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Morgan
Joined May 10, 2022
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Last activity Dec 07, 2023
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Latest activity by Morgan
Morgan commented,
We've hit the limit too. We have the same agent handoff steps in all of our bot flows, so it sounds like the new solution will greatly benefit us.
View comment · Posted Dec 07, 2023 · Morgan
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Morgan commented,
This is pretty much a no-brainer and is highly needed.
View comment · Posted Dec 07, 2023 · Morgan
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Morgan commented,
Thanks Shawna. I submitted a post.
View comment · Posted Nov 27, 2023 · Morgan
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Morgan created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
When creating sandbox environments, the Guide production instance needs to be available to copy into the sandbox as well. Not having a production copy in the sandbox greatly impacts the ability to test bot an AI functionality. The new generative AI functionality needs to be able to pull information from Guide when suggesting solutions to customers. Re-creating a handful of articles in the sandbox version of Guide does not allow for large scale, production comparable validation testing. Not having this feature is forcing us to do validation testing of the bot and generative AI functionality in production. Which, as expected, causes less than ideal bot interactions for customers and a sub-par customer experience. This also causes admins to have to work off-hours in order to test, when they should be able to test during normal business hours in a sandbox.
What problem do you see this solving? (1-2 sentences)
This would allow for proper validation testing to happen in a safe, sandbox environment, with no impact to our customers.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is an everyday problem right now as we are working through bot optimization and validation testing of generative AI.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
The only workaround is to use production so that the AI can pull from our Help Center (Guide).
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Guide needs to be available (as at least an option) to copy over into sandbox.
Posted Nov 27, 2023 · Morgan
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Morgan commented,
When will Guide be replicated as part of sandbox? It is impossible to test AI bot capabilities fully without our entire knowledgebase being available in sandbox. Not having this feature is forcing us to test in production, which as expected is causing issues and not providing the best customer experience. Having Guide fully replicated as part of sandbox is a no brainer and hopefully something that will be available ASAP especially with the rollout of the AI package.
View comment · Posted Nov 17, 2023 · Morgan
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Morgan commented,
Or at a minimum allow us to update the ticket channel via triggers so we can create workarounds until a permanent solution is in place.
View comment · Posted Nov 07, 2023 · Morgan
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Morgan commented,
It would be nice to have the ability to track how often our agents are using the summarize feature. There doesn't seem to be any action that is noted in the ticket history or a tag that is applied to the ticket when the summarize feature is used. Is that something that could be made available in future?
View comment · Posted Oct 27, 2023 · Morgan
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Morgan commented,
It does! Thank you so much!
View comment · Posted Oct 09, 2023 · Morgan
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Morgan commented,
Thanks for the quick reply, Brett. Unfortunately I never got a follow up email after the event with a link to the recording. I checked my spam as well and there is nothing. Do you happen to have a link you can post?
View comment · Posted Oct 09, 2023 · Morgan
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Morgan commented,
Is there a recording of the event? I wasn't able to attend, but would love to see what I missed.
View comment · Posted Oct 09, 2023 · Morgan
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