2023.4
Release Date: 10 April 2023
The U-Assist 2023.4 Release introduces the following new or enhanced features.
New Features
Introducing Multi-Tenant Support
U-Assist now has the capability to support Multi-Tenant deployment, which enables multiple tenants/customers use a single instance of U-Assist application. This allows tenants to operate independently from one another, with different configurations and users, despite being a part of the same deployment.
Every tenant has a unique identifier, and each tenant’s data in the database is compliant with Uniphore data integrity and security standards.
This capability enables the tenants to:
Add or remove the users as required.
Tailor the application configuration according to its specific business process.
Get product upgrade and patches without any effort.
A Tenant ID is sent along with the client requests to access the U-Assist APIs. The configuration data is pulled from the database during run time based on the Tenant ID.
With this release 2023.4, all Uniphore tenants are created and managed directly on the X Platform.
Multi Environment Facility for U-Assist
Every U-Assist tenant has access to Uniphore's Multi Environment feature, which allows the logical separation of environments for configurations made by Administrators and Analysts in the U-Assist application. Thus allowing the user to switch the configuration from testing to production without impacting the production environment.
This feature enables you to develop, test and release your changes made in the U-Assist application continuously and with high productivity.
Three out-of-the-box environments are provided for each Multi Environment account:
DEV – A dedicated environment for development.
TEST – A dedicated environment for testing.
PROD – The production environment.
For details on working in DEV, TEST and PROD environments, click here.
Deployment of configuration from source environment to destination environment for an account is triggered from the X Console.
For details on deployment between environments, click here.
Call Summary Template Design and Runtime Settings
Using X Console, a Business Analyst can now create unique sets of Intent-based Call Summary templates for each U-Assist Business Process. These templates are used to display the content that an Agent will see in the AI Agent Assist application during runtime.
A new rich text editor is provided to support advanced design of the Business Process Header and Intent Summary templates. The Analyst can also define the Disposition choices that will be displayed:
From the X Console AI Agent Application Settings page, an Admin can also configure which components will be displayed:
For details on designing Call Summary templates, click here.
For details on configuring Call Summary component display for the AI Agent Application, click here.
Run Time Call Summary in AI Agent Application
With this release, an Agent can now view and edit a detailed summary of a call that is in-progress. The detailed summary includes customer metadata and intent-based summaries that are generated in real time. This eliminates the need for the Agent to wait until the end of the call to view the Summary.
In the Call Summary, the values of Entities and Session Variables are populated dynamically while the call is in progress.
In the AI Agent Application, a new icon “Call Summary” is added in the toolbar to view the Call Summary in real time.
The Call Summary page contains the following components:
Header Summary – Enables Agent to view the general information about the call or customer, generated in real time.
Intent Summary – Enables Agent to view and update the summary generated in real time for each call reason (intent).
Call Disposition – Enables Agent to select the disposition value for each intent or call reason.
In addition to using the auto generated summary, Agents can use the Notes section to capture their own notes that they need to refer to later, during a call. At the end of the call, the Agent can review and submit the summary along with the notes.
For details on viewing and updating Call Summary, click here.
For details on adding notes, click here.
Testing and Adding Phrases to the AI Model
U-Assist now has a built-in facility to test text phrases and conversation transcripts against the account's current AI Model and review all Intents, Entities and Alerts that were extracted for a selected U-Assist Business Process.
When needed, a Business Analyst can assign tested phrases to the most relevant Intent.
Periodically testing a Business Process against the Uniphore Natural Language Processing (NLP) engine and assigning new conversation phrases to your AI Model can greatly enhance its performance and improve its efficiency.
For complete details on how to use the Test AI Model facility, click here.