Changelog

We've added more customisation options for the Brainfish Widget, giving users more control over how the help center appears to their customers.

Users can now alter the colour scheme, change button text, and modify the overall aesthete that matches their brand identity perfectly. This high level of customisation will enhance the customer experience, helping to create a uniform brand image that stays consistent across all channels.

This feature allows your customer-facing content to maintain a seamless look and feel, aligned with your brand's style and tone. By creating a uniform experience, you can effectively increase customer trust and interaction with your service.

Removal of the Archive Option

In our bid to simplify the Brainfish user interface and make it more efficient, we have removed the Archive Option. This means that all your previously archived materials would now be found in the Trash. But don't worry, they're not discarded. We just made a decision to merge both functionalities into one to help declutter the interface and give you a more streamlined experience.

The Trash now serves as the place for all your deleted queries and responses, as well as the previously archived content. This will make organising, retrieving, or permanently discarding content much easier for users.

You asked...we've answered! For months we've been answering customer questions using the Brainfish search engine, and averaging pretty decent response times of around 5 seconds to answer.

Introducing - ANSWER STREAMING!

What is answer streaming? Answer streaming instantly shows the first word of a response and shows the user the answer being generated in real time.

‍This means Brainfish can now consistently answer a customer question in 2 seconds!

We're super excited by this release and it's already making customer answers lightning fast.

Enhancements

• Archive Removal: As part of our commitment to a more streamlined user experience, we've removed the Archive feature due to its limited use and overlap with the Trash feature.
• Updated Navigation: To simplify navigation, the Trash feature has been relocated to the Articles tab.

Bug Fixes

• Search Analytics Filtering: We've resolved bugs related to search analytics filtering, making it more user-friendly and it's now easier to identify the reasons behind unanswered questions.

We are excited to announce that our search functionality has been optimised to provide answers more rapidly than ever. Now, users can experience an average speed that's 2X faster, making the process of finding answers more timely. We are continuing to optimise search speed and will further bring this speed down over time.

Analytics Exports

To improve our data accessibility and usability, we’ve incorporated a new feature that allows users to export search questions and answers in an easier format – CSV. This feature aids in comprehensive offline data analysis.

Staff users can now easily export lists of questions, answers, ratings and related articles organised by date and time.

Note:

• To download your data, navigate to the 'Analytics' section, under the Search tab - select 'Export'.
• The Export will download the current filtered date range of records.

We've now added confidence scoring to answers in Search Analytics.

This confidence score represents how confident Brainfish was that the content was relevant to the question.

It does NOT have any relation to the generated answer. It's specifically an indication of our confidence in the content's relevance.

Search engine 2.0

This week we've launched our new search engine.

It includes our new ranking algorithm which we're refining over the next quarter, as well as sets the Brainfish platform up to be leaps forward of anything on the market from a search perspective going into 2024.

Answer quality will be drastically increased as we roll the search engine out to all of our customers.

We'll also be able to progressively better optimise speed-to-response and latency with more control.