{"id":56567,"date":"2023-04-17T13:12:11","date_gmt":"2023-04-17T12:12:11","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=56567"},"modified":"2023-04-17T13:12:11","modified_gmt":"2023-04-17T12:12:11","slug":"whats-new-in-v10-0","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/whats-new\/whats-new-in-v10-0\/","title":{"rendered":"What’s New in v10.0"},"content":{"rendered":"
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Learn about the new features and enhancements included in v10.0 of Kore.ai Experience Optimization Platform<\/b>, released on January 21st, 2023.<\/span><\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n

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The v10.0 of the Kore.ai XO Platform comes with various innovative features that enable enterprises to <\/span>continuously improve IVAs on auto-pilot<\/b> and extend our <\/span>open platform architecture<\/b>. The release also includes exciting new ways to train your virtual assistants using <\/span>Large Language Models<\/b> and <\/span>Generative AI<\/b> technologies. Experience the future of automation with this release.\u00a0<\/span><\/p>\n

Key features and enhancements included in this release:<\/span><\/p>\n

Design, Collect, and Analyze Feedback<\/span><\/h2>\n

FEEDBACK SURVEYS<\/b><\/p>\n

The new Feedback Survey module helps you to capture feedback from the users about your products, services, and overall experience with the virtual assistant. The in-built analytics help you get valuable insights using NPS, CSAT, or any other metrics of your choice.\u00a0<\/span><\/p>\n

The survey builder allows you to quickly create surveys using CSAT, NPS, and Like\/Dislike options to collect feedback. The platform can automatically create a Dialog Task with a flow to capture the feedback, or you can create your flow. You can collect the feedback after every task using the End of Task event or choose to launch the survey at select parts of your conversation. You can also use the new Feedback Service option of the Service Node to build custom survey flows and submit the feedback to your virtual assistant. <\/span>Learn more<\/a>.<\/p>\n

The new Feedback Dashboard provides the survey results and insights. You can see the distribution trend of feedback scores and the overall score for a\u00a0 given period. You can also review the full feedback results with an option to export them. <\/span>Learn more<\/a>.<\/p>\n

The Kore.ai XO Platform now allows developers to create a survey by providing a Survey Name and pushing analytics data using a public API if a dialog is not created. Learn more<\/a>.<\/p>\n

Pre-built Integrations with Popular Business Applications<\/span><\/h2>\n

INTEGRATIONS ACTIONS<\/b><\/p>\n

Jumpstart your VA development using the pre-built conversation flows and integrations with popular business systems.<\/span><\/p>\n

The XO Platform now offers pre-built integrations with many popular business applications like Salesforce, Zendesk, ServiceNow, and others. The low-code integrations come with full conversation flows to automate the popular actions, including the entities, API integrations, and response mapping for presenting the messages to the users. Prebuilt integrations with many more business applications will be launched very soon.<\/span><\/p>\n

You can enable the integrations relevant to your virtual assistant by providing the necessary authorization details. Explore the various actions associated with the application and install the ones you need. These actions get created as Dialog Tasks in your virtual assistant. Each of these tasks comes with a complete flow to capture the user’s required inputs using Entities and present responses to the users using Message nodes. <\/span>Learn more<\/a>.<\/p>\n

Pre-built Integrations with Contact Center Systems for Handing-off the Conversations<\/span><\/h2>\n

INTEGRATIONS AGENT TRANSFER<\/b><\/p>\n

Kore.ai’s pre-built Agent Transfer integrations allow you to seamlessly handoff the conversations to any of the popular Contact Center applications without the need to write any custom code using the BotKit. These integrations reduce dependency on skilled IT staff and empower business users to configure IVAs quickly.<\/span><\/p>\n

Pre-built integrations with Drift, Genesys, HelpShift, Intercom, ServiceNow, Salesforce, Unblu, and Zendesk are available now. The platform hosts these integrations, and there is no need to host any custom BotKit.\u00a0<\/span><\/p>\n

You can enable the agent transfer integration of your choice by providing the required configurations. You can also ena<\/span>ble multiple agent inte<\/span>grations and map them to specific channels if you have such a use case. <\/span>When you enable multiple applications for Agent Transfer, you can also choose one of them as your default. The Agent Transfer node also supports the IVR Properties to hand off the conversations to human agents for Voice channels. <\/span>Learn more<\/a><\/p>\n

Expand VA Skills and Improve Intent Coverage<\/span><\/h2>\n

INTENT DISCOVERY<\/b><\/p>\n

The new integrated Intent Discovery module is designed to help you auto-extract popular intents from previous user conversations. It helps automate the creation of intents and provides insights for the conversation design. Upload your existing information sources like previous chat transcripts, support tickets, and knowledge base to discover the popular intents. It reduces the time and effort to build a virtual assistant and leads to the success of your Conversational AI Journey. This is a beta feature and is available only for the English language. <\/span>Learn more<\/a>.<\/p>\n

Sharing & Transfer of Data Tables and Views<\/span><\/h2>\n

DATA TABLE & DATA VIEWS<\/b><\/p>\n

You can now transfer the ownership of data tables and views that you own to other users of your workspace. The complete list of all data tables and views is also available in the Admin Console so that your account or workspace administrators can manage the ownership. The platform automatically identifies any dependent tables or views and transfers all of them to the new owner.\u00a0<\/span><\/p>\n

The new Shared Tables menu shows all the tables with assignments to the bots that are shared with a user. Similarly, Shared Views are also now available. Shared tables or views can be accessed in the read-only view.\u00a0<\/span><\/p>\n

You can now see the complete definition of the table or view from the Service Node configurations. This helps to map the correct values while using the Data Service to view or update the details. <\/span>Learn more<\/a>.<\/p>\n

Support for Large Language Models and Generative AI Technologies<\/span><\/h2>\n

This release also includes multiple new features that leverage the power of Large Language Models (LLMs) and Generative AI technologies. These features simplify the intent detection and answering from documents processes. We will launch many more features that intelligently enhance the virtual assistant experiences using these technologies.\u00a0<\/span><\/p>\n

ZERO-SHOT MODEL with OpenAI\u00a0<\/b><\/p>\n

Your virtual assistants can now identify the intents from user utterances without providing any training. Yes, no training is required! You can now integrate your VA\u2019s NLU Engine with OpenAI for intent identification. Make sure to use intent names that correctly describe the user\u2019s intent and ensure good intent coverage for the best outcomes. The intent names and user utterances (after applying PII redactions) are shared with OpenAI for intent identification. This is a beta feature and is available only for the English language. Learn more<\/a>.<\/p>\n

FEW-SHOT MODEL (Kore.ai Hosted Embeddings)<\/b>\u00a0<\/span><\/p>\n

The Few-shot Model uses the power of large language models to identify the intents with no or minimal training. This model creates embeddings from LLMs hosted by Kore.ai and uses custom models for identifying the intents from the user utterances. Make sure to use intent names that correctly describe the user\u2019s intent and ensure good intent coverage for the best outcomes. This is a beta feature and is available only for the English language.<\/span> Learn more<\/a>.<\/p>\n

ANSWER FROM DOCUMENTS<\/b><\/p>\n

Your virtual assistants can now intelligently extract knowledge from documents and automatically answer user queries without curating questions or responses. All you have to do is just upload the PDF documents that contain your knowledge base. This feature leverages LLMs hosted by Kore.ai to identify the right content for a user query and Generative AI models from OpenAI to dynamically curate the answer. The content from the documents and user utterances (after applying PII redactions) are shared with OpenAI for curating the answer. This is a beta feature and is available only for the English language. <\/span> Learn more<\/a>.<\/p>\n

NLU Accuracy and Performance<\/span><\/h2>\n

NLU VERSION 3<\/b><\/p>\n

The new version of the NLU Engine (Version 3) allows you to explore the latest features like Zero-shot Model, Few-shot Model, Intent Discovery and also improves accuracy and performance. The new VAs will automatically use the new version by default.\u00a0<\/span><\/p>\n

We recommend migrating all your existing VAs to the new version to experience the new features and improvements. Make sure to back up your virtual assistant before upgrading, validate the NLU performance using the Batch Testing module, and publish the changes.\u00a0<\/span><\/p>\n

The previous version (Version 2) will be discontinued in the upcoming product releases (Q2\u2019 2023). On-Premise customers can run both versions in parallel or switch directly to Version 3.<\/span><\/p>\n

Connect to External NLU Engines<\/span><\/h2>\n

EXTERNAL NLU INTEGRATIONS\u00a0<\/b><\/p>\n

The Platform now allows you to connect to the external NLU engines, especially if you wish to migrate from another platform to the XO Platform. With external NLU integration, you can continue to have the NLU training on an external system and build the conversation flows on the XO platform. The integration is supported during utterance testing, batch testing, and end-user interactions and is useful for Intent and Entity detection. Conversation management and all other functionalities are managed on the Kore.ai XO Platform<\/span>. <\/span>Integration with Dialog Flow ES is now available, and more will be available soon.\u00a0<\/span><\/p>\n

If the external NLU engine does not identify any intent, then the XO platform’s NLU engine will come into play; it works as a fallback engine. <\/span>Learn more<\/a>.<\/p>\n

Automate Regression Flow Testing<\/span><\/h2>\n

CONVERSATION TESTING<\/b><\/p>\n

With the improved Conversation Testing framework, you can now confidently roll out new updates to your assistants by automating the conversation flow testing using dynamic text, flow, and context assertions.<\/span><\/p>\n

You can create test suites either by recording the conversation or by directly uploading the conversations. After you upload or record test cases, the platform validates the conversation and assigns text and flow assertions for every step.\u00a0<\/span><\/p>\n

Text assertions compare the text of the expected output with the actual output. You can also mark specific parts of the text assertion as dynamic so that the test cases are marked as a success, even if the value of that specific part is different during the execution. For example, a user’s balance can be marked as dynamic as it can change every time the suite is run. Flow assertions refer to the tasks, nodes, FAQs, or standard responses triggered during the flow execution. It ensures that the bot has traversed the same path as you expected. You can also use context assertions to verify if the context object contains specific parameters that you may require for successful flow execution.<\/span><\/p>\n

For every test case, you can now see the complete test coverage information across the dialog, FAQ, and small talk intents. For every execution, you can see the overall execution statistics and test results of every test case, along with failure reasons, if any. You can also visually compare the expected and actual results. <\/span>Learn more<\/a>.<\/p>\n

Analyze and Improve Flow Coverage and Accuracy<\/span><\/h2>\n

HEALTH & MONITORING<\/b><\/p>\n

In addition to the NLU Health, the Health & Monitoring dashboard now includes Flow Health to present the overall flow coverage and accuracy.<\/span><\/p>\n

You can view the analytics for Dialog Tasks, FAQs, and Small Talk. You can also view the intent level summaries and test coverage details to easily identify the nodes or intents to be covered. You can also drill down to the test case results to view the execution analytics. <\/span>Learn more<\/a>.<\/p>\n

Improved Messaging Channel Support<\/span><\/h2>\n

CHANNELS<\/b><\/p>\n

The Platform now supports the following additional messaging channels:<\/span><\/p>\n