This document provides information on the various releases and the corresponding feature updates and enhancements introduced in the Platform’s version 10.3.x or later.

v10.5.1 Aug 11, 2024

Patch Release

This update includes bug fixes and minor enhancements.

LLM and Generative AI

Multi-language Support for System and Custom LLMs

The platform now supports all bot languages for both system and custom LLMs.

Key updates:

• Language-specific responses: LLMs can now generate responses in bot languages that LLMs also support.
• Preserved sentiment: Responses maintain original sentiment.
• Expanded language options: Available for all LLM features and prompts.

Key benefits:

• Improved accuracy in non-English interactions.
• Enhanced user experience for global audiences.

Custom LLM Framework Update for GenAI Node

The platform has significantly enhanced the GenAI Node’s custom prompt creation flow. It now supports dynamic variables in the prompt definition, gives full control over the prompt structure, and dynamically defines prompt definitions using JavaScript. These updates provide greater flexibility, better conversation context control, and more sophisticated prompt engineering capabilities, allowing platform users to create more advanced and tailored GenAI applications with improved custom LLM integrations.

Key updates:

• Dynamic variables improvements: Conversation history is redefined as an array of objects. New variables are introduced for Required Entities, Collected Entities, and Conversation History Length.
• Variable support: Context, Environment, and Content variables are now supported in prompts and scripts.
• JavaScript mode: Ability to create prompts using JavaScript and preview option for script validation.

Channels

MS Teams Modal Dialog Support

The platform now supports Microsoft Teams Modal Dialogs, enhancing the interactive capabilities of virtual assistants deployed on the MS Teams channel. This support allows platform users to handle the ‘Invoke’ action-type messages used by MS Teams for Modal Dialogs.

Key updates:

• New “Modal Dialogs” toggle: The new toggle is introduced in the channel configuration and is off by default.
• Custom URL configuration: When enabled, platform users can set a Custom URL to which the platform forwards Modal Dialog messages for processing.
• Message handling: The platform maintains the conversation context when handling Modal Dialog messages. It forwards these messages with pre-context to the Custom URL for processing, then relays responses back to the user, maintaining a seamless interaction.

Key benefits:

• Enhanced interactivity: Enables form-based experiences in Teams.
• Seamless integration: Preserves conversation context throughout.
• Improved user experience: Supports more complex interactions.

Backward compatibility:

• This update is available to all existing apps, and it’s disabled by default. If enabled, the app needs to be republished to make these changes take effect.

Admin Console

IP Address Restriction Enhancement

The Admin Console now supports Regex patterns for IP address restrictions. The regex support makes it easier for administrators to manage access across extensive IP ranges.

Key updates:

• Administrators can enter IP ranges using regex patterns when IP Address restriction is enabled. 
• Account access is limited to IP addresses matching the provided regex patterns.

Key benefits:

• Reduced manual entry.
• Greater precision in identifying IP addresses through pattern matching.
• Streamlined administration for large IP ranges.

Entity Node

Transient Entity Feature for Enhanced Data Privacy

The platform has introduced a “Transient Entity” feature for the Entity node. It allows platform users to ensure that sensitive user inputs do not persist after a conversation session ends.

Key updates:

• The new “Transient Entity” toggle in Entity Node > Component Settings. It’s visible when Sensitive Entity is enabled.
• It’s a component-level property, ensuring consistent application across all instances and flows using the Entity node.
• Applies to all channels, including IVR.
• Masks data during conversation based on existing Sensitive Entity settings.
• Removes specified data from conversation history once the session ends.
• Displays a placeholder “[data_purged]” in conversation history where data has been removed.

Key benefits:

• Enhanced Data Privacy: Sensitive information does not persist after conversations end.
• Regulatory Compliance: Helps businesses meet GDPR, CCPA, and other data protection regulations.
• Customizable: Works with existing Sensitive Entity settings for tailored data masking.
• Audit-Friendly: Improves audit trails with a clear indication of purged data.
• Industry-Specific Value: Particularly beneficial for the BFSI sector with strict data regulations.

Digital Forms

Field Validations using Regex

The platform now supports Regex-based field validations in Digital Forms, enhancing data collection capabilities.

Key updates:

• Regex Option: Added alongside the existing predefined conditions in Field Validation.
• Flexible Validation: Fields are validated based on the provided regex patterns.
• Error Handling: Displays a custom error for a regex pattern mismatch.

Key benefits:

• Provides greater control over input formats.
• Enables precise data validation for complex scenarios.

Agent Transfer

Enhanced Agent Chat History Link

The platform has improved the functionality of chat history links provided to agents during conversation transfers. The access limit for these links has been increased from 5 to 10 times, allowing supervisors to better audit them. Additionally, the links now display the specific conversation that prompted the transfer, providing more relevant context to agents.

