Khoros Service Fresh Features episode 5

Additional GenAI foundation models are now available in Khoros Service to assist with GenAI response configuration. You can cater to your model preferences by utilizing Gemini Pro 1.5, OpenAI GPT4, or Anthropic Claude.

Get the best of both worlds for bot control and improved outcomes through Gen AI with this new feature for dynamic replies. This capability enables you to configure traditional flows with controlled intents and topics, with the additional option to create a trigger fallback to your Khoros GenAI knowledge base when a topic or intent is unknown. The bot will generate a reply using the knowledge from the GenAI repository while staying within the controlled settings.

With our newly developed Persona Management within Helix, configuring and managing multiple bots and knowledge sources for various use cases (such as order management, returns, or products and services) is easier than ever.

Persona Management lets you configure and manage GenAI personas by selecting the type (this could be a bot or agent assist), the prompt template, and the knowledge source.

In the past, it was difficult to configure varied bot responses for Facebook public mentions. Now, with this update, you can add multiple bot response variants for public mentions on Facebook, using a single ‘trigger event reply’ to initiate it across multiple flows. With multiple added variants, each time the same or similar question is detected, Flow will randomly send one of your predefined responses. Essentially, it’s a varied bot response to similar questions so that it won't look like a spam bot.

Quick replies are now more consistent with how buttons work in Flow. Enhance your analytics data for quick replies by measuring button clicks with IDs or labels, triggering additional flows, and adding parameters or tags.

We made a small but powerful improvement to Flow Triggers, which your automation designers will appreciate! Previously, you had to add an event, which then triggered the flow. Now, we support triggering flows directly when an intent is detected.

Agents can now manually create CRM cases from Khoros Care conversations, sending only relevant posts to Salesforce rather than synching all posts.

We’ve added the ability for admins to map their agents' emails in case there is a discrepancy between their CRM and Care. This ensures that the Care iFrame is displayed correctly when used in Salesforce.

You can also now customize your brand experience even further and enhance mapping between your CRM and Care platforms with additional CRM field types, such as Multi-Picklists and Dependent Fields.

When our customers make product enhancement requests, we listen, and that’s how this capability came about! Autofill functionalities can now populate post-level data into Salesforce objects generated from Care.

Your team can now speed up development and simplify ongoing maintenance of mobile applications with React Native mobile SDKs for Brand Messenger. This feature enables developers to craft high-quality mobile applications that use a single codebase to deploy seamlessly across iOS and Android platforms.

Simplify reporting for auditing and compliance purposes with change log exports – now available in Care.

Gain more control over your data, particularly how you sort and filter it, with our next generation of analytics, coming to a widget and dashboard near you!

With these brilliant new features, you’ll be able to add tags and filters without creating a smart view. You can also filter by widget or dashboard view and add smart view filters at the widget level to prevent any conflicts between the new filters.

You will also be able to filter analytics at the source-account level and channel level without relying on Smart Views and Source Tags as we do today. The new source filter will let you sort and filter by either account, channel, or both.

Stay tuned for our next Fresh Features episode, where we introduce innovative features that make managing customer experience easier across all touchpoints — regardless of entry, need, and cadence.

In the meantime, if you’re interested in learning more about the fantastic new features in this blog, please don't hesitate to reach out to your customer success manager or book a demo to learn more.

The key to success is always being available for your customers wherever and whenever they need you. Khoros Service is a solution that helps enterprise businesses scale their customer service operations quickly, seamlessly blending synchronous and asynchronous modes. ​​

We are firm believers in the idea that every component, whether it is AI-powered bots or business applications, should work together to enhance the efficiency and effectiveness of customer engagement strategies.

Our customer service software allows brands to serve customers on their digital channel of choice with unmatched operational insight to boost satisfaction and reduce costs. When you unify multiple channels in a single workflow, you empower your agents with the ability to engage across all touchpoints, including but not limited to:

• Messaging apps like WhatsApp, Apple Business Chats, and Line

• Social networks like Facebook, X, LinkedIn and WeChat

• Review sites, like Google Play Store, iOS App Store, Yelp, and Trustpilot

• Brand-owned channels, like web chat, in-app, email, SMS, and voice

• Owned communities, forums, and knowledge bases