What's New? - Product Updates October 2024

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Each quarter, we keep you informed of the latest developments within our platform. Curious about the improvements and new functionalities we've introduced? We'll cover them in this What's New update.

New integrations: Microsoft CoPilot & Avaya Enterprise Webchat 

A major new feature we've introduced is the addition of Microsoft Copilot as a bot service. With its seamless integration, we can quickly configure Copilot as your chatbot, allowing you to respond to customer queries more intelligently. Additionally, Copilot can be easily integrated into any live chat platform with the help of Seamly.

We've also added Avaya Enterprise Webchat as a live chat service, which is now easily integrated by us.

Improvements: Genesys Web Messaging & Spotler

We've enhanced the Genesys Web Messaging API. With this update, we can now more precisely control when agents are available, giving you greater flexibility in managing the queue, for example, by setting a maximum number of waiting customers.

Additionally, the OBI4wan services have been rebranded as Spotler Engage and Spotler Aigent. With improvements to the API, this integration is fully ready for future enhancements.

Conversation transcription

A new update now makes it possible to transcribe phone conversations between employees and customers. This feature was already available for chat conversations, and is now extended to phone interactions. This opens new possibilities for creating summaries and logs, contributing to more efficient customer management.

Further updates 

We've also improved conversation history translations. Employees can now see the entire conversation history directly translated into their own language. For example, an agent can handle a conversation with a Dutch customer in English, while still following the conversation history in English. For the customer, the conversation remains in Dutch.

In addition to these larger updates, we've further optimized our platform. For instance, admins can now manually end conversations when necessary.

We always improve our platform in consultation with our customers. Do you have a suggestion? Let us know, and we’ll get to work on it!