We’ve been hard at work building new capabilities into our product and are excited about our Fall ‘24 platform release. Here’s what’s new!

🔍 Understand what customers are asking about

• Topic Insights: Embrace crystallizes insights across high volumes of prompts so you can get a real understanding of what’s being asked about.  
• Identify knowledge gaps: Embrace identifies and surfaces topics with no source content and/or negative feedback, allowing your teams to rapidly address and fill.

✨ Agent platform to create the right experience for your customers

• AI Agents: Gain much deeper control over how Embrace’s AI works for you. Choose to let Embrace look beyond just your sources. Set brand tone and voice.  Let your agent know who they are and what their job is. Build and publish new agents easily.

💬 AI–powered conversations in any digital touch point

• API for conversational search: Put access to Embrace virtually anywhere you like, behind a user experience you control. 
• Chatbot and Embeddable Widget: Embrace provides multiple new out-of-the-box options for you to leverage.  An Embeddable Widget puts Embrace into a digital property of your choice with a small amount of code.  Or use our chatbot to present Embrace when a user requests.
• Streamlined Slack Integration: Connect Embrace to Slack quickly and easily, enabling your teams to have Embrace-powered conversations where they work and collaborate.

📖 Create dynamic, organic knowledge bases

• New Content Integrations: We continue to build integrations to source systems so you can easily tap into content across your organization.  The list now includes Confluence, Google Drive, Notion, Microsoft OneDrive, and Zendesk Knowledgebase.  
• Audio and Video: Upload video and audio files to Embrace – transcripts, talks, etc. – and Embrace will ingest and make available the content for conversation.

🛡️ Ongoing Security and Data Privacy investment

• SOC 2 Type II: We’ve completed the rigorous SOC 2 Type II audit process to give you transparency on how Embrace.ai handles data privacy and security. 

Read on for additional details about all the highlights mentioned above!

Topic Insights

What are your customers asking about? You want to know what kinds of things are being asked about your products by your customers, partners, and employees. Embrace’s technology now provides analytical insights about both the common topics that are coming up AND the areas where you may have content gaps. We give visibility on an aggregated basis across thousands of prompts over varying time horizons and also let you zoom in on particular areas of interest.

💡Why it matters: We’ve been working on this capability for months and are excited about the value it will create for our customers. Here’s how different functional areas at your company can benefit from the insights:

• Support and Customer Success – identify where your teams need to be the most aware
• Knowledge Managers – quickly learn where content gaps exist so you can fill them
• Marketing – bolster content on your website and elsewhere about commonly asked themes
• Product – gain insight into common challenges with your solutions that can potentially be addressed with future product efforts
• Sales – help inform your field on common questions and make sure they’re fully enabled

Embrace.ai’s interface to view topics

AI Agents

We’re giving our customers more control over Embrace’s AI and how it behaves. Admins can now create and publish agents for a variety of purposes. Our Agent capabilities allow for detailed instructions, the capture of brand tone and voice, the ability to control how strictly Embrace uses exclusively your content vs looking beyond it, and more.

💡Why it matters: You want Embrace to speak in a way that accurately reflects your company and your specific use case. We’re now putting you in a position to manage that yourself so you can quickly test, tune, and deploy.

Embrace.ai’s interface to create custom agents

API

We’ve launched a powerful API that allows you to deliver Embrace’s capabilities almost anywhere, and keep you in the driver’s seat around the user experience. We have multiple customers who have embedded us in their product experience using our API.

We make it easy to leverage our API including a point-and-click approach to generating API keys and associating to a specific content collection in Embrace, as well as configure agents by API key.

💡Why it matters: Some of our customers want to control the front-end of the user experience completely; our API gives them that power.

WPEngine member portal powered by Embrace’s API

Chatbot and Embeddable Widget

Different use cases and technical landscapes call for different UX options. We’ve introduced both an embeddable widget that can live in your digital property (see an example on our homepage at embrace.ai) as well as a chatbot.

💡Why it matters: Present Embrace using a pre-built digital experience that we provide and can be quickly implemented.

Embrace.ai’s chat widget

New Source Integrations

We continue to introduce integrations to a range of digital sources, knowing that your content is scattered across multiple systems. We now have integrations for:

• Confluence
• Google Drive
• Notion
• Microsoft OneDrive
• Zendesk Knowledgebase
• Also, we can now ingest audio and video files

💡Why it matters: Your content lives in many places. We want to make it as easy as possible to tap into those assets in a streamlined way.

Embrace.ai integrations to access your content

Streamlined Slack Configuration

Many of our customers use Slack and are delivering Embrace access to users via our integration with that messaging tool.  We now allow our customers self-service abilities to install Embrace in your company’s Slack environment and easily associate different Slack channels with different collections.

💡Why it matters: Slack is the default communication tool at many companies and we want you to be able to move fast with Embrace in that environment.

Access Embrace.ai directly within Slack for streamlined team collaboration.

SOC 2 Type II

We’ve announced the successful completion of our SOC 2 Type II examination. Security matters to all of our customers as it relates to all of their technology initiatives, and certainly their generative AI efforts. We’ve successfully completed this rigorous process working alongside an audit firm to validate our efforts.

💡Why it matters: Have confidence that Embrace is living up to a high standard it has set for itself on the security front.

SOC 2 Type II certification

Sneak peak on new capabilities we’re close on and will be ready for our next update:

The beauty of subscription software is it keeps getting better! Here are some things we have underway and expect to release soon.

• Customer sentiment analysis – what’s the tone of your customer interactions and where are there hotspots
• Organic content improvement – human-in-the-loop process to continuously improve your knowledge content in a streamlined and effective way
• Direct audio capture – Capture voice content from subject matter experts and inject it into your content base
• High Volume Collection Management – Some of our customers have many content collections and we’ll make it easier to organize and access them.

To learn more, book a demo of Embrace.ai.

Text generated with help from Embrace