Salesforce Winter 20 Release has cool enhancements for Einstein Bot. Einstein Bots now includes rule actions to check agent availability and end chats gracefully. Einstein Bots now can connect to third-party natural language processors and a quick action enhanced to deliver relevant knowledge articles straight to your customers.
New/Enhanced Features of Winter 20
Automatically End Bot Chats:
No we can build bots that will clean up after work is finished! Use an End Chat rule action to add conditions that help the bot sense the natural end of a conversation and automatically close the session on behalf of the visitor.
This feature is available in Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.
Easily Deliver Knowledge Articles to Your Customers
Bots can share library of knowledge articles based on a customer’s search terms. This action should be placed on dialogs to deliver the top Lightning Knowledge articles to your customers by using clicks, not code. When a customer enters a search term, the bot delivers one, two, or three articles that solve the request best. Admin can choose which fields to show customers to deliver a customized experience.
This feature is available in Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.
Connect Bots to Third-Party NLPs (Pilot)
We have lot of natural language processor (NLP) in market. We can use them based on our requirement. We can integrate these NLP into Einstein Bots to create a multilanguage experience or to tie into your existing systems. Intents and utterance data are passed through Apex to the processor of our choice. A two-way system connects our NLP to
Einstein via an Apex template, so customer inputs are sent from Einstein bot to our NLP provider. The bot can also receive intent and entity information from our third-party provider to use conversation routing.
This feature is available in Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. This feature is provided to selected customers through a pilot program that requires agreement to specific terms and conditions.
Enhance Bot Handoffs by Confirming Agent Availability
Bots and agents work together for better customer experience. Many time transfer is required for issue resolution. Now call transfers even smarter by checking the availability of agents before a transfer takes place. We can define custom messaging to keep the customer informed as to the status of the transfer. The No Available Agents dialog is included with all new bots. To make this dialog active, select No Available Agents.
This feature is available in Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.
Improve Skills with the Bots Setup Help Carousel
Get the most helpful Einstein Bot content at fingertips with a carousel on the Setup screen. Get access of all bot recipes, troubleshooting tips, and best practices on setup screen itself.
How: From Setup, in the Quick Find box, enter Einstein Bots, and then select Einstein Bots.
Reference : https://releasenotes.docs.salesforce.com/en-us/winter20/release-notes/salesforce_release_notes.htm
