Version 4.24

Version 4.24

August 22, 2024

Enhancements

Automated Redacted Data Distribution
When redaction is enabled, the system now automatically sends redacted data to all relevant generative AI applications. This enhancement streamlines data management, ensuring that any personal information is not shared with public generative AI systems.

Original Data View for Tenant Admins in Dynamic Redaction
Tenant Admins now have the ability to view original data even when dynamic redaction is enabled. This feature ensures that admins can access unredacted information while maintaining data security for other users. That permission can be defined to any role.

Improved Tagging Efficiency
The tagging list now displays the most recently used tags at the top, making it quicker and easier to apply relevant tags during data categorization.

Multilingual Model Support
The system now supports multilingual models, allowing users to process and analyze data in multiple languages. This enhancement broadens the system's applicability across different regions and languages.
Mixed model 4 : English- Spanish
Mixed model 5: Latvian- Russian
Mixed model 6: Arabic, Danish, Dutch, English, Finnish, French, German, Hindi, Italian, Latvian, Mandarin, Norwegian, Portuguese, Russian, Spanish, Swedish, Tagalog, Turkish, Urdu
MENA: Arabic, English, French, Urdu
North America: English, French, Portuguese, Spanish

Enhanced Quick Search with Logical Operators
Users can now use logical operators "AND" and "OR" in the Quick Search bar on the Conversations page. This improvement provides more precise and efficient search capabilities.

Meeting Conversations Editing
Users can now edit meeting conversations after they have been created. This feature allows for greater flexibility in correcting or updating meeting transcripts.

Improved Readability of Evaluation Comments in Excel Exports
Evaluation comments in the Evaluation Results Excel exports have been reformatted to increase readability. This enhancement ensures that comments are clear and easy to interpret.

Ask GenAI Project Duplication Feature
Users can now duplicate existing projects, allowing for quicker setup of similar projects by replicating configurations and settings.

Ask GenAI Project Deletion Capability
A new feature has been added allowing users to delete projects. This ensures that outdated or unnecessary projects can be removed from the system.

Structure Update for Topic Removal in GET Conversations API Method
The system now includes the necessary structure to remove topics from the GET Conversations API method. This update simplifies the API responses and reduces unnecessary data.

CSAT Score Display on Conversations Page
The Conversations page now displays the CSAT (Customer Satisfaction) score for each conversation, providing immediate insight into customer feedback.

CSAT Ratings Retrieval
Users can now retrieve conversation CSAT ratings, allowing for detailed analysis of customer satisfaction.

Predicted CSAT Score on Conversations Page
The system now shows the predicted CSAT score on the Conversations page, offering users an estimate of customer satisfaction before the final score is available.

OpenAI Requests Metric Added
A new metric has been added to track OpenAI requests. This metric helps monitor over Grafana or Prometheus the usage and performance of AI integrations.

CSAT Score in PATCH Conversations API Method
The PATCH Conversations API method now includes the ability to add or update the CSAT score, allowing for more accurate and up-to-date customer satisfaction data.

CSAT Scores in Reports Page
The Reports page now includes CSAT scores, providing a comprehensive view of customer satisfaction across different conversations and time periods.

RTG Navigate to Transcript Section from Moments in Dashboard:
Supervisors can now click on notifications in the dashboard to be automatically directed to the corresponding section in the transcript. This enhancement allows for quick review of relevant parts of the conversation. When a notification is clicked, the transcript will scroll to the relevant section and then stop autoscrolling, enabling focused examination of the conversation.

RTG Ask GenAI" Option in Scenario Actions:
Users can now select the "Ask GenAI" option within the action section of scenarios, enabling dynamic and AI-driven responses. Instead of providing a fixed response, this feature allows GenAI to generate contextually relevant and varied replies based on customer inquiries or comments, enhancing the interaction's effectiveness. The generated response is then delivered to the agent in the agent interface, allowing the agent to provide a tailored reply to the customer.

RTG Increased Scenario Limits for Enhanced Management:
Supervisors can now create and manage more comprehensive and complex scenarios with increased system limits. The active scenario limit has been raised from 50 to 70, allowing for greater flexibility. Additionally, the character limit in the scenario action-content section has been expanded from 500 to 1,000, providing more space for detailed and elaborate actions.

Improvements

Minor UI Enhancements:
Several minor improvements have been implemented to enhance the user interface. These enhancements make the interface more intuitive and user-friendly, contributing to a better overall user experience.

Minor Bug Fixes:
Various minor bugs have been addressed to improve overall system stability and performance. These fixes result in a smoother and more reliable user experience.