Winter 2023
  • 09 Jan 2024
  • 8 Minutes to read
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Winter 2023

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Article summary

To upgrade to the latest package and access our new features, please see How to Upgrade.

It's time to get merry and bust out that Christmas jumper, Winter 2023 is here! Read on to discover all the magical things the Natterbox elves have been up to:

AI Call Summaries


AI now gives you the ability to summarise your Insight calls, so you no longer have to spend time listening through the entirety of call recordings or reading through whole transcripts to get an understanding of what has been happening in your organization's conversations.


No matter the length of a call, Natterbox AI Call Summaries will give you a short 2 or 3-sentence summary of the main talking points on the call, accessible directly from the Insight Call Summary page. 


 


AI Call Summaries FAQ


How do I get AI Call Summaries? 

AI Call Summaries are available to customers who use our Insight platform. You will need to be on version Insight 1.5 or above. You will also need to be on the latest version of the Natterbox Salesforce app. Details on the latest version and how to upgrade are here.


I don’t have Insight; does this functionality cost extra? 

Yes, Insight does have an associated licence fee. If you want to use Insight and AI Call Summaries, please contact your Customer Success Manager. 



Will I get AI Call Summaries if I'm on Insight 1.0?

No, AI Call Summaries is a feature that is exclusive to Insight 1.5.



How do I know which version of Insight I’m on? 

Inside Salesforce, go to the Natterbox ‘Account Settings’ page (You will need to be a Natterbox administrator to do this). In the ‘Insight Settings’ section, under ‘Transcription’, you will see either ‘TranscriptVB’ or ‘TranscriptDG’. If you have ‘TranscriptDG’ in this field, you are on the latest version. Alternatively, please contact our support team to help.



How do I upgrade from Insight 1.0 to 1.5?

Please reach out to your Natterbox Customer Success Manager to arrange an upgrade.


What languages do AI Call Summaries support?

Call summaries are only currently available for English and all English dialects (i.e., English - India, English - New Zealand)



Do I have to pay extra for AI Call Summaries?

AI Call Summaries is included as part of the Insight licence. If you have an Insight licence, you will get call summaries automatically. 



Can I add the Natterbox Insight call summaries into my records in Salesforce? 

Yes, we can add the call summaries to any record in Salesforce, you can add them to call activities, cases or any other record where you would like to make use of it. 


New Amazon Text-to-Speech Voices 


44 new Amazon Polly Neural voices have been added to the available pool of over 150 voice variants. The new Neural voices from Amazon provide the most life-like text-to-speech synthesiser available today. The new voices comprise 14 different languages and 23 accent variants, meaning there are now even more choices available to create a personalised welcome for your customers. 

The TTS voices are available through a dropdown on the speech component of routing policies, and can also be utilised in a Lua Script using the script component.


TTS Service

Voice Variant

Language

Language Code

Routing Policy Name

Lua Script Name

Amazon Polly

Neural

Arabic

AE

Arabic (AE): Hala-Neural

AR-AE_HALA_NEURAL

Amazon Polly

Neural

Cantonese

CN

Cantonese (CN): Hiujin-Neural

YUE-CN_HIUJIN_NEURAL

Amazon Polly

Neural

Catalan

ES

Catalan (ES): Arlet-Neural

CA-ES_ARLET_NEURAL

Amazon Polly

Neural

Danish

DK

Danish (DK): Sofie-Neural

DA-DK_SOFIE_NEURAL

Amazon Polly

Neural

Dutch

BE

Dutch (BE): Lisa-Neural

NL-BE_LISA_NEURAL

Amazon Polly

Neural

Dutch

NL

Dutch (NL): Laura-Neural

NL-NL_LAURA_NEURAL

Amazon Polly

Neural

English

AU

English (AU): Olivia-Neural

EN-AU_OLIVIA_NEURAL

Amazon Polly

Neural

English

GB

English (GB): Amy-Neural

EN-GB_AMY_NEURAL

Amazon Polly

Neural

English

GB

English (GB): Emma-Neural

EN-GB_EMMA_NEURAL

Amazon Polly

Neural

English

GB

English (GB): Brian-Neural

EN-GB_BRIAN_NEURAL

Amazon Polly

Neural

English

GB

English (GB): Arthur-Neural

EN-GB_ARTHUR_NEURAL

Amazon Polly

Neural

English

IE

English (IE): Niamh-Neural

EN-IE_NIAMH_NEURAL

Amazon Polly

Neural

English

IN

English (IN): Kajal-Neural

EN-IN_KAJAL_NEURAL

Amazon Polly

Neural

English

NZ

English (NZ): Aria-Neural

EN-NZ_ARIA_NEURAL

Amazon Polly

Neural

English

US

English (US): Joanna-Neural

EN-US_JOANNA_NEURAL

Amazon Polly

Neural

English

US

English (US): Kendra-Neural

EN-US_KENDRA_NEURAL

Amazon Polly

Neural

English

US

English (US): Kimberly-Neural

EN-US_KIMBERLY_NEURAL

Amazon Polly

Neural

English

US

English (US): Salli-Neural

EN-US_SALLI_NEURAL

Amazon Polly

Neural

English

US

English (US): Joey-Neural

EN-US_JOEY_NEURAL

Amazon Polly

Neural

English

US

English (US): Matthew-Neural

EN-US_MATTHEW_NEURAL

Amazon Polly

Neural

English

US

English (US): Ruth-Neural

EN-US_RUTH_NEURAL

Amazon Polly

Neural

English

US

English (US): Stephen-Neural

EN-US_STEPHEN_NEURAL

Amazon Polly

Neural

English

ZA

English (ZA): Ayanda-Neural

EN-ZA_AYANDA_NEURAL

Amazon Polly

Neural

Finnish

FI

Finnish (FI): Suvi-Neural

FI-FI_SUVI_NEURAL

Amazon Polly

Neural

French

CA

French (CA): Gabrielle-Neural

FR-CA_GABRIELLE_NEURAL

Amazon Polly

Neural

French

CA

French (CA): Liam-Neural

FR-CA_LIAM_NEURAL

Amazon Polly

Neural

French

FR

French (FR): Lea-Neural

FR-FR_LEA_NEURAL

Amazon Polly

Neural

French

FR

French (FR): Remi-Neural

FR-FR_REMI_NEURAL

Amazon Polly

Neural

German

AT

German (AT): Hannah-Neural

DE-AT_HANNAH_NEURAL

Amazon Polly

Neural

German

DE

German (DE): Vicki-Neural

DE-DE_VICKI_NEURAL

Amazon Polly

Neural

German

DE

German (DE): Daniel-Neural

DE-DE_DANIEL_NEURAL

Amazon Polly

Neural

Hindi

IN

Hindi (IN): Kajal-Neural

HI-IN_KAJAL_NEURAL

Amazon Polly

Neural

Italian

IT

Italian (IT): Bianca-Neural

IT-IT_BIANCA_NEURAL

Amazon Polly

Neural

Italian

IT

Italian (IT): Adriano-Neural

IT-IT_ADRIANO_NEURAL

Amazon Polly

Neural

Japanese

JP

Japanese (JP): Takumi-Neural

JA-JP_TAKUMI_NEURAL

Amazon Polly

Neural

Japanese

JP

Japanese (JP): Kazuha-Neural

JA-JP_KAZUHA_NEURAL

Amazon Polly

Neural

Japanese

JP

Japanese (JP): Tomoko-Neural

JA-JP_TOMOKO_NEURAL

Amazon Polly

Neural

Norwegian

NO

Norwegian (NO): Ida-Neural

NB-NO_IDA_NEURAL

Amazon Polly

Neural

Polish

PL

Polish (PL): Ola-Neural

PL-PL_OLA_NEURAL

Amazon Polly

Neural

Portuguese

BR

Portuguese (BR): Camila-Neural

PT-BR_CAMILA_NEURAL

Amazon Polly

Neural

Portuguese

BR

Portuguese (BR): Vitoria-Neural

PT-BR_VITORIA_NEURAL

Amazon Polly

Neural

Portuguese

BR

Portuguese (BR): Thiago-Neural

PT-BR_THIAGO_NEURAL

Amazon Polly

Neural

Spanish

ES

Spanish (ES): Lucia-Neural

ES-ES_LUCIA_NEURAL

Amazon Polly

Neural

Spanish

ES

Spanish (ES): Sergio-Neural

ES-ES_SERGIO_NEURAL


Text to Speech FAQ


Where can I go to get the new voices?
You will need to be on the Natterbox App version 1.276 or higher. Once available to you they will appear with all the other voice options available to you.


Do the new voices cost any more?

No. There is no additional cost to using the new Neural voices



How do I know what voices are the new ones?

The name in the drop down will have -Neural after it for example - English (GB): Arthur-Neural



Are any voices being removed?

On the rare occasion voices are removed from by the TTS providers and support is no longer available for them we will simply map the old voice to a new version that sounds similar. These voices have been remapped in the latest version. 


No longer supported

Maps to

English (US): Chipmunk

English (US): Ivy

English (US): Eric

English (US): Joey

English (US): Jennifer

English (US): Joanna

English (GB): Kate

English (GB): Amy

English (GB): Simon

English (GB): Brian

Dutch (NL): Saskia

English (GB): Amy

Dutch (NL): Willem

English (GB): Brian

Polish (PL): Agnieszka

Polish (PL): Maja


Record Policy Download Restriction

You now have greater control over your organisation's level of security by restricting who can download call recordings, whilst still allowing the ability to playback audio.


See more on how to configure this here


Natterbox SMS

SMS Compliance


Ensuring communication with only those customers who have explicitly agreed to be contacted is crucial. Reaching out to a customer who has chosen to opt out of communications can result in significant compliance breaches and substantial fines. We're excited to introduce the new compliance centre feature within the Natterbox SMS product. This feature integrates seamlessly with your Salesforce data, ensuring adherence to consent regulations.


Furthermore, Natterbox SMS introduces the concept of 'implied consent.' This innovative approach allows you to utilise the consent module, enabling SMS conversations with customers without the necessity of prior individual consent verifications. This ensures a smoother, more efficient communication process while maintaining compliance standards.



SMS Compliance FAQ


What types of consent are handled?

Explicit Opt-In, Explicit Opt-Out, Implied Consent (Valid and Expired)


What is Explicit Opt-In?

Explicit opt-in is when you have explicit permission from the party to send messages to them, you may message them freely.


What is Explicit Opt-Out?

Explicit Opt-Out is when you do not have explicit permission from the party to send messages to them, you are not allowed to send messages to this individual.


What is Implied Consent?

Implied consent is when a Customer messages your Agent first, and you can respond to them for the duration of that topic. We have handled this by having a configurable timeout for when implied consent expires based on the last message received time from your customer.


Can I configure the Implied Consent timeout?

Yes! This is configurable as 24/48/72 hours.


Can I configure my Keywords to be more than 1 word?

Yes! You can configure a specific word or a string of words.


Can I set up multiple Keywords for the same action?

Yes! You can set up multiple keywords for the same action.


Do I need to pay extra for the consent module? 

No, this module is provided free of charge for all our SMS customers. 


I am already storing compliance information in Salesforce, can I use this information with the new SMS Compliance feature?

You can configure a Salesforce flow or data load your existing compliance information into the new Natterbox consent object.


Natterbox Coverage

Natterbox Voice Coverage Updates

We now offer local number dialling and local number presentation for both Malaysia and Brazil. This will allow you to dial in-country without the need to put the international dialling code at the front of the number. 


Natterbox SMS Coverage Updates

Natterbox SMS now supports 9 new countries, including Belgium, Czechia, Denmark, Israel, Italy, Lithuania, Poland, Singapore, and Sweden, providing customers with enhanced communication and connection capabilities.



Wallboard Skill Filter

It is now possible to filter the views on the Wallboard by Skill. Queue List, Agent List, and Queue Status can all now be filtered by skills, making sure that your wallboard shows you the detail you need. Two filter algorithms mean you can configure the filter to match your exact requirements. Using the skill filter will allow your team leaders to customise the agents and calls displayed on the wallboard so that they see only relevant information for them.



Wallboards Skill Filter FAQ


Do I need to upgrade to get this?

No upgrade is necessary, the filter options will appear automatically once released


What will happen to my current wallboards?

Nothing, your current configuration will stay as it is. You will see these new options next time you edit the wallboards. 


What are the filter algorithms?

There are two available -

  1. Absolute - where a call/agent must have all the skills listed on the filter to appear on the wallboard
  2. Relative - where a call/agent must have any of the skills listed on the filter to appear on the wallboard.


What if I don't use skills?

Not a problem at all, the wallboards will continue to work for you as they have done before.


Can I show calls without skills?

Yes absolutely, we have created a handy option to “show calls with no skill.” 



Where can I find out how the filters work in more detail? 

Check out this guide and search for Wallboard Skill Filter. 


Salesforce Einstein Conversation Insights Integration (ECI)

With our integration with ECI you're able to reap all the analytical benefits from your Natterbox calls from within Salesforce, so you can view trends and highlight coachable moments from across your sales teams.


Salesforce ECI FAQ


Will ECI be a chargeable integration?

Yes, please reach out to your Customer Success Manager to discuss subscribing to ECI.


What limitations does the ECI service have?

Please see here for the full list of limitations from Salesforce


How long does it take to process a call recording for a user?

It’s dependent on the length of the conversation, but a single call recording should be processed and made available within an hour. 


How are call recordings stored and processed by Natterbox?

Call recordings will be temporarily stored securely on the Natterbox call archiving platform while they wait to be sent to ECI. After the call recording has been transferred to ECI, the call will be purged from the Natterbox platform. 



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