New features

Release 2024-04-30

Tool for testing and debugging Question Answering: A new tool for testing and debugging the Question answering is available. Users can enter a question and receive the answer from the AI. Knowledge views and categories can be used as filters. You will also receive information about what happens in the various calculation steps. You can see which texts were found by the search in Serviceware Knowledge and transferred to the GPT model (step 1) and which of these found texts were then actually used by the GPT model (step 2).

Flow templates: A flow template can now be selected when creating a flow. If a template has been selected, a copy is created and the new flow can be edited as usual.
Note: The creation or modification of templates can currently only be carried out by the Serviceware development department. If you have any questions, contact your Customer Support.

Export of session reports in XLSX format available: The option to export session reports not only in CSV format but also in XLSX format is now available.
Flows Tester displays articles in a neat format: Within the tester, the articles are now displayed in an easy-to-read format.

Question Answering: Filter articles by views: Articles that are made available via the question rating can now be filtered according to the Knowledgeviews. The setting for this is made via the flow function for question answering.
Note: The function is only available together with the new search. This is in test mode. Contact Knowledge Customer Support to test this function.

Project differentiation in the session report export: The project ID is now included in the session report export created via Flows report creation. Sessions can now be differentiated by project.
Updated UI texts: The UI texts of the application have been revised and updated.

Updated session definition and duration: The definition was adjusted and the session duration increased from 15 to 30 minutes.
Filter session reporting by project: Sessions can now be differentiated by project, allowing for more detailed insights.

URL update: The URL for Serviceware Flows has been shortened to make it easier to read and to implement uniform handling when navigating to our modules: <realm>.flows.serviceware.cloud.
Text input in flow element User input is optional: For an improved flow design, the flow element User input can now also be used exclusively to provide options for inputs. Either an action type can be selected (e.g. buttons) or it is only used to save the user input that is made via the general input field.

Question Answering: Warning for incorrect configuration: In the Flows function AI-based Knowledge search, a message indicates if question answering has not been configured or has not been configured correctly.
GPT configuration: During the configuration of question answering, a message is displayed whether GPT is activated or not, as well as a switch for showing or hiding the sources used by GPT.

Question answering & GPT: Display of the source articles: If needed, the knowledge article source used by GPT can be displayed under each answer from Question Answering + GPT. Only the knowledge articles from which GPT has actually used information are displayed.
Displaying knowledge articles: Knowledge articles can be previewed. When selected, the text opens in full screen mode in the widget. You can return to the chat via the arrow icon.

Use of GPT models in the bot as part of question answering (Beta): When using Question Answering in Serviceware Solution Bot, the response can be tailored to the user input using GPT models. Only the required information is displayed instead of all potentially relevant content.

Notice: This functionality requires processing data using Microsoft Azure's Open AI Services. All data is processed exclusively within the EU. If you are interested in participating in the beta phase, you must agree to the use of Microsoft Azure. Corresponding details are available upon request from your account manager / sales contact.

Copy flows between projects: This function allows administrators to copy the latest version of a flow from one project to another.
Project language for improved intent recognition: Intent recognition works best when the language of the user input matches the intents and the training of intent recognition. To enable a consistent intent recognition setup, the language is configured per project.