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Version 2020.13

Version 2020.13

Owned by Danil Chernovalov (Unlicensed)
Last updated: Sept 03, 2020
1 min read

This page provides 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 sent by agents to users and proposes these URLs as insights in the Live chat analysis report.

  • The ticket references inside agent’s or bot’s messages are detected and added into the Insights tab. Thus, a ticket can be set as an insight (not trainable), so users are forwarded into this ticket directly.