2023.3
New Features
Integration to Intents on the Ensemble Service
U-Assist After-call deployed on the cloud leverages a centralized Ensemble Service created on the X‑Platform, a new feature-set that enables real-time configuration of advanced, AI-based conversation handling for both U-Assist In-call and U-Assist After-call. This first phase of the Ensemble Service provides the ability to define Experiences, customizable AI domains that can create different sets of AI Intents for different Business Processes (BPs) during a conversation.
In U-Assist In-call, each Intent can be mapped to a specific Flow and Step to execute runtime activities.
In U-Assist After-call, the Entity catalog allows the business analyst to import the AI Intent model created in the Ensemble Service, which simplifies configuration and reduces the time required for Entity and Intent language recognition, improving overall system performance. The catalog reference list will be at the Tenant level.
These AI Intents can be used in the Rule Configuration. The configured rule Entities are used in the Summary template that is displayed on the Agent Desktop.
Refer to Experiences for more details about U-Assist Experiences.
Refer to Adding Intents to create Intents and add Intent phrases.
Kubernetes based orchestration and container management for Cloud deployment
Beginning from release 2023.3.0.0, U-Assist application can be deployed via Kubernetes to avail auto-scale functionality. In earlier releases, all the U-Assist services are dockerized and orchestrated using the docker swarm, so the number of nodes to be deployed were varied based on the concurrent load. Thus Kubernetes based orchestration and container management helps to automatically scale up and down the number of nodes based on the load. It also handles provisioning and deployment, resource allocation, service discovery, delivering high availability, and other crucial features of any system.
Note
Please contact Cloud Admin to deploy U-Assist application.
Integration of Uniphore’s built-in LivePerson Widget (Summary and Disposition) with Agent Workspace
Uniphore’s LivePerson widget leverages the LivePerson’s Agent Workspace widget SDK to retrieve real time agent-customer conversation data along with its associated metadata. By the use of Agent Workspace widget, agents need not flip between browser tabs. Agents can open applications directly from within the Agent Workspace. The use of Agent Workspace allows agents to connect and handle multiple concurrent connections with visitors/customers from one central console.
U-Assist processes digital chat interactions in the same way that it processes voice interactions to generate After Contact Work (ACW) - contact summary and conversation disposition for digital chats. U-Assist can also effectively process concurrent chats being handled by a single agent.
Agents can use the LivePerson widget to request the summary and disposition either on demand or at the end of a call and also view the summary and disposition multiple times for multiple intents in a live call.
For complete information on LivePerson Widget Integration with Agent Workspace, click here.
Dynamic refresh of Redis Cache
The following configuration items are stored in Redis cache:
Entities
Disposition
Alerts
Promises
Summary template
ASR instances
CTI language mapping
Supervisor agent mapping
Profile role mapping
Organization
Business Process
Tenant
In previous versions, when any of the configurations in U-Assist found missing, there used to be a need for a manual refresh of the redis cache, which contains the configurations. With this release, refresh of redis cache is automatic, eliminating the need for manual intervention.
Enhancements
Terminology standardization
In this release, the following changes are made on the API parameters:
The parameter names “sessionId”, “contactId”, “callId” are changed to “conversationId” in the APIs including Agent Assist APIs, On-demand summary APIs, Operational Metrics, Promise Management APIs, Real time Transcription stream APIs, Supervisor Assist APIS and Uniphore Rest APIs.
The parameter name “categoryId” is changed to “businessProcessId” in the Agent Assist APIs, Uniphore Rest APIs, Real time Transcription stream APIs, Operational Metrics and Promise Management APIs.
The term “category” is changed to “business process” in the API description.
The parameter name “contactType” is changed to “conversationType” in the Uniphore Rest APIs, Real time Transcription stream APIs, Real time Transcription stream APIs and Promise Management APIs.
The term “contact disposition” and “call disposition” is changed to “conversation disposition” in the API description.
Rule output with split configuration
Rule output with split configuration allows analyst to split the output (entities) of rules in two ways:
Split the rule output with respect to start index and end index values.
Split the rule output with respect to regex pattern provided in the output.
This function helps an agent to capture a specific portion of the customer conversation.
Note: This rule enhancement fixes the error reported in the bug EBUG-657.
Contact summary template enhancements
In Define Contact Summary page, entities that are in drafted and submitted status are not shown in the left pane. In previous versions, the drafted and submitted entities were listed in the left pane for the selected organization and business process. From this release, Analyst can only use the trained entities to define contact summary templates.
Defect Fixes
Jira ID / Severity | Bug Description | Fix |
|---|---|---|
EBUG-832 / High | While defining the summary template with a special character hyphen ‘–‘, system throws an error message “Please enter valid characters.” | This issue is fixed and the system accepts the special character hyphen ‘-‘ in the summary template. |
EBUG-726 / High | In the rule configuration, the keywords configured in the proximity functions are not detected in the rule and system generates null response in the rule output. | This issue is occurring due to multiple occurrences of proxy keyphrases in a turn. This issue is fixed, and the rule is now evaluated accurately with proximity functions. |
Known Issues
Jira ID / Severity | Issue Description |
|---|---|
AIB-18383 / Major | In Cucumber framework, system allows creation of entities without any access token which is required for all client requests. |