Category Archives: Artificial Intelligence
AI: Summary for Waiting for Customer Follow-Ups
Recently, Xurrent introduced a feature where, if a request has already been sitting in the status ‘Waiting for Customer’ for some time and no response has been provided by the requester, a follow-up message is sent. For this, the email template ‘Waiting for Customer Follow-Up’ is used. A new variable is now available for this […]
What Is the Future of AI and Service Management?
Note: this is the first of a series of posts exploring how Artificial Intelligence (AI) will transform the service management industry. To learn more, please download our new whitepaper: “AI’s Transformation of Service Management” and subscribe to our blog to follow along. AI is a powerful technology that has the potential to transform how organizations […]
AI Feature: Knowledge Article Suggestion
When a request or a problem is resolved, it is good practice to check if a knowledge article for that issue already exists and if not, to create one. This is facilitated in Xurrent by the ‘Create Knowledge Article’ option in the note actions menu (the 3 dots next to a note). Selecting it opens […]
AI Suggestions to Improve Knowledge Articles
In the context of customer support, ‘shift left’ refers to the practice of moving certain support-related activities and responsibilities closer to the beginning of the customer journey or support process. The goal is to address customer issues and provide assistance as early as possible in the support workflow, empowering users to find solutions independently, which […]
Added Auto-Translation for Welsh
Auto-translation has been enabled for Welsh. People who prefer to communicate in Welsh in Xurrent® can now read and write notes in that language, even if other users do not speak it. World-wide, almost 800,000 people speak the Brittonic Celtic language. Most of them live in Wales. In Welsh, the language is called ‘Cymraeg’.
Improved Virtual Agent Search Results
Over the coming months the Virtual Agent will receive a number of upgrades. This first enhancement improves the results from a search using the Virtual Agent by including both the most relevant knowledge articles and the most relevant request templates.
Searches from Virtual Agent Appear in Analytics
In the ‘Search Phrases’ section of Xurrent’s Analytics console, the top 100 search phrases, their conversions and their conversion rates are listed. By default, the searches that were performed in the Service Desk console are shown. The buttons at the top of this view can be used to switch to the most used search phrases […]
Lookup Trigger Moment of Automation Rule
The execution of an automation rule is typically performed within seconds after it is scheduled. Sometimes though, while Xurrent is scaling up under load, it may take more time, even up to a few minutes. Once the rule executes, it uses the current values of the record, as also retrieved by the ‘now’ operator. If […]
Support for Cyrillic Serbian Language
Serbian is written in two alphabets, Serbian Cyrillic and a variation of the Latin alphabet. The two are almost directly and completely interchangeable. Both alphabets are widely used in Serbia; standard Serbian uses both alphabets currently. Xurrent already supported the Latin Serbian language, and now Cyrillic Serbian is also supported.