1. AI Updates in NovaTalks. What’s New?

• Automated Dialogue Quality Evaluation 📊

 With the NovaTalks update, you can automate the customer service quality control process and set dialogue evaluation criteria. This enables your team to quickly respond to potential communication issues with customers without checking every conversation individually.

• Dialogue Script Compliance Check 📋

This feature ensures that your agents adhere to approved communication standards, reducing errors and enhancing positive customer experiences.

•  Customer Emotion Detection 🎭

The new emotion detection feature allows for the analysis of the customer’s mood during conversations, helping agents better understand their emotional state to respond more accurately to negative emotions or acknowledge positive moments, fostering customer loyalty.

•  Dialogue Categorization 🗂️

The system automatically categorizes each dialogue, simplifying further data analysis and organization. This helps identify issues and requests that require special attention more quickly.

• Autosummary of Dialogues 📇

The autosummary feature is a convenient solution that automatically creates summaries of each dialogue, allowing you to quickly access key information without rereading it. You can find solutions faster and communicate more effectively based on the data received.

2. Expanded Macros Functionality ⚙️

You can now organize macros using private or public libraries. This allows for better structure and quick access using the “Reply” button on the panel. Convenient filters help you instantly choose the right macro, significantly speeding up agents’ work.

3. Dialogue Notes 🗒️

With this new feature, you can add notes within the dialogue details. This is ideal for saving conversation summaries, dialogue evaluation results, or any other information important for future work. Notes can be used manually or in conjunction with other AI features.

4. UTM Tag Tracking 🕵🏻

The new UTM tag tracking feature helps you see which sources and campaigns brought in customers, automatically saving this data for anyone who starts an online chat or messenger conversation. This leads to a better understanding of customer origins, allowing you to personalize offers and improve the effectiveness of marketing campaigns.

The new features will significantly enhance your customer service efficiency. Use them to improve service and campaign results. Start today and experience the benefits of the updates! ⚡️