Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Working with the Builder
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions

Dialog Tasks
Dialog Builder
Node Types
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Group Node
Agent Transfer
User Prompts
Voice Call Properties
Dialog Task Management
Connections & Transitions
Component Transition
Context Object
Event Handlers
Knowledge Graph
Knowledge Extraction
Build Knowledge Graph
Add Knowledge Graph to Bot
Create the Graph
Build Knowledge Graph
Add FAQs
Run a Task
Build FAQs from an Existing Source
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Training
Knowledge Graph Analysis
Knowledge Graph Import and Export
Importing Knowledge Graph
Exporting Knowledge Graph
Creating a Knowledge Graph
From a CSV File
From a JSON file
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Digital Forms
Feedback Survey
ML Engine
Model Validation
FM Engine
KG Engine
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Ranking and Resolver
NLP Configurations
NLP Guidelines
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterence Testing
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Conversation Testing
Conversations Dashboard
Performance Dashboard
Custom Dashboards
Meta Tags
Dashboards and Widgets
Conversations History
Conversation Flows
Feedback Analytics
NLP Metrics
Containment Metrics
Usage Metrics
Smart Bots
Universal Bots
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Manage Assistant
Plan & Usage
Usage Plans
Support Plans
Multilingual Virtual Assistants
Masking PII Details
IVR Settings
General Settings
Assistant Management
Data Table
Table Views
App Definitions
Sharing Data Tables or Views

Build a Flight Status Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Web SDK Tutorial
Widget SDK Tutorial
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters

API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK
BotKit SDK Tutorial - Blue Prism

Assistant Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Compliance
Using Single-Sign On
Security Settings
Cloud Connector
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  5. What’s New5 min read

What’s New5 min read

This section contains release information for the Experience Optimization Platform v9.2 released on Apr 10th, 2022.

See Major Previous Releases

Virtual Assistants

The following enhancements are introduced for training and improving the accuracy of the Virtual Assistants:

Guided NLP Training Experience

The’s XO Platform enhanced the Natural Learning Process (NLP) training module. The NLP enhancements will enable you to identify issues proactively in the training phase itself and also provide  recommendations to address these issues.

This release focuses on some of the key validations for the intent training with the Machine Learning (ML) engine. The upcoming releases will include a broader validations framework to cover all aspects of training and testing data.  Learn more.

One-click Enablement of Web Client’s Web/Mobile client is one of the most popular ways to interact with the Virtual Assistants (VA). You can now leverage the hosted Web/Mobile Client so that you don’t have to custom host the SDK. 

You can also customize the appearance theme of the Web/Mobile Client directly from the Builder. This is applicable for both the hosted client as well as the clients hosted directly by you. Learn more.

Multilingual Virtual Assistants with NLU Model

The’s XO Platform has enhanced the ability to enable multilingual virtual assistants with the NLU model to select specific language for an assistant. The NLU model is used for training the assistant, and it can be different from the assistant’s language.

The NLU model can be built using any of the standard 26 languages or you can also choose to use the Multilingual Model. The multilingual model is a language-agnostic NLU model pre-trained with 100 plus languages. The new update also allows you to copy the training data, FAQs & Answers, Ontology Structure, Small Talk, and Traits while enabling a new language for a VA.  Learn more.

Analytics Enhancements’s XO Platform introduces two new dashboards for conversation sessions and VA performance analytics.

  • Conversation Dashboard

    The Conversation Dashboard is a one-stop place for sessions, containment and engagement trends, with the breakup of self-service, drop-off, and agent sessions.  Learn more

  • Performance Dashboard

    The Performance Dashboard provides insights about NLP performance that focuses towards Intent Identification and Goal Completion. The dashboard also includes insights about integration metrics that focus on the performance of the APIs and Scripts over a period of time. Learn more.

    Note: You may find some of the metrics and insights in these two dashboards similar to the Usage Metrics and Containment Metrics. We strongly recommend you to use the two new dashboards. The Usage Metrics and Containment metrics will be deprecated in the upcoming releases. 

Custom Dashboard Updates

The Custom Dashboard now allows you to use the “HAVING” clause to filter the right data for analysis when creating or editing a widget. The HAVING clause helps filter the aggregate fields, which are created by using the GROUP BY clause. Learn more.

Custom Translation Engines

For enabling multilingual assistants, you can use the input translation and response translation options. In addition to the prebuilt integration with translation services,  you can now configure any other custom translation engine. It could be translation engines like DeepL, Apertium, or in-house translation engines. Learn more.

Channel Updates

RingCentral Engage and Syniverse channels are now supported to launch your virtual assistants. In addition to Infobip, the WhatsApp channel can be enabled using GupShup and Karix as the channel partners.  Learn more.

Proactive Notifications 

The’s XO Platform has introduced the support for sending proactive notifications to your users. You can send proactive updates to your users even if they have not interacted with a virtual assistant before. The feature is provided via an API.

Note: In this release, Proactive Notifications are supported only on the Microsoft Teams and Slack channels. Make sure to enable the Proactive Notification settings for the channel to use this API. Learn more.

Process Apps

The following are the new features and enhancements for managing Process Apps:

Conversational Trigger Enhancements 

In this release, you can add any assistant and set permission automatically to execute a process application directly from the Conversational Trigger’s properties panel. You can also add multiple Assistants to the conversational trigger from the VA Permissions page. Learn more.

Enhanced Form Access Controls 

You can now add an instance to a form and define all the necessary access controls and use it at multiple steps as per business requirements.

You can inherit access controls from one  instance to another instance.  You can change the properties of all the form components from in the new instance as per your requirements. You can also add instances from the step or from the Form Builder in the platform. Learn more.

Dynamic Error Console

You can now view all the errors categorized by step in the Flow Designer error console.

You can easily resolve errors by clicking on the issue and fix the error in the respective node and property panel. Learn more.

URL For Trigger Form 

The Process Apps now allows you to copy the URL for a form to trigger the process flow. You can copy the form URL from the property panel of the Digital Form and share as appropriate and this form is hosted by Learn more.