Backward compatibility:

• The existing agent transfer chat history links remain unchanged. These changes apply only to the links generated after this release.

v10.5 July 27, 2024

Patch Release

This update includes feature enhancements and bug fixes. The enhancements are summarized below.

LLM & Generative AI Framework

OpenAI GPT-4 Turbo and GPT-4o Support for LLM & Generative AI Features

The Platform now supports two new OpenAI models for various Co-Pilot and Dynamic Conversations features.

• GPT- 4 Turbo is a high-speed, accurate model ideal for real-time applications like chatbots, virtual assistants, and content generation.
• GPT- 4o is an advanced multimodal model that can accept both text and images as input, offering improved efficiency and cost-effectiveness compared to GPT-4 Turbo.

Admin Console

Usage Information for Enterprise Accounts

Enterprise users can now view consolidated usage data for all their Bots and Apps in the Bot Admin Console. Key updates:

• The new Billing menu in the Admin Console left navigation.
• Combined XO10 and XO11 usage statistics on a single page.
• Detailed usage trends are accessible via the Manage button.

Learn more.

Deploy Management

Import, Export, and Publish GenAI and LLM Settings

A new ‘GenAI and LLM’ option is now available under the ‘Settings’ section for Import, Export, and Publish operations.

The setting includes:

• Integrations
• Prompts and Requests Library
• Feature Mappings
• Guardrails (for v11 only)

Key benefits:

• Deploy GenAI and LLM features across multiple bots.
• Enhance flexibility in managing GenAI-related settings.
• Ensure seamless operation of runtime features for end-users.

Full vs. Incremental Import:

• Full Import
  • Deletes existing models and prompts in the target app.
  • Overwrites with models, prompts, and GenAI features from the import file.
  • Retains model configurations if a model exists in both source and target
  • Replaces all feature mappings, custom instructions, and guardrails.
• Incremental Import
  • Keeps existing prompts, only adds new ones.
  • Replaces all feature mappings, custom instructions, and guardrails.
• Both import types:
  • Preserve existing integrations.
  • Import XO-GPT integration as-is.
  • Enable imported features with warnings.
  • Handle “Azure Open AI by Kore.ai” integration based on token status.

Backward compatibility:

• Existing bots in the Configured state are copied to the Published state.

These changes aim to streamline the deployment and management of GenAI and LLM features across multiple bots and ensure the seamless operation of runtime features for end-users.

Channels

Instagram Channel Support

The XO Platform has added Instagram as a new channel option. Users can enable and deploy their virtual assistants on Instagram. Learn more.

APIs

SDK Push Notifications Management APIs

The platform has introduced a new set of SDK Notifications APIs to enhance control over push notifications for mobile devices using the Web/Mobile SDK channel.

Key updates:

• A new API scope is added to the Bot builder – “SDKPushNotification”.
• Three new APIs have been introduced:
  • DeviceSubscription API: Subscribe the device to SDK push messages and receive subscription status and device details.
  • Subscribed User Devices API: Lists all the mobile devices subscribed to SDK push notifications and their OS types.
  • DeviceUnsubscription API: Unsubscribes SDK push messages for specific or all devices of a user.

Key benefits:

• Improved user control: Manage users’ push notification preferences more effectively.
• Enhanced flexibility: Manage device subscriptions programmatically.

Public API for SSO Configuration Management

The platform has introduced public APIs for managing Single Sign-On (SSO) configurations. This new API complements existing bot creation and publishing APIs, allowing for a more comprehensive automation of account setup processes. It significantly enhances the platform’s capabilities for enterprise customers who require frequent audits or automated deployments.

Key updates:

• Public API for SSO configuration management:
  • Fetch the SSO Meta API: Returns the existing SSO configuration along with the URLs.
  • Enable SSO API: Enables the SSO configuration for an account.
  • Disable SSO API: Dsables the SSO configuration for an account.
  • Update the SSO Configuration API: Updates the SSO configuration for an account.
• Support for SAML protocol.

Key benefits:

• Streamlined automation: Customers can now fully integrate SSO configuration into their CI/CD workflows.
• Reduced manual effort: Simplifies the audit process by allowing automated SSO setup.
• Increased flexibility: Account administrators can programmatically manage SSO settings.
• Improved efficiency: Facilitates faster and more consistent SSO deployment across accounts.

Virtual Assistant

Timeout Settings Moved to Instance Properties for Service Node

The timeout settings for the Service Node have been moved from Component Properties to Instance Properties. 

Key benefits:

• Increased flexibility: Customize timeout settings for each dialog individually without affecting other tasks using the same Service Node.
• Improved error handling: The “Jump to Specific Node” option now works more reliably within the current dialog.

Backward compatibility:

• Existing service nodes retain their current timeout behavior while the timeout settings are moved to the Instance Properties. 

Learn more.

Rephrased User Query Details in the Context Object

The platform now includes the Rephrased User Query in the context object, making it available for downstream tasks. This enhancement improves intent detection, entity extraction, and search accuracy by providing enriched user input by incorporating contextual signals. Platform users can now leverage rephrased queries for dialog execution and API calls to Search AI.

Key updates:

• New “UserQuery” context object: 

  context.UserQuery : {
        	originalUserQuery :  <original user input> ,
          rephrasedUserQuery : <rephrase user query>
          }
  

• New “Conversation History” setting: Indicates the conversation history length – the number of previous messages sent as context to LLM:
  Generative AI > Dynamic Conversation > Rephrase User Query > Advanced Settings > Conversation History Length

Learn more.

v10.4.1 July 13, 2024

Patch Release

This update includes bug fixes.

v10.4 June 29, 2024

Patch Release

This update includes feature enhancements and bug fixes. The enhancements are summarized below.

Voice Call Properties

Dynamic Values for Timeout Duration in Voice Call Properties

This update enables dynamic timeout settings for voice calls via environment variables. Users can now manage timeouts across multiple components without manual adjustments. This approach enhances consistency, reduces errors, and simplifies voice call property management.

The users now have two options for setting timeout durations:

• Preset: Select a maximum wait time between 1 and 60 seconds to receive input.
• Environment Variable: Select any environment variable from a drop-down list or use a search bar to find a specific variable. Learn more. 

NLU

Ability to Import ML Utterances from One Language to Another (without Translation)

The platform now supports copying utterances between languages within the same app. This feature simplifies importing and synchronizing utterance data across multiple languages. (The ability to automatically translate the copied utterances in the target language will be available soon.)
Learn more.

Improvements to Zip Code Entities

The  Zip Code entity has been enhanced to identify wild cards like “ “ and “-”. For example, “1 2 3 45” is identified as “12345”. Learn more.

Digital Forms

Option to Clear Default Date During Design Time

Date fields on digital forms now have a clear (‘x’) icon, which allows users to easily remove the default date value. Learn more.

Agent Transfer

Attachment Sharing Between Users and Live Agents

Users can now send files to agents during conversations. This improves communication and helps solve issues faster. This feature is currently available only for ServiceNow agent integration.

Capability to Handle Agent Fallback Errors

The platform has introduced a new “Agent Transfer fallback response” to improve user experience during agent transfers. Instead of leaving the conversation idle, the platform can now inform users with an appropriate response that can be configured in the app definition.  This feature allows for clearer communication and better handling of technical issues during agent transfers.

Channels

Discontinuation of the Google Business Messages Channel

Google announced the discontinuation of the Google Business Messages channel from July 31, 2024. This channel will be phased out in the coming weeks. If you have alternative chat channels, consider inviting your customers to continue conversations there. For more details, refer to the Google announcement.

v10.3.1 June 15, 2024

Patch Release

This update includes bug fixes and minor enhancements. The enhancement is summarized below.

Language and Spell Correction Enhancements

Spell Correction Version 2 for Dutch

A new spell correction (Version 2.0) is now available for the Dutch language. Learn more.

v10.3 June 01, 2024

Patch Release

This update includes feature enhancements and bug fixes. Key features and enhancements included in this release are summarized below.

Digital Forms

Preprocessor Script Support for Digital Forms

The Digital Forms module now provides the ability to dynamically configure the form definition and behavior. The newly introduced Preprocessor configuration allows updating the form definition dynamically using JavaScript. The platform executes this preprocessor during the runtime and delivers the form definition to the channel. The preprocessor can use the environment, content, and context variables. 

The following are some of the key use cases:

1. Dynamically changing the form field titles, descriptions, etc. 
2. Dynamically populating the values of fields, for e.g., options in a  drop-down component
3. Changing the language of the messages to support multilingual conversations 

 The koreUtil library has been extended with the “getFormDefinition” function to retrieve and modify the form definition.

This feature also helps address the current limitation of system messages available only in English. The “formMsgMeta” section of the form data contains the full list of system messages and errors, which can be modified using the Preprocessor. Learn more.

BotKit 

OnVariableUpdate Event Support for the Universal Bot

The Universal Virtual Assistant now supports the “OnVariableUpdate” BotKit event. By subscribing to this event, the platform will push all the variables defined within the virtual assistant to the BotKit, allowing platform users to manage the bot variables seamlessly.

Additionally, for bot variables with the propagation flag enabled, the platform will include the details of the propagated child bots and the variable data sent to the BotKit. Learn more. 

Language and Spell Correction Enhancements

Spell Correction Version 2 for French

A new spell correction (Version 2.0) is now available for the French language. Learn more.

Previous Releases

For details on the features introduced in the previous versions of 10.x releases, see the previous versions’ release notes.