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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 description of new features and improvements in the Kbot for ServiceNow product.

Live chat analysis

We keep enhancing the Content > Live chat analysis report:

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

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

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