Virtual Assistants Overview
Natural Language Processing (NLP)
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Help & Learning Resources
Quick Start Guide
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Building a Virtual Assistant
Using Workspaces
Release Notes
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Request a Feature
Conversation Designer
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Dialog Tasks
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Intent Node
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Knowledge Graph
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Create Node Structure
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Add FAQs
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Run a Task
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update Knowledge Graph
Move Question and Answers Between Nodes
Edit and Delete Terms
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From a CSV File
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Overview Dashboard
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Users Dashboard
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Custom Meta Tags
Create Custom Dashboard
NLP Insights
Conversations History
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Usage Metrics
Containment Metrics
Smart Bots
Universal Bots
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Manage Assistant
Plan & Usage
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Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Masking PII Details
IVR Settings
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Assistant Management
Manage Namespace
Data as Service
Data Table
Table Views
App Definitions
Sharing Data Tables or Views
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Configure Agent Transfer
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking 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
Composite Entities
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
Intent Scoping using Group Node
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
Widget SDK Tutorial
Web SDK Tutorial
Introduction to 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 & Control
Using Single-Sign On
Security Settings