Version 5.25
February 10, 2025
AI-Detected Scenarios
A new scenario type, AI Detected, has been introduced in RTG Scenarios, enabling the identification of customer and agent behaviors based on conversational context rather than exact keyword matching. Unlike rule-based triggers, AI Detected scenarios leverage large language model (LLM) analysis to recognize intent, sentiment, and situational patterns — reducing the need to enumerate every possible phrasing manually.
When creating an AI Detected scenario, users can select from a set of pre-built templates covering common customer situations, including Lost Opportunity, Churn Risk, Escalation Request, Legal / Financial Risk, and Public & Regulatory Escalation Threats. Each template comes with a pre-filled, editable LLM prompt to allow further customization. A custom scenario option is also available for organizations that require use-case-specific detection logic.
Once a scenario is triggered, the corresponding action is delivered to Copilot and Conversational Analytics in real time, consistent with existing RTG behavior.
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.