Resolved -
This incident has been resolved.
Apr 19, 15:57 EDT
Update -
We are continuing to monitor for any further issues.
Apr 19, 15:08 EDT
Monitoring -
The generative bot behaviour has returned to normal as early escalations have been resolved. We’ll continue to work with our processor to steadily improve the quality of generated answers.
Apr 19, 14:39 EDT
Update -
Our team has made some adjustments to improve the answer rate of the product. Some chatters may notice less accurate answers but the overall number of early escalations have decreased.
Apr 19, 14:30 EDT
Update -
We are continuing to work on a fix for this issue.
Apr 19, 14:05 EDT
Identified -
The issue has been identified and related to one of our processors. Our team has reached out to them to report the issue.
Apr 19, 13:51 EDT
Investigating -
Clients using our Generative Answers feature are seeing degraded performance in the answer generation rate. This means that chatters interacting with generative bots may be occasionally escalated to an agent when they should receive a generated answer.
Impact: some chatters interacting with Generative bots. We’re still investigating the full impact of the issue.
We'll provide an update every hour.
Apr 19, 13:41 EDT