Product updates Q3 2024 

This quarter we’re unleashing the power of AI for our solutions. Take a look at the video, which will uncover how AI Agent Assistant and the new Analyze Dashboard can help you enhance customer experiences and optimize operations.

In the video above, we provide an in-depth look at our latest updates and features. Here’s a quick summary of the key highlights covered:


Agent assistant – We’re adding new AI enhancements to ‘our contact center solution Conversations with suggested replies and automated meeting summaries, boosting agent efficiency and alleviating time-consuming tasks. By streamlining the summarization process, you can improve ROI and reduce agent burnout by minimizing repetitive work, leading to higher job satisfaction and lower turnover rates.

New Dashboard – The new Analyze Dashboard is now live on the portal, designed with your needs in mind. In this early access release, you’ll experience a refreshed user interface, expanded metrics, enhanced filtering options, and robust multi-channel reporting. These enhancements will make managing your data easier and more insightful than ever.

And that’s just the beginning. We have a range of additional exciting updates designed to strengthen your customer interactions and propel your business forward.

To preserve WhatsApp’s reputation as a premium platform for business interactions, Meta is implementing frequency capping on marketing traffic globally.
 
A new set of advanced measurement mechanisms will limit the number of marketing conversations a user receives from a business in a given period, and all other marketing messages beyond that limit will be blocked.

To enhance the user experience, the business is currently allowed to send two marketing messages per conversation (24-hour conversation window).

If a user responds, free-form messages, including interactive messages such as URLs, CTAs, Lists, and Flows, should be sent to continue the conversation.
A business is also allowed to send one further marketing template in that 24-hour conversation window regardless of the user’s response.

In case the user doesn’t respond to any of those two marketing messages, a business can attempt to send an additional campaign at another time after the conversation window is closed.
 
Blocked messages are identified by a new error code 7032, which helps you monitor drop rates due to quality initiatives.

This includes but is not limited to, the per-user marketing limit. If a marketing template message is not delivered to a given user due to the limit, the error code description will be EC_FREQUENCY_CAPPING.

To achieve high-quality conversations that bring more conversions, now you can send a Flows message as a template.

Provide more value from the start with the new Flows template feature, available via API and Portal. Reach out to customers with messages that include a CTA, automatically activating Flows and improving interaction efficiency.

With Flows you can use different elements, including forms, radio buttons, checkboxes, and drop-down menus, to build and enhance ‘app-like’ rich customer experiences within WhatsApp.

You asked, and we delivered! Creation of bots in Answers just became easier with the Copy and paste feature.

When you have to utilize similar elements throughout the bot, especially those that are more complex or difficult to create (Conditions element, Call API function, etc.), this new feature will help you streamline the bot-building experience, making it faster and more efficient.

As an additional enhancement in Answers, we’re introducing a powerful new element designed to offload tasks from agents and maximize data collection.

The chatbot can be designed to identify and tag customer interests as users move through their journey. By adding this new element – Conversations tags – in the chatbot flow, you will minimize time-to-handle conversation by directing the inquiry to the appropriate queue, ensuring it reaches the most qualified agent for the specific topic.

Transform every support and purchase experience into a personalized journey where customers interact with agents they know and trust.

With Private Auto-Assignment for Conversations, customers can always connect with their specific agent, ensuring a consistent and personalized service experience.

CoVision WeChat Connector
 
Unlock the power of WeChat in the Infobip Portal! The Covision WeChat Connector bridges the gap between one of the world’s most popular social platforms and Infobip, ensuring your brand stays connected and relevant.
 
Answers on Oracle Responsys
 
WhatsApp and Viber for Oracle Responsys is now empowered with chatbot-building capabilities directly in the tool. Create comprehensive end-to-end journeys, starting with promotional messages, progressing through chatbot conversations, and updating customer profiles, all within Responsys.
 
HumanFirst for Conversations
 
Enhance customer engagement with HumanFirst on Conversations. This tool combines data, generative AI, and human expertise to identify and resolve real issues, driving retention and reducing costs. By leveraging LLMs (large language models) with Conversations data, you can gain insights without manual transcript analysis, optimize agent efficiency, and make data-driven decisions across support, sales, marketing, and product.

We hope these features have inspired you to enhance your customer engagement strategies and operational efficiency with Infobip. Stay tuned for more innovations that empower your success.