Release Note 1.14.0: More chat automation, fewer hurdles
The digital transformation in small and medium-sized businesses requires solutions that integrate seamlessly into existing structures. With our latest update, we have implemented three key improvements that enable exactly that: more flexibility for companies, more natural conversations for end customers and more precise handovers to human colleagues.
Chat widget becomes a flexible tool
Imagine your chat widget acting like an attentive concierge: it opens automatically when a customer lingers on a product page, remains discreetly closed for returning visitors, or appears just when someone visits your contact page. This intelligent control can now be easily integrated into your website using JavaScript functions – with easy-to-understand instructions in our Confluence documentation.
Seamless domain integration goes one step further: when customers open the chat, they remain completely within your digital environment. Instead of being redirected to an external platform, the chat appears under your own URL – with your logo, your colours and the familiar look of your website. For your customers, the entire support process feels like a natural part of your business, while octonomy technology works in the background.
Looking ahead: soon, our agents will even know how and why a chat was started. Whether triggered automatically on a product page or by a click from the customer, the agent can open the conversation appropriately: “Would you like to learn more about our ABC product?”
Conversations become more natural
A significant step towards even more human communication:
our AI agents now process multiple consecutive messages from users as a coherent dialogue. Customers can now fully express their thoughts without having to wait for a response. If someone writes “My device isn’t working” and immediately adds “It’s displaying an error message,” the digital workforce understands these messages as a coherent context.
This makes conversations even more fluid and authentic – just like the way people communicate naturally.
Precise handovers with complete transparency
When complex enquiries require escalation to human colleagues, they now have direct access to the complete conversation history. Our agents share a URL that your employees can open to track the exact conversation history between the end customer and AI in the octonomy platform. In addition to the proven summaries, your teams now have the ability to examine every detail of the customer interaction. This creates complete transparency and enables even more precise handovers without any loss of information.
The URL can be accessed by your employees. This displays the exact conversation history in the octonomy platform.
Why these updates are important
These improvements follow a clear principle: AI solutions must adapt to existing workflows, not the other way around. More flexible integration means less technical effort for your IT department. More natural conversations lead to higher acceptance among end customers. And precise handovers ensure that your teams can work more efficiently.
With each update, it becomes clearer that octonomy is more than just an AI solution. It is a digital partner that not only automates complex support processes, but also strengthens the human component. If your team is growing without getting bigger, then that’s exactly how it works.
