Version 4.26

Version 4.26

September 18, 2024

Enhancements

Enhanced Scenario Activation and Automated Wrap-Up with Virtual Agent (VA) Integration
Real-Time Guidance (RTG) now utilizes Virtual Agent's (VA) flow and intent detection for smarter scenario activation, replacing the basic full-text search method for more accurate and context-aware triggers. Additionally, agents can now interact with VA as a personal assistant by asking questions or performing tasks through text, streamlining their workflow. The post-interaction wrap-up process is also automated, generating a summary of customer requests and agent actions through transcript analysis via Knovvu VA, allowing for faster and more efficient completion of interactions.

Expanded Knowledge Sources for Generative Q&A
The Real-Time Guidance (RTG) system's Generative Q&A feature now includes both Knovvu and Genesys knowledgebases as information sources. This enhancement provides access to a broader and more reliable pool of knowledge, ensuring more accurate and comprehensive answers. The integration aims to improve the quality of responses to user queries.

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.