2024.10
Release Date: 28 October 2024
The U-Assist 2024.10 Release introduces the following features.
New Features
There are no new features added in this release.
Enhancements
New Positive Emotion Triggers for Alerts
An Alert can now be triggered for an Agent based on dominantly positive emotions that are detected during a conversation, as well as dominantly negative emotions.
For more details on creating Alert triggers based on emotions, click here.
Additional Enhancements to GenAI Call Summary Editing by Agent
When an Entity value is changed in the Flow during the call, the modified Entity will be displayed in a gray capsule with a blue border in the generated summary. After the call, in the generated summary, the Agent can update or approve an Entity value using the Approve icon to confirm that it has been reviewed and addressed.
Agents can now use the Tab and Shift+Tab keys to quickly switch between GenAI components and make necessary changes. Agents can also copy Entities from the generated summary and paste them into any third-party tool as needed, allowing them to complete any additional after call tasks quickly and accurately.
For more details on viewing and modifying a Call Summary that has been created by GenAI, click here.
Reorder Entities in the GenAI Summary Design
An Analyst can now reorder the Entities list of a GenAI Summary to change the order in which detected Entities will be displayed to an Agent in the generated call summary. Reordering provides more flexibility for GenAI Summary design; for example, whenever a new Entity is added for detection it can be displayed to an Agent in any position desired.
For complete details on designing a GenAI Call Summary, click here.
Introducing Date-Time-Duration Entity Type
The new Entity Type Date Time Duration has been introduced to extract date, time and event duration values from transcripts using a prescribed structure. Prior to this Release, event duration information needed to be configured separately by combining the values returned by Entity Types Date and Time. The new Entity Type reduces the need for performing such configurations and improves productivity.
For more details about Date Time Duration Entity Type, click here.
Rule Output with Uppercase Configuration
The Analyst can configure Rule output (i.e., Entities) to be displayed with uppercase letters, based on a customer's requirements. The Agent will see the extracted Entity values in any of the following ways:
Capitalize the first letter of each word in the extracted Entity value
Capitalize the first letter of the first word only in the extracted Entity value
Capitalize all letters of the extracted Entity value
For more details about Rule Output with Uppercase Configuration, click here.
Constraints and Limitations
The following constraints and limitations exist for this release:
Item | Description | Workaround |
|---|---|---|
1 | A user is unable to upload and test an audio file or text file in the AI Agent Assist Application. | A user must log in to the U-Assist ACW platform at least once in order to successfully upload and test audio files in the AI Agent Assist Application. |
2 | When using the Auto-Submit option with the GenAI Summary, if the Trigger is set to 'End of Current Call', the X-Platform Conversation Summary variable for the current call returns an empty value. | Contact Uniphore Support for additional information and options. |
3 | When creating an Alert for Agents, although it is currently possible to map the Alert to a Service Flow, execution of the selected Flow at run time (during a call) is not yet implemented. | Execution of a Service Flow that is mapped to an Alert will be possible only in a future release. |
Defect Fixes
There are no defect fixes specific to this release.