February 23, 2024
To end the groundhog day of questions to your support and product teams from other departments, we're here this week with significant updates to our Chrome Extension, Agent Assist, and to introduce a useful new feature to quickly import knowledge or blog articles:
We're thrilled to present Agent Assist 1.0, which is designed with your internal staff in mind. This advanced Chrome Extension empowers your teams to get access to information quickly and independently, reducing the load on your support and product personnel.
The new Agent Assist features a streamlined set of filters, allowing your team to rapidly hone in on the exact information they are seeking, virtually eliminating the need for extensive searching or for fallback on the support team.
The search function within Agent Assist 1.0 has been completely overhauled, generating specific answers backed by your docs in under 2 seconds. This reduces internal query times and allows your teams to find immediate answers to pressing questions about the company's products.
This blend of near-instant answers and deep filters translates into reduced discrepancies, clearer information, and significantly reduces the load on your product and support teams as the answers to common internal questions are readily available.
Finally, the attractiveness of Agent Assist goes beyond its functionality. We've designed the new interface intuitively to require no training or setup, ensuring it's easy-to-use for all team members, further simplifying the quest for quick, accessible answers. All you have to do to use it, is be a Brainfish customer, and be logged in to the Brainfish app (though you don't have to have Brainfish open to use Agent Assist).
We've introduced a simplified way to supplement your collections with relevant articles. You can now import an article by pasting its URL, which facilitates adding resourceful knowledge or blog articles to your Brainfish knowledgebase without relying on manual effort.
How does it work? Navigate to a Collection > click on the top 3 dots > select Import > paste the URL. This method can also extract content from regular web pages, widening the variety of informational resources at your teams' disposal.
Through Agent Assist 1.0, Brainfish aims to arm your internal teams with immediate access to essential information, pulling their reliance away from support teams. Combined with the new method of filling your collections quicker, Brainfish is here to enable an efficient, empowered internal operation that alleviates pressure on your support and product teams.
February 16, 2024
Burning the midnight oil this week to deliver 3 major upgrades:
We have leveraged our expertise in AI to develop a new set of in-house Brainfish models. Currently, we're testing these models on a select group of customers to evaluate their performance and quality. This is a significant step forward in advancing our AI capabilities and we're excited to see what differences it can make in answer speed, quality and consistency.
We've brought on 2 new Machine Learning Engineers over the past 2 weeks and are excited to have them onboard to deepen our focus on Machine Learning and Self-service.
We've upgraded the performance of our search engine and document handling in our system. These updates mean that articles modified by Brainfish users will be updated faster and segmented more efficiently.
Stay tuned for further updates as we continue to evolve and improve your Brainfish experience. Keep the feedback coming, it helps us serve you better!
February 9, 2024
Speeding up your experience in this week's updates:
We've significantly sped up the loading times of Themes. Not only this, but we have also improved the quality of the themes to provide more accurate and relevant results.
In response to user feedback, we have addressed a few bugs affecting mobile usage. This primarily includes fixes to the wrapping of recent searches, enhancing the clarity and ease of mobile viewing.
February 2, 2024
Taking customer understanding to new heights with this week's major release, Brainfish Themes:
The introduction of Themes is the outcome of extensive feedback from our customer experience and support clients who put in significant efforts trying to analyse copious amounts of customer query data. This was a lengthy process, often taking several days or weeks, to identify key themes for business reporting and action plans.
Brainfish Themes leverages our signature AI to examine all customer queries over a month and aggregates them into the top ten key themes that customers inquire about.
Clicking on a specific theme offers a detailed view of the % of queries we were able to generate an answer for, the % of confidence we had in the relevance of your content to the customer's question.
We further break it down to show:
- The top three most-frequently shown articles
- The top five sub-themes
Additionally, you can see all of the searches and answers within a theme, and clicking on a sub-theme filters the list of searches by that sub-theme.
This new feature considerably simplifies the process of understanding patterns in customer inquiries, enabling you to address specific customer needs promptly and efficiently. With the power of Brainfish Themes, you're just a few clicks away from a more in-depth understanding of your customers!