Conversational Features Matrix
Setting up primary look and feel
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| The primary look and feel can be set up in the console for the web widgets | The primary look and feel of the SDKs can be set up locally in the embedding application code. Settings in the console do not take effect. | ||||
| Fonts and Colors presented | Console setup applies | Local setup applies | All fonts and colors presented in the widget and the SDKs are customizable. | ||
| Title | Console setup applies | Local setup applies | Title text of the touchpoint. | ||
| Custom CSS | Console setup applies | This option has no affect on the SDKs and there is no equivalent of it for mobile. | The override of the widget look and feel in css format. This applies only to the widgets | ||
| Skin | The fundamental look and feel of the widget. | The mobile SDKs have only a single look and feel. | The Skin sets the fundamental look and feel. It applies only for the web widgets. | ||
| Widget Mode: Conversational/Search | Console setup applies | There are separate SDKS for conversational and search mode. | Sets if the widget should run in Search or Conversational mode | ||
| Decoration image | Console setup applies | The SDK takes the full screen. This feature is not supported. | Image that serves as a frame around the widget. | ||
| Bot Icon | Console setup applies | Local setup applies | The icon that represents Bot responses | ||
| Customer Icon | Console setup applies on Slim skin. The customer icon is not presented on harmony widget any more. | The Customer Icon is removed. | The icon that represents customer messages. | ||
| Default Live Agent Icon | Console setup applies | Local setup applies | The icon that represents messages from a live agent after the conversation has been escalated | ||
| Search box initial text | Supported | Local setup applies | Local setup applies | The text presented in the text input | |
| Setting custom date format | Not supported | Supported within the SDK | Supported within the SDK | Sets the format how dates are presented. | |
| Reading widget/SDK customization associated to the KB | Supported | Supported | Supported | The widget configurations associated to the Knowledge base takes effect | |
| Using custom created widget settings | Supported | Not supported | Not supported | Custom widget settings/pages that were created by the administrator that are not master settings nor the settings that relate to the KB. | |
| Size of agent / bot / end user icons | Size limited | Presented at the real size of the image | What is the size of the bot/agent/end user icons presented in the chat screen. | ||
Widget Positioning and minimized mode features
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Widget Positioning | Console setup applies |
The SDK is a single UI component. Presenting, sizing the component is the responsibility of the application developer. |
Setting the display position of the widget. | ||
| Minimized mode | There are 2 minimized mode. The initial appearance of the minimized mode is the Bold Chat Button and is customized in the Bold Admin Console. If a running widget is minimized, that is the time when the AI console defined minimized mode is presented | The AI console defined minimized mode is presented in the initial state as well as any time the widget is minimized. | SDKs do not support minimized mode. | A floating collapsed mode of the widget that helps the end-user to hide the widget. | |
| Expand on rollover |
Not supported VMS Code loads before widget. So this option becomes available only when VMS button is replaced with Nanorep minimized button (e.g. user opened the widget, then minimized and expaded it by rollover) |
Supported | Not supported | Enable it to make the widget auto expand when the page loads. | |
| Expand on page load |
Not supported VMS Code loads before widget. So widget cannot technically expand itself unless it will be loaded by VMS code - meaning "user activation" of the VMS button. |
Supported | Not supported | The time the widget is expanded from page load until it becomes minimized. (relevant when 'expand on page load' is enabled). | |
| Open on click | Supported | Supported | Not supported | Check to make the widget open when user clicks it as first interaction. | |
| Float auto minimize timeout | Supported | Supported | Not supported | The time the widget is expanded from page load until it becomes minimized. (relevant when 'expand on page load' is enabled). | |
| Welcome Mode | Not supported | Supported | Not supported | While the widget is closed this feature presents a message over the chat button that invites the end-user in a conversation with the bot. | |
Initial content
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Auto question | Supported | Supported | Supported | Supported | The initial article presented for the end-user when the widget is opened. |
| Context-sensitive Auto Question | Supported | Supported | Supported | Supported | If the initial question is has multiple variants the one defined in the context of the widget is presented |
| Presenting permanent options linked to a welcome article | Supported | Supported | Supported | Supported | If the welcome article has permanent options linked, those options are presented as well. |
| Presenting quick actions linked to a welcome article | Supported | Supported | Supported, but are not presented if FAQ is set to be displayed | Supported | If the welcome article has quick actions linked, those options are presented as well. |
| Presenting Channeling buttons that trigger for the welcome article | Supported | Supported | Supported, but are not presented if FAQ is set to be displayed | supported | If the welcome article has channeling linked, those options are presented as well. |
| Auto-channeling is performed if the welcome article is a "High value+push chat" article | Supported | Supported | Not supported | Not supported | If the welcome message is configured to have "High value + push chat" value it should trigger a channeling immediately when it is shown - technically an escalation should happen after presenting the welcome message. |
| Message after reopening widget | Supported | Supported | Not supported | Not supported | An article is shown to customers after they reopen a minimized chat widget or navigate to another page on your website. |
| Presenting a single FAQ | Supported and Console setup applies | Supported and Console setup applies | Supported and Console setup applies | Supported and Console setup applies | Presenting a defined number of items that are asked the most frequently. |
| Presenting multiple FAQ groups | Supported and Console setup applies | Supported and Console setup applies | Not supported | Not supported | The FAQ is presented in more than 1 group. |
| Presenting FAQ in the beginning of each session | Not supported | Not supported | Supported | Not supported | Presenting FAQ in the beginning of each session |
| Past conversation sessions visible for the end-user | Not supported | Supported | Supported, there is an available mechanism to persist the history on device | When the end-user starts a conversation the previous messages of previous sessions are visible. | |
User Input
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| End user sending plain text | Supported | Supported | Supported | Supported | End user can type a question and send to the bot. |
| Auto-complete | Supported | Supported | Supported | Supported | While the end-user is typing a question the answers close to it are listed, and the end-user can select one to see the answer without finishing typing the whole question. |
| Setting auto-complete offer count locally | Not Supported | Not Supported | Supported | Supported | Setting the maximum number of questions offered by auto-complete in the widget of the SDK. |
| Setting auto-complete offer count in the Console | Supported | Supported | Not Supported | Not Supported | Setting the maximum number of questions offered by auto-complete in the Console. |
| Statement dependent auto-complete | Supported | Supported | Not supported | Not supported | In case of filling entitles the auto-complete can present the options. |
| Limiting the length of queries | Supported | Supported | Not supported | Not supported | Our NLP works the best if the length of questions are held shorter than 150 character. This feature can restrict the user to give short questions, by setting the maximum length the widget can accept. The widget disables the end-user to type more. |
| Warning on long queries | Supported | Supported | Not supported | Not supported | The widget can be configured to present a warning message if the user query the end-user is typing is longer than a predefined value. |
| Voice dictation | Supported, only on Chrome | Supported | Supported | Enabling the end-user to dictate the user question instead of typing | |
| Persistent menu value | Supported | Supported | Not supported | Not supported | Presenting a hamburger menu left of the user input that if pressed presents a predefined list of user queries. |
| Adding end-user messages by code. | Supported | Supported | Supported | Supported | Enables the widget to add end-user messages by code. |
| Sanitizing user input at the touchpoint | Callbacks are available to do so | Callbacks are available to do so | Not Supported | Supported | Obfuscation of numbers longer than 3 digits can be turned on in the Android SDK. |
| Multi-line user input | Single line | Single line | Multi-line, may take the full screen | Multi-line, but takes max 6 lines of height | How messages that are longer than one line are presented. |
Bot answer
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Simple text answer | Supported | Supported | Supported | Supported | Presents simple text bot answers |
| Rich text answer | Supported | Supported | Supported | Supported | Presents arbitrary rich text in the answer that is encoded as html. |
| List answers | Supported | Supported | Not supported | Not supported | The answer is presented as a vertical list of items with a thumbnail image. |
| Carousel | Supported | Supported | Supported | Supported | The answer is presented as a horizontal list of items with larger images. |
| Carousel that has link defined in the header | Supported | Supported | Not Supported | Not Supported | An image is displayed at the top of a carousel. In web widgets, this image is clickable and opens a pre-defined URL. |
| Quick options | Supported | Supported | Supported | Supported | There are buttons presented under the answer providing information on next step. The items disappear with the next query to the bot. |
| Persistent options | Supported | Supported | Supported | Supported | The answer bubbles are added a list of questions that can be pressed at any time. |
| Default font of the answer | Web page default font | Web page default font | Times New Roman, it can be overridden in the SDK | Application default font, it can be overridden | This is the default font for the answer. If special font is required the answer article can hold the font information. |
| Display message time stamps | Console setup applies | Console setup applies | always |
configurable defaults to display |
|
| Presenting images | Supported | Supported | Supported | Supported | Presents images in the answer. |
| Article attachments | Supported | Supported | Not supported | Not supported | The content editor can attach files to the answer article that are downloadable for the end-user. |
| URL link in the article | Supported | Supported | Supported, additional development is needed from the application integrator how to handle URLs | Presents a URL link in the article | |
| Anchor link within the same article in the article | Supported | Supported | Not supported | Not supported - passes the anchor to the app as with regular link | Anchor link within the same article in the article |
| Link to an other article in the article - the link is visible as a link | Supported | Supported | Not supported | Supported | Link to an other article in the article. |
| Link to an other article in the article - link is visible as a button | Not supported to be presented as a button | Not supported to be presented as a button | Not supported to be presented as a button | Not supported to be presented as a button | Link to an other article in the article. The link is presented as a button. |
| Link to an email in the article | Supported | Supported | Supported | Supported | When the link is clicked, the default email client is opened and the to, subject, body fields of the email are pre-populated. |
| Block quotes in the article | Supported | Supported | Supported | Not supported | Block quotes in the article |
| Numbered list in articles | Supported | Supported | Supported | Supported | Numbered list in articles |
| Bulleted List in articles | Supported | Supported | Supported | Supported | Bulleted List in articles |
| Tables in the articles | Supported | Supported | Supported | Not supported in the bubbles. It is supported in the full article display | This feature manages tables in the articles |
| Presenting "Read More" on long articles | Presented when bot response text is longer than 320 characters (default character limit can be changed via Widget API) | Supported | Supported | Supported | If an article is regarded as a long one that the prefix of the answer is presented in the answer bubble, and there is a "Read More+" button presented to see the answer in a separate view. |
| Applying read more character count defined in the SDK or Widget | Supported | Supported | Supported | Supported | Applying read more character count defined in the SDK or Widget. |
| Applying read more character count defined in the widget configuration | Supported | Supported | Not Supported | Not Supported | Applying read more character count defined in the widget configuration. |
| Applying read more character count defined in the article | Supported | Supported | Not Supported | Not Supported | Applying read more character count defined in the article. |
| Presenting long articles in a separate view component | Supported | Supported | Supported | Supported | Articles that are too long can be seen in a separate view, not in a message bubble. |
| Show support center link | Supported | Supported | Supported | Supported | Show users a link to your support center. If no support center is associated with the knowledge base, a link to the article is presented. The link text is "Open in browser." |
| Multiple results header | Console setup applies | Console setup applies | Local setup applies | Local setup applies | The text users see above numbered options when the bot finds multiple articles. |
| Multi-page answer | Supported | Supported | Not supported | Not supports | Answers are presented in multiple bubbles. |
| Timed presentation of multi-page answers | Supported | Supported | Not Supported | Not Supported | When an answer is presented in multiple bubbles, you can delay displaying the bubbles. |
| Enable answers in parts | Supported | Supported | Not supported | Not supported | It enables backend to split long articles and show them in parts with quick option to "Read More" |
| Sharing answer | Not supported | Not supported | Not supported | Not supported | Shares the answer as a separate link. |
| Presenting links as buttons | Not supported | Not supported | Not supported | Not supported | Presents links in articles as clickable buttons. |
| Context aware article links | Supported | Supported | Not Supported | Not Supported | In case of an article link the variant is shown that is defined by the end user context |
Context support
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Supporting External Context Setting | Supported | Supported | Supported | Supported | The context is set in the website js source code or given as an initial data to the SDK. |
| Reading context from the widget config | Supported | Supported | Not supported | Not supported | The context data is set in the AI console inside widget configs. |
Conversational Capabilities
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Customer inactivity message | Supported | Supported | Not supported | Not supported | The bot shows an article in response to user inactivity. |
| Error answers | Supported | Supported | Supported | Supported | Custom text set in the console that is presented when the Bot could not find an answer |
| Entities | Supported | Supported | Supported | Supported | Parts of the answer is read from an external source. |
| Filling entity values from code | Supported | Supported | Supported | Supported | The hosting website or the mobile application can fill entity values if that holds the data so that the customer does not need to type that multiple times. |
| Form Entity Validation | Supported | Supported | Not supported | Not supported | If the end-user is filling a contact form in a conversational format by submission time the filled form is presented as one message |
| Location detection provider | Supported | Supported | Not supported | Not supported | A provider or entity that queries the current location of the end-user based on IP or GPS data available. |
| Date picker for selecting date | Supported | Supported | Not supported | Not supported | Date picker for the user to select date. |
NLP
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Search precision setting | Supported | Supported | Supported | Supported | Sets how widely the bot searches for answers. We suggest using the default value (Restrictive) since other options may result in too many (Normal) or too few (Very Restrictive) results. |
| Allow algorithm fallback | Supported | Supported | Supported | Supported | If the bot does not find any relevant answer in "restrictive" mode, it would look for answers in "normal" mode |
Channeling
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Channeling in general | Supported | Supported | Supported | Supported | By channeling you can escalate the current conversation with the bot to a live agent, a phone call, or you can ask the end-user to fill a form which creates a ticket. |
| Ask an agent | Supported | Supported | Supported | Supported | Show users a link that allows them to contact an agent according to your channel setup. The link text is "Ask an agent." If a user clicks the link, the bot becomes unable to provide answers for 30 minutes. |
| Channeling to Ticketing by Contact Form | Supported | Supported | Supported | Supported | When triggered, channeling presents a contact form and the data is used to create a ticket. |
| Channeling to a custom URL | Supported | Supported | Supported | Supported | Channeling is done to an URL. |
| Channeling running custom JS | Supported | Supported | Not supported | Not supported | Channeling triggers the running of a javascript code. |
| Channeling to phone | Supported, a full screen page presented with the phone number | Supported, a full screen page is presented with the phone number | Supported, an option is presented to call the phone number. | The number is passed to the app over listener to further handling | Channeling presents a phone number to call. |
| Channeling to a Bold Live Agent | Supported | Supported | Supported | Supported | Channeling to a live agent provided by Bold360. |
| Channeling to chat with a live agent through - LivePerson, LivePerson LE2, LiveChat Inc, Olark, Salesforce, SnapEngine, Zopim, Zendesk, Custom | Supported | Supported | Not supported out of the box. There is a mechanism called handover provider through which it can be implemented | Not supported out of the box. There is a mechanism called handover provider through which it can be implemented | Channeling to any other Live Chat providers. |
| Reporting, Dashboard, Search Optimizer, Self service score tracks channeling | Supported | Supported | Supported | Supported | Reporting, Dashboard, Search Optimizer, Self service score tracks channeling |
| Presenting image inside the channeling button | Supported | Supported | Supported | Supported | Presenting image inside the channeling button |
| Checking chat availability before presenting chat channeling button | Supported | Supported | Not supported | Not supported | Checking chat availability before presenting the chat channeling button. Supported only for channeling to a Bold Chat. |
| Auto-channeling articles | Supported | Supported | Supported | Supported | If the value of an article is set to "High value + push chat" and it has channeling defined it channels automatically without asking the end-user. |
| Chat availability is checked before auto-escalation | Supported | Supported | Not Supported | Not supported | Before auto-escalation, chat availability is checked. If an agent is not available, an error message is presented. |
| Channeling criterium: User Query | Supported | Supported | Supported | Supported | Triggers channeling if a keyword is presented in the user query. |
| Channeling criterion: Article Label | Supported | Supported | Supported | Supported | Triggers channeling if an article was presented with a specific label. |
| Channeling criterion: Search Results | Supported | Supported | Supported | Supported | A channeling criterion is on irrespective of the presence of the answer. |
| Channeling criterion: Origin-URL | Supported | Supported | Supported the mobile URLs are starting with "app/" | Supported the mobile URLs are starting with "app/" | A channeling criterion on the URL the request is coming from |
| Channeling criterion: Form Value | Not supported | Not supported | Not supported | Not supported | This is unsupported feature in Modern/Slim/Harmony widgets:It could allow customer to show channel AFTER escalation (when contact form was sent).(was supported in "Arcade" widget skin) |
| Channeling criterion: Query language | Supported | Supported | Supported | Supported | A channeling criterion on the Knowledge base language. |
| Channeling criterion: Time | Supported | Supported | Supported | Supported | Channeling based on the time in the day. |
| Channeling criterion: Day | Supported | Supported | Supported | Supported | Channeling based on the day of the week. |
| Channeling criterion: Domain | Supported | Supported | Supported | Supported | Channeling criterion on which widget configuration is used to read the configurations from. |
| Channeling criterion: Day and Time | Supported | Supported | Supported | Supported | Channeling based on the day of the week and the time. |
| Channeling criterion: User Feedback | Supported | Supported | Not supported | supported | Channeling on negative or positive feedback. |
| Channeling criterion: Chat availability | Supported | Supported | Not supported | Not supported | Based on chat availability presenting the chat button. |
| Channeling criterion: Number of words | Supported | Supported | Supported | Supported | Channeling based on the number of words. |
| Channeling criterion: Active Period | Supported | Supported | Supported | Supported | Channeling based on business hours. |
| Custom icon on channeling button | Supported | Supported | Supported | Supported | Presenting an icon inside channeling button next to the channeling text. |
| Escalation into an unavailable chat - through button press - presents the unavailable message | Supported | Supported | Supported | Supported | When the end-user escalates through an escalation button, they can end up in an unavailable chat. In this case, the expected behavior is to transfer the end-user back to the bot and present the reason of unavailability. |
| Escalation into an unavailable chat - through auto-escalation - presents the unavailable message | Supported | Supported | Supported | Supported | When the end-user escalates through auto-escalation, they may end up in an unavailable chat. In this case, the expected behavior is to transfer the end-user back to the bot and present the reason of unavailability. |
Contact Forms
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Contact Forms in general | Supported | Supported | Supported | Supported | Contact Forms is presented to give customer data that is used for creating a ticket. |
| Show form in article body | Supported | Supported | Not supported | Not supported | If set the contact form is presented in a message bubble. Otherwise a separate page is shown with the form to be filled. |
| Post Confirmation Text | Supported | Supported | Not supported | Not supported | Text presented when Contact form submission was successful. |
| Form field: Text | Supported | Supported | Supported | Supported | A simple text form field. |
| Form field:TextBox | Supported | Supported | Supported | Supported | A textbox form field. |
| Form field: Email field | Supported | Supported | Supported | Supported | A textbox form field that expects an email. |
| Form field: Drop down list | Supported | Supported | Supported | Supported | A drop down list form field. |
| Form field: Single choice | Supported | Supported | Supported | Supported | A radio button list form field. |
| Form field: Multiple choice | Supported | Supported | Supported | Supported | A checkbox list form field. |
| Form field: File Upload | Supported | Supported | Supported | Supported | A form field where you can upload a file |
Timed Feedback
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Timed Feedback | Supported | Supported | Supported | Supported | The bot engine asks |
| Feedback input | Not supported | Not supported | Not supported | Not supported | This option sets how the Instant feedback or the feedback looks in search mode. It sets if the thumbs up/down is presented or a textural form. |
| Feedback submission : Open Text | Supported | Supported | Supported | Supported | In case of giving negative feedback the bot only asks for a textural reason of the negative feedback. |
| Feedback submission : Multiple Choice | Not supported | Not supported | Not supported | Not supported | In case of giving negative feedback the bot only asks if the answer was wrong or if the Bot did not understand the answer correctly. |
| Feedback submission : Multiple Choice + Open Text | Not supported | Not supported | Not supported | Not supported | In case of giving negative feedback the bot asks for both Open Text and Multiple Choice. |
| Feedback question | Supported | Supported | Supported | Supported | Setting the question asked to give feedback in the conversational style. |
| Presenting giving feedback in the bot monitor and the chat transcript | Not supported | Not supported | Not supported | Not supported | Letting the feedback gathering mechanism tracked in the Bot Monitor and Chat transcripts. |
| Feedback on full screen article page | Never Presented | Never Presented | Presented all the time | Never Presented | If a long article is presented as an answer, the end-user can select to present it in a full screen - or full widget place. In this case the feedback options may be presented. |
Instant Feedback
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Instant feedback as a whole | Supported | Supported | Supported | Supported | Each answer by the bot is attached the ability to give feedback at the bottom of the message. This is always visible with the answer. |
| Feedback input: Textural | Supported | Supported | Supported | Supported | In this case, at the bottom of the answer bubble, a question with two options are presented. For example, "Did you like this answer: Yes/No" |
| Customizing Textural Feedback Input texts in the AI console | Supported | Supported | Supported | Supported | In case of Textural Feedback Input, the question and the two answers are set in the AI Console. |
| Feedback input: Icons | Supported | Supported | Supported | Supported | In this case, two icons are presented to give feedback. One for positive, one for negative feedback. |
| Custom icons for Icons Feedback Input | Not supported | Not supported | Supported | Not supported | Icons set in the AI console are displayed to give positive and negative feedback. |
| Feedback submission: Open Text | Supported | Supported | Not supported | Not supported | In case of giving negative feedback, the bot only asks for a textural reason of the negative feedback. |
| Feedback submission: Multiple Choice | Supported | Supported | Not supported | Not supported | In case of giving negative feedback, the bot only asks if the answer was wrong or if the Bot did not understand the answer correctly. |
| Feedback submission: Multiple Choice + Open Text | Supported | Supported | Supported | Supported | In case of giving negative feedback, the bot asks for both Open Text and Multiple Choice. |
| Texts presented in the Instant Feedback giving flow are customizable in the AI Console | Supported | Supported | Supported | Partially supported. Only the question on negative feedback and the two options are customizable | All texts presented in the flows of the Instant feedback are configurable in the AI Console. |
| Feedback is presented on full screen article page | Supported | Supported | Not supported | Not supported | If a long article is presented as an answer, the end-user can select to present it in a full screen - or full widget place. In this case, the feedback should be presented for articles that have feedback enabled. |
| "Search and Auto-Complete" sets the visibility of instant feedback | Supported | Supported | Supported | Supported | "Search and Auto-Complete" sets the visibility of instant feedback. |
| <no_feedback /> support | Supported | Supported | Not supported | Not supported | When an article contains the <no_feedback /> tag, it blocks the instant feedback from being presented. This option is stricter than the "Search and Auto-Complete" setting |
Languages support, Automatic translations
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Supporting multiple languages | Supported | Supported | Not supported | Not supported | Supporting multiple languages |
| Right to Left languages | Supported | Supported | Not supported | Not supported | Changing the look and feel for RTL languages. |
| Auto Translation using Google Translate | Only Search mode Supports | Only Search mode Supports | Not supported | Not supported | To enable a KB to serve requests from multiple different languages a service is introduce that translates end-user questions to the KB language and translates the answer back. The translation provider is Google Translate. |
| Auto Translation using Geo-Fluent | Supported | Supported | Not supported | Not supported | To enable a KB to serve requests from multiple different languages a service is introduce that translates end-user questions to the KB language and translates the answer back. The translation provider is Geofluent. |
| Language Selector | Supported | Supported | Not supported | Not supported | As an initial question a drop-down is presented to let the end-user select the chat language. |
Taskbot
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Taskbot | Supported | Supported | Not supported | Not supported | Enabling a live agent to pass the conversation back to the bot. |
Voice-to-voice
| Feature | Widget initiated from VMS | Widget initiated from the Bold360 AI platform | iOS Harmony SDK | Android Harmony SDK | Feature description |
|---|---|---|---|---|---|
| Voice-to-voice | Not Supported | Not Supported | Supported | Supported | An enhanced moe that enables the end user to dictate the questions and the answer is read out. |