Claudia - Feature Requests

Currently, Claudia and Eddie's interaction is text-based only. It would be interesting to allow her to also use images, attachments, audios, and videos when answering certain content. In this way, the explanation becomes clearer for the customer and opens up a range of new possibilities.

There are some cases in which CLAudia may interrupt the navigation of a flow built in Eddie, where we believe it is the right path because it is an automated flow using a content section or initiating some type of interaction with the customer. The purpose of the suggestion is to ensure that this interaction is not interrupted or that the flow behavior is changed at a specific stage. In these cases, we can define that, from one given point to another, the flow must be followed exactly as it was constructed, without modifications regardless of what the client types.

Today, in our Eddie stream, navigation occurs by options. CLAudia, together with Eddie, should have the ability to identify when the client wishes to continue an option offered previously, instead of restarting the entire path and redirecting them back to the beginning of the flow.

What happens today is: if Gaia uses two pieces of content on the same ticket (for example, orientation content and resolution content), the system applies the tag of the last content used (what Gaia believes is more relevant). What we want is: possibility to define a priority for the use of the tag in each content (mainly interactive). Example: Customer triggers -> Enter your question -> Receive guidance Content 1 -> Customer states in some way that the matter has been resolved -> Gaia uses Interactive Content to validate the message and resolve it. In this example, since the resolution comes after the application of the Interactive Content, the tag of that same content is used in the service, when in fact it should use the tag of content 1.

In the Content section, make it possible to search the search bar for the content ID. This facilitates the process of correcting content based on audits, since the audits cite the IDs of the content used to respond to customers.

It would be interesting to evaluate the possibility of highlighting or underlining keywords within Nina's content, highlighting important points in the messages. This could help the customer quickly view the most relevant information, bringing: Greater clarity in communication; Agility in understanding the answer; Engagement when calling attention to essential terms. This improvement would have a major impact on instructional moments, such as configuration steps, deadline information, or important alerts.

It is currently not possible to customize the message sent in the CSAT survey to customers. It would be great to personalize the message sent, according to your business, and also according to the form and tone of voice of speaking to the customer.

Currently, when the customer opens a call, they receive our return in their e-mail, but we consider the e-mail title too confusing for them to understand that they are dealing with a call regarding a problem that opened a call. Current pattern [#ticket] - New messages in this conversation. For our business, it must contain a text with a better standard where he will understand that that email refers to the call he opened. Example of our standard: [#numeroticket] TJSP ESAJ 1st Grade - Called Whom - Support Both for Claudia, and also for CloudChat thank

Currently, the AI terminates the ticket abruptly when activating the N2 transfer trigger. In my scenario, we don't attend the weekend. In these cases, the AI must not transfer or close the ticket abruptly in the customer's face, after sending the message that it is going to transfer. The suggestion would be to block the N2 triggers during off-office hours and not send the transfer message, inserting a message at the beginning of the conversation or only when the customer requests a transfer, preventing escalation. Note: This is the biggest offender in our CSAT. 14%