Based on customer feedback and by popular demand, we've brought a few major upgrades to the UX and functionality of Agent Assistant!

• Agents can now filter their conversations by Collection, enabling responses to only use data from specific Collection folders (i.e. a specific topic or internal content)
• It's now 1 click to create a new Assistant session
• We've added hot links to the Brainfish platform and Help Center for easy access

Continuous messaging has been added to Agent Assistant, meaning you can keep asking questions sequentially without needing to click/reselect the search field, making sequential queries drastically faster.

We've also added Agent Assistant to the Brainfish app for select customers, so users can see previous conversation sessions, and use Agent Assistant without needing the Chrome extension.

Analytics filtering

Similarly based on customer feedback, we've made some key enhancements to Search analytics to enable teams to better understand their customers, and improve our UX.

Filters

Search analytics results can now be filtered by clicking the filter icon next to each heading of each column

Filters can be applied to see:

• Answered/Unanswered questions
• Source (Agent Assistant/Widget/Help Center/Brainfish Platform)
• Feedback (Thumbs up/Thumbs down/No feedback)‍

Pagination

• Search analytics results are paginated now so you can skip to specific pages and also know which page you're on

We've added new search redundancies in addition to last week's fallbacks so that answers occur more often, and at higher accuracy.

This does mean occasional searches may be slightly slower (~1 sec) as we may need to use a different AI model to respond to vaguer/less relevant queries.

‍

We also released the ability to allow attachments and images to show up in search results, to enhance the response experience for customers.

As part of our ongoing work to improve search quality and answer rates, we've implemented a mechanism for search to interpret when users enter 1 or 2 word queries.

‍

Importing your content from Zendesk is now 100X faster.

In Settings, we've now added Zendesk in the Import tab. This enables you to import your Zendesk content in just a few seconds by entering your Zendesk URL and region code.

Some larger Zendesk knowledgebases might take a few minutes to import if there are hundreds or thousands of articles.

As always please reach out to the Brainfish team if you get stuck or need help.

Agent & Widget Analytics

We've now added Agent Assistant and the Search Box Widget to Search Analytics.

This should enable internal Brainfish users to see and read all searches from these 2 new mediums all in the one place.

Other improvements

• We've updated the way images are handled on publish, so they will now be the same size as they are when resized in the editor - instead of taking full width of the page on a published help center article.