Engageware’s March 2025 focuses on giving your employees better tools while ensuring customers receive the personal attention they expect.
Check out our latest roundup of Engageware product updates and enhancements.
Check out our latest roundup of Engageware product updates and enhancements.
Semantic Engine: Next-Generation Conversational Intelligence
Our new and improved semantic engine has arrived with powerful enhancements to support more natural virtual assistant customer interactions. This major upgrade combines structured language models for improved understanding of customer intent and context with large language models for dynamic, personalized, and natural responses.
The updated engine processes content from multiple sources—including knowledge bases, PDFs, and websites—without requiring extensive “Ways to Ask” configurations, making implementation faster and maintenance simpler.
Our new semantic engine also delivers enhanced multi-language support, automatically masks sensitive PII data, and allows customizable accuracy thresholds to balance precision and response rates according to your business needs. With support for multiple AI vendors and a sophisticated vector database for content retrieval, this update represents our evolution to fully generative AI-powered conversations while maintaining the guardrails and accuracy customers expect from Engageware solutions.
Knowledge Management: Enhanced Content History and Case Management
Enhanced Content History with Approval Events
We’ve expanded content history tracking to permanently store all drafting and approval events. Now you can see who created drafts, routed for approval, made revisions, and when changes were approved—providing complete visibility into your content lifecycle. This enhancement supports better auditability, compliance, and collaboration across your organization.
Updated Case Statuses
Case management just got more efficient with expanded status options beyond the basic “new,” “open,” and “closed” states. New statuses include:
- Assigned (auto-updates when a case is assigned)
- Replied (auto-updates when a reply is sent)
- In Progress
- Researching
- Awaiting Submitter
- Resolved
These granular statuses improve visibility and filtering in the Work Queue, giving your team better control over feedback and support processes.
Appointment Scheduling: More Flexibility, Better Resource Management
Meetings
Create booking links for ad hoc appointments with our new Meetings feature. This enhancement allows:
- Multiple resources to participate in a single appointment
- Scheduling outside normal resource/location configurations
- Meeting in arbitrary locations not in your configured location list
Resource Capacity Management
Set appointment limits for your resources on a daily, weekly, or monthly basis across different scopes (location, program, appointment type, etc.). Resources automatically show as unavailable once they reach their defined limits, preventing overbooking and optimizing allocation.
CTS Virtual Walk-In Feature
Let customers join your branch’s queue remotely through Click to Schedule rather than using a kiosk or concierge. This feature displays estimated wait times in the location view, saving customers time and giving them more visibility and control over the process.
Scheduler for Salesforce Updates
Meeting organizers can now edit key meeting attributes—like subject, organizer notes, and location—directly within Salesforce without canceling and rescheduling. Web conference links for rescheduled meetings remain unchanged, providing a more seamless experience for all participants.
Additional improvements include:
- Alternate ID parameters for public invitations
- Booking site specification per invitation
- Enhanced responsiveness in the Scheduler Details Lightning component
Live: Video Banking Enhancements
Our video banking module now offers:
- Customizable video backgrounds for professional environments
- Full-screen options for both agents and customers
- Drag-and-drop video windows for flexible screen management
- Upgraded screen sharing for seamless collaboration
These updates make video banking more professional and user-friendly for both your staff and customers.
Engage: Smarter Campaign Tools
Campaign Cloning
Instantly duplicate both one-time and recurring campaigns with a single click. This feature streamlines campaign creation, ensures consistency, and simplifies scaling efforts.
Audience Batch Scheduling
Synchronize message delivery with workforce capacity to prevent system overload, reduce manual effort, and enable more scalable campaigns.
Studio: Seamless Customer Support and Scheduling Now Embedded in Banno Online Banking
Customers can now seamlessly connect with Engageware’s Virtual Assistant, live agents, or schedule appointments without leaving their banking experience because we’v enow embedded support and scheduling functions directly within the Banno Online Banking environment. This frictionless experience eliminates the frustrating context-switching that has long plagued digital banking interactions, significantly improving customer satisfaction while reducing abandonment rates.
Studio: Custom Booking Interface (Beta)
Create customized booking pages and scheduling workflows with our new Custom Booking Interface (currently in beta). This feature provides:
- Pre-designed templates
- Minimal coding requirements
- Unmatched flexibility in your scheduling process
Enhancing Human Connections Through Smarter Technology
These March 2025 updates focus on making your team more effective while providing better customer experiences:
- Knowledge Management preserves institutional expertise and ensures it’s accessible when needed
- Appointment Scheduling frees your staff from logistical constraints so they can focus on customers
- Live Video Banking delivers face-to-face quality service remotely
- Engage tools automate repetitive tasks so your team can focus on creating compelling content
- Studio’s interface puts design control in your hands for tailored customer experiences