Releases tagged: gatekeeper

Chris Duell March 2nd, 2019

Update: February Updates

February comes with a whole bunch of updates across our stack, the main focus for this month in regards to what was released is around:

  • Migrating all companies to Smart Groups access control
  • Migrating all companies using ticket deflection to the new Gatekeeper
  • Further improving GateKeeper, and allowing you to compare your results against Elevio wide averages for deflection rates
  • Improvements to our Visualizer tool to give you and your team more control

And various other new features, updates, and bug fixes along the way.

Check out the full details below


New Features

  • Added an Elevio wide ticket deflection benchmark to compare your deflection rate against, you can see this in your ticket statistics report

  • You can use the Visualizer to add links that open the Assistant to the home screen

  • Hotspots added via the Visualizer for opening Modules can now be limited to being shown once per user, just like with articles

  • In the Support module, you can now link to external form for creating support tickets. This is helpful if you have complex forms you'd like users to fill out for your support integration

  • If the situation requires it, you can now rotate your account secret.

  • Cross-article anchor links now work when used with the data-elevio-article attribute for manual article linking (see the docs here)

Updates

  • All customers have been migrated to use the new Smart Groups feature for access control

  • The support module now has the new GateKeeper for ticket deflection rolled out to all accounts (if enabled).

  • GateKeeper: Made it more visible that GateKeeper is disabled, and added quick access to enable from the reporting page

  • GateKeeper: Suggestions page is no longer shown when there are no suggestions

Bugfixes

  • Fixed an issue with onboarding getting caught in a loop

  • Fixed an issue with floating images in the Assistant and Editor preview

  • Fixed an issue with GateKeeper suggestions display in Internet Explorer

  • Fixed an issue where positive deflection page was flashing erroneously for ticket submissions

  • Fixed navigation on click of back in the Assistant after ticket deflection

Chris Duell February 2nd, 2019

Update: January Updates

New Features

  • Added the ability to show/hide related articles in the Articles module

  • Added ability to enforce 2FA company wide

Updates

  • Improved JavaScript and CSS editors for KB customisation

  • GateKeeper reporting performance improvements, to speed up deflection reporting

Chris Duell July 23rd, 2018

New Feature: GateKeeper for Ticket Deflection

At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help. 

That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.

Less Support Load.
Faster Resolutions.
Happier Customers.

When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.

It's like having someone on your support team respond to the customer before the ticket is even submitted.

Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%
(This will be dependant on the depth and breadth of your content.)

Deflection Reporting

To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.

This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.

Check out a sample report from our own account below:


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