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| Platform |
| Einstein |
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| Client | Bernardbot | Salesforce |
| Feature Category | Feature Name | Description | CURRENT STATE | CURRENT STATE | PRIORITY |
| Overview | Authenticated State | Bot version for authenticated users. | | TRUE | 0 |
| Overview | Unauthenticated State | Bot version for unauthenticated users. | | TRUE | 0 |
| Overview | NLP Enabled | Bot has NLP capability. | | TRUE | 0 |
| Overview | Text Field Enabled | Bot has text field enabled permanently. | | TRUE | 0 |
| Overview | Agent Escalation | Bot can escalate user to a human agent. | | TRUE | 0 |
| Overview | Multi-Lang Support | Bot has multi-language support. | | FALSE | 3 |
| Overview | Resolution Confirmation / Ratables | Bot presents question that asks if the bot resolved user's issue. | | TRUE | 1 |
| Overview | Rich Text Formatting | Bot platform allows for rich text formatting (bold, italics, etc.) OOTB. | | FALSE | N/A |
| Overview | Rich Media | Bot platform allows for rich media (carousels, videos, etc.) OOTB. | | TRUE | 2 |
| Overview | Authentication via Bot | User is able to authenticate via the bot. | | FALSE | N/A |
| Overview | Main Menu | User is presented with a main menu (or quick replies) at the start of the interaction. | | TRUE | 0 |
| Overview | Backend Triggers | Bot leverages backend triggers for set conditions. | | TRUE | 1 |
| Overview | Custom Styling | Bot UI leverages custom styles. | | TRUE | 1 |
| Overview | End-of-chat survey | Bot serves an experience survey at the end of the interaction. | | TRUE | 1 |
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| System Integrations | Account Management | User is able to update PII within bot experience (email address, mailing address etc) | | FALSE | N/A |
| System Integrations | Subscription Management / Billing | User is able to view/edit subscriptions, view previous billing or current access that is non-recurring | | FALSE | N/A |
| System Integrations | Library Management | User is able to view/edit library content (e.g. watch list, delete content from library?) | | FALSE | N/A |
| System Integrations | Device Management | User is able to view/delete devices activate on their account (possibly also view useage per device?) | | FALSE | N/A |
| System Integrations | Subscription Creation | User is able to create a new account and complete purchase flow of subscription/one time billing | | FALSE | N/A |
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| NLP | Number of Intents | Number of intents currently live in bot. | TBD | 48 |
| NLP | Minimum Training Phrases per Intent | The minimum number of training phrases required per intent for the model to function. | 10-15 (can function with less) | 150-200 |
| NLP | Model Build Time | Time it takes for the NLP model to be "trained". | seconds | ~1.5 hr |
| NLP | Training Phrase Generation Assistance | Platform provides training phrase generation assistance using past user utterances. | TRUE Think GAP work Jesse has set up is more refined than OTB DF | TRUE | 3 |
| NLP | Holistic NLP Model Assessment | Platform provides holistic model assessment (confusion between intents, etc.). | | FALSE | N/A |
| NLP | "Follow-Up" Intents | Bot leverages follow-up intents in conversation design. | | FALSE | N/A |
| NLP | Fallback Intents | Bot leverages fallback intents. | | TRUE | 0 |
| NLP | Small Talk Capability | Bot has small talk capabilities to emphasize conversational aspect of interaction. | | FALSE | N/A |
| NLP | Content Gap Identification | Platform has content gap identification capabilities, leveraging past user utterances. | TRUE Think GAP work Jesse has set up is more refined than OTB DF | FALSE | N/A |
| NLP | Escape Hatches | Bot conversation design contains escape hatches. | | TRUE | 0 |
| NLP | Context Retention | Bot leverage context retention in conversation design. | | FALSE | N/A |
| NLP | Duplicate Detection Within Intent | Platform is able to detect duplicate training phrases across intents. | | FALSE | N/A |
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| Content | Account Management | Subscription Management | Bot guides users on how they can manage their subscription. | | TRUE | 1 |
| Content | Account Management | Cancellation | Bot guides users on how they can cancel their account. | | TRUE | 1 |
| Content | Account Management | Device Management | Bot guides users on how they can manage devices on their account. | | TRUE | 2 |
| Content | Account Management | User Management | Bot guides users on how they can manage the users on their account. | | TRUE | 2 |
| Content | Account Management | Logging In Assistance | Bot guides users on how they can resolve their login issues. | | TRUE | 1 |
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| Content | Billing | Payment Update | Bot guides users on how they can update their payment information. | | TRUE | 1 |
| Content | Billing | Refunds | Bot guides users on how they can request / confirm a refund(s). | | TRUE | 1 |
| Content | Billing | Unexpected Charges | Bot guides users on what an unexpected charge(s) might mean and how they can get assistance. | | TRUE | 1 |
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| Content | Product-Related | Troubleshooting | Bot guides users on how they can troubleshoot a product issue. | | TRUE | 1 |
| Content | Product-Related | Product Launches (What) | Bot informs users of product launches (ex. offline downloads feature, Oscars, etc.). | | TRUE | 2 |
| Content | Product-Related | Product Guides (How) | Bot guides users through how they can set up or use the product / feature (ex. live tv, offline downloads, etc.). | | TRUE | 1 |
Using existing feature
May not be able to pass through transcript
