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Danil Chernovalov (Unlicensed)

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The 2020.13 version is the result of a two-week sprint of the Konverso Continuous Development mode. This page provides a complete the description of new features and improvements in the Kbot for ServiceNow product. To view the complete list of Kbot changes, see the Kbot version 2020.13 page.

Live chat analysis

We keep enhancing the Content > Live chat analysis report:

  • The new algorithm identifies ServiceNow URLs reported sent by agents to users and proposes these URLs as insights in the Live chat analysis report.

  • The new way of detecting ticket references inside either agent’s or bot’s text, and adding them messages are detected and added into the Insights tab. This feature allows to set Thus, a ticket can be set as an insight (not trainable), so users are forwarded into this ticket directly.

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