Intelligence

New Account Insights view

New Account Insights view powered with the next-gen Account Health Scoring model, built on parameters that matter most for the health of your account such as case trend, escalation trend, case sentiments, engineering issues, etc. Support Managers, Account Managers and Customer Success Managers can now get a quick pulse of the Account Health, including the factors & cases that are negatively impacting the Account Health and proactively address the broader issues occurring at the Account level.
 

Account Hub Overview 

Account Health Score model is based on a configurable set of predetermined contribution factors which fall broadly into 5 categories.

• Case Trend determined by volume and spike/dip

• Business Impact determined by case severity, case escalations, etc.

• Product Complexity determined by engineering issues

• Support Quality & Efficiency determined by resolution time, case activity, etc.

• Customer Experience determined by customer signals & scores
  
  

Besides viewing the current snapshot of the Account Health, users can also look at the historical trend of the Account Health Score and a timeline of key events such as escalations, churn risks etc.

Account Insights view also provides a comprehensive view of all the support data associated with the account such as case trend, signals etc. Users can identify Account level patterns and issues by grouping, filtering and sorting cases based on various case level parameters such as signals, support teams, region, priority, etc.

Account Hub Support View

Application-wide account-related filters

Support Managers, Account Managers and Customer Success Managers can now easily filter cases that are relevant to them based on Account fields via the Global filter. Besides Account fields, users can also filter based on Account scores using the Global filter.

Global Filtering based on Account fields

Global Filtering based on Account Health Score

Core SX 

Voice Call Transcription

Voice Case support has been further enhanced with ability to transcribe Voice Call recording. We can access voice call recordings (related to your cases) that are stored in your telephony provider’s landscape, transcribe the voice call recording and detect ML signals & scores for the associated voice cases.

Enhanced Salesforce Plugin

The Salesforce plugin has been enriched with Knowledge Copilot widget that would enable agents to efficiently find answers to questions pertaining to resolving the case. We use a precision RAG technology to search across multiple knowledge sources including past cases, past engineering tickets, and identify the right answer to the agent’s question. Besides the knowledge summary that is recommended to the user, users can also browse and review all the relevant search results.

Knowledge Copilot in Salesforce Plugin

Enhanced Case Summarization 

We have been actively improving the Case Summarization output to provide a more detailed, accurate and actionable summary. Besides, we have made Case Summarization context aware so that we can present different kinds of case summarization based on the persona needs and the workflow.
 

Support Hub Case Summarization

Writebacks for likely to escalate activity

More escalation activity can now be synchronized to the customer CRM, using our unified write-back system. New options are now available for the write-back into the custom object:

• Likely to escalate predictions

• Acknowledgment, disagreement, and snoozing of predictions from all channels, including email and Slack

• Resolution of escalated cases

• Addition of escalation notes

• Escalation request signal acknowledgment/decline
  
  

OAuth for MS Dynamics

Our MS Dynamics customers can now authenticate and connect their CRM account directly in our UI, which opens up more capabilities such as writing back scores, assigning cases, and updating fields.

MS Dynamics OAuth

Changes/Updates

• ICA Improvements
  All applicable case queues (CRM and Virtual) added to be visible on the assignment board
  

Case on the assignment board

• Queue name added to the assigned case to indicate from where the agent was picked for assignment, to help with the retroactive review of the case assignment
  

Assignment Timeline 

Case Timeline

• Each agent presented with a Virtual team and Queues he linked to for explainability reasons: 
  Recommended agents

Added ability to share the message to explain the assignment, while manually assigning agent from SupportLogic interface.
Message sharing during the assignment

Validation of the filter query added to the assignment queue filters, to provide a simple indication of the potential problem with the filter definition:

Queues filter validation

• New User Profile page

  • The Preferences page was replaced with the User profile page with more functionality coming to this page soon, stay tuned!
    

User profile page

• Slack and email notification updates

  • Slack and email notifications are updated to include View in CRM/SL directly from the message body.
    Slack message
    
    

• My agents and My customers page improvements

  • My agents and My customers - number of individual accounts and agents added for the Virtual groups/teams
    My agents page
    
    My customers page

• Elevate SX
  We’ve shipped some UX improvements around the Dashboard page.

  • Default Time Period - All users will now have the “Review Period” defaulted to “Last 30 days”. So, whenever you login next, that will directly be applied. As before, whatever changes you make to the filters will be saved during your session, just that when you login again, the new default will be applied.

  • Growth Rate - We’ve now included tooltips to the growth rates displayed in the Dashboard to make those numbers clearer.
    
    

Growth rate tooltips

Coming soon:

1. Acknowledgements - a workflow for your agents to acknowledge and confirm the review received for a case

2. New Ticket Detail UI - a whole new redesign, to match the Core SX UI, with some key enhancements to the workflows

3. Dashboard enhancements

•  ML new Commercial signal and Churn risk, Profanity and Confusion signal improvements:

  • New Renewal Signal released into a new category of the Commercial signals. This is the first signal in the series of commercial-related signals that will cover both positive and negative aspects of the commercial risks and opportunities. The Renewal signal refers to the process of extending or continuing a contract, subscription, license, or service agreement beyond its initial term. It involves the customer's decision to maintain their relationship with a provider, often requiring negotiation of terms, pricing, and conditions for the next period of service. The new signal is released with a precision of 89% and a recall of 86%.

  • Churn risk signal: The updated model shows a 30% increase in precision and archives a 9% increase in recall. It detects around 10% more signals in production data.

  • Profanity signal: Replaced pattern matching with a neural network-based model serves both Core and Elevate modules. Precision dropped from 100% to 99%, but recall rose by 70%.

  • Confusion signal: The training set was enriched with a redacted data set, adjusted to better address Voice data, and included customer feedback. The updated model shows a 30% improvement in precision and a 9% improvement in recall.