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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 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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