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Trudy Slaght
Joined Oct 16, 2021
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Last activity Jun 19, 2024
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Latest activity by Trudy Slaght
Trudy Slaght commented,
Is anyone else having issues with messaging conversation messages showing twice? Unsure whether this is a bug that's just shown up that's related to the updated MCE, or if it's a separate bug. It's affecting all agents though thankfully customers only see one message.
View comment · Posted Jun 18, 2024 · Trudy Slaght
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Trudy Slaght commented,
As long as a user leaving the conversation or not replying to the bot is being counted as a success with the AI agent, I think this pricing model has a major flaw. The assumption that a customer exiting the conversation means they no longer have an issue is a very big assumption that is not reflected by what we see.
If the way that resolutions are being counted is going to remain the same, with at least half of the “resolutions” being false resolutions, then either the allotment of AI resolutions per seat should be doubled, or the price per resolution or bundle should be halved. As long as there are more false resolutions than real resolutions, then it is an added cost without a substantial benefit.
View comment · Posted May 09, 2024 · Trudy Slaght
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Trudy Slaght commented,
We have a fair number of customers who contact us on multiple channels at the same time - so they may message us, and call us - then have their inquiry resolved by phone. With the 72 hour no reply being counted as the bot having resolved things, this seems like there will be a lot of resolutions counted that haven't actually been deflected.
Are we going to be forced to disable the chat bot completely to prevent this from occurring? This is a major pricing change when we've actually found that transfers to agents have INCREASED since implementing the article suggestions and yet I see in our dashboard “5” resolutions from yesterday with no insight into how those inquiries were resolved.
The amount of resolutions included in the enterprise plan also does not seem to be a realistic number so I am currently failing to see the benefit here since there is lack of transparency around seeing what was counted as resolved. The lack of response from a customer being assumed to equal a non-transferred inquiry is quite an assumption that is not in line with what we see in our use case.
View comment · Posted Apr 17, 2024 · Trudy Slaght
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Trudy Slaght commented,
Stephanie Young Honestly? Not really. We enabled omnichannel for less than 24 hours and the serious issues it had led to us immediately disabling it. For starters it doesn't understand that one agent can't handle two live channels at the same time - so it was designed as if accounts don't use more than one live channel like chat and talk. Additionally, whoever logged in first in the morning would get dumped all the overnight messaging conversations.
Messaging and agent workspace has been a net positive once the adjustment period passed (though we hadn't customized chat much) but omnichannel routing was a big disappointment. We haven't trialed it again since the initial roll out because over a year later it still routes multiple live channels to an agent at the same time.
View comment · Posted Mar 25, 2024 · Trudy Slaght
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Trudy Slaght commented,
Thanks Barry, this is great news! We have been eagerly awaiting this!
View comment · Posted Mar 11, 2024 · Trudy Slaght
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Trudy Slaght commented,
Is there a way to exclude certain help center articles from being the main source, or to rank support articles to make them more likely to pull from?
Use case: All of our products require installation, so the word "install" is present in dozens of our support articles. When I tested a question asking about installation, the answer pulled was from an article that needs to be public, but would be the wrong answer 99% of the time.
I could configure tags to exclude an article from generative replies, or if there was a setting within guide that allowed an article to be excluded from generative AI responses, that would be even better.
View comment · Posted Oct 20, 2023 · Trudy Slaght
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Trudy Slaght commented,
Amon Wong and Crystal Bustil - draft mode is present in the agent workspace now and if it is turned on, then you can have the default set to be public reply and then enable draft mode. The icon is in the far left from any public reply window and once enabled, then you have to hit an ok confirmation for the email to be sent. Until draft mode is turned off, the state of draft mode persists between tickets.
This has resolved the issue quite well for our team, although there have been some other updates that make keeping public as the default reply mode more feasible now (tickets with messaging no longer default to messaging after an email has been sent - which is a huge improvement!)
View comment · Posted Oct 18, 2023 · Trudy Slaght
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Trudy Slaght commented,
What about those who aren’t using omnichannel because the omnichannel issues made it impractical? (First person online getting flooded with messaging tickets from overnight is an absolute deal breaker for us.) We just want focus mode to work for messaging and talk the way it used to work for chat and talk. Not sure why this has taken over a year to implement. It already doesn’t route calls when you have a message conversation but it will make calls back up in queue when you’re done the message conversation and doesn’t route them to the agent unless the agent goes offline for awhile or clears cache.
View comment · Posted Sep 20, 2023 · Trudy Slaght
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Trudy Slaght commented,
I see now there is an update - thank you. I'm glad to hear that the MAU pricing won't be implemented this year. Will you please pin the update (and future updates) the same way the July 27 update was pinned? It makes it much easier.
View comment · Posted Aug 22, 2023 · Trudy Slaght
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Trudy Slaght commented,
It's been almost a month since the last update. While I haven't posted on this thread, I've been monitoring it. The unpredictability of pricing and the extremely low cap after the amount of marketing that ZD has done to encourage accounts to use the bot features is very disappointing. We get more inquiries that are handled by agents since having introduced the bot - the bot makes customers feel more comfortable asking questions, so our overall contact volume has increased since implementing the bot. This is good because we want customers to reach us, but I don't think it's accurate to market the bot as reducing agent workload, especially considering the degree of customization that is needed and that the forms themselves do not intuitively work with the bot unless you set up some very specific triggers.
In essence you encouraged companies to utilize the bot, and now that companies have it as part of their work flows, significant changes are being rolled out. In addition to that, while you've implemented "monitoring" so companies can see what they need, near as I can tell, the only way to "guess" at your need is to view the total at some point on the 30th/31st of the month, because on the first it re-sets. And even that isn't very useful since it says that data may be delayed by up to 24 hours. I've been trying to "catch" the monthly total for months now and still haven't been able to due to how my schedule has fallen. Even if I had been able to view it, I have no faith in the accuracy of it nor would I know what would occur in the hours after I view it.
HOW are companies even supposed to know what their historical monthly usage has been? How does a company who sits at 990 on a slow month have any predictability in either access to the feature or pricing when volume fluctuates.
I hope that the plan that is being discussed right now takes these things into account.
View comment · Posted Aug 22, 2023 · Trudy Slaght
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