Introducing NiceAI
AI Dynamic Surveys
NiceAI revolutionizes feedback collection with smarter, dynamic questions that adapt in real-time. Using all available customer data, NiceAI generates tailored feedback responses based on a customer’s attributes and previous interactions. This personalized approach captures more detailed and relevant feedback, offering a deeper understanding of the customer experience like never before.
Customers on eligible plans can test and preview dynamic survey questions in the "preview" mode.
AI Insights
Sifting through all of your customer feedback can be daunting. NiceAI's feedback summaries take the hassle out of this process by condensing feedback into concise, actionable insights. These summaries highlight key trends and patterns, empowering your team to make quick, data-driven decisions and stay ahead of customer expectations.
- Customers on eligible plans can now access a new AI Insights section from the dashboard navigation menu.
- With AI Insights, users can now automatically generate summaries of feedback based on specific criteria, such as all promoters, and select the time range they want to analyze (e.g. 3, 6 or 12 months).
- Users can specify a ‘pivot field’ to provide additional insights broken down by values within that field (e.g. regional or location-based insights).
AI Moderation
Handling offensive or unconstructive feedback is tough for any team. NiceAI steps in to rephrase this type of feedback, transforming negative language into helpful, constructive criticism. This allows your teams to focus on actionable insights instead of hurtful messages, creating a more positive and productive customer service environment. .
- Feedback can now be moderated using AI. This setting is enabled from from the account settings page.
- AI Response Moderation detects inappropriate or offensive feedback and rewrites it using NiceAI, transforming the comment into helpful and actionable insights. This integrates with Open Question and Dynamic Survey comments.
- Admin users will be able to view the original text by clicking “View Original”.
Improvements
- Case Management: Updated the icon for unassigned cases to match the icon for assigned cases, but with a greyed-out appearance to indicate the case is not assigned to anyone.
- Case Management: Cases not addressed within the SLA (service level agreement) timeframe will now display an "Overdue" status when viewing the response..
- Case Management: Based on user feedback from the Case Management upgrades rolled out several weeks ago, we have improved the breakdown functionality on the Case Management Report.
- Case Management Report - the ‘secondary breakdown’ dropdown has been replaced to become the primary breakdown picker.
- The new dropdown will now control the breakdown field of the case management report. This dropdown also includes Case assignee as a breakdown option.
- Settings > Case Management > Data Breakdown - these options have been removed. Secondary Breakdown was added before filtering the report was possible. Now that filters are available, the Secondary Breakdown is redundant.
- Integrations: When adding contacts via HubSpot or Intercom, users could previously only select from a list of existing custom fields when using the “Use a column to identify my template” option. Now, new fields coming from the draft import from HubSpot and Intercom will be listed in this dropdown.
- Survey Templates: As a follow on from our ‘Trigger Fields Replacement’ post. Trigger fields will start being deprecated from user interfaces at the beginning of September. All mappings will automatically be carried over to contact imports and linked to the appropriate survey templates.
- Team Scoreboard: Users can now quickly view and compare all scorecards and their topics on the Team Scoreboard page. By selecting "All Scorecards" from the Scorecard Picker dropdown, users will see all scorecard topics grouped by their respective scorecards.
Bug Fixes
- Notifications: The mobile app notifications will now display the correct number of new notifications.
- Case Management Report: The chart should load on page load in all circumstances now, previously the chart would load after the user took an action.
- Performance Over Time Leaderboard: Should now correctly respect user’s locked filters when multiple metrics are in use (e.g. NPS + CSAT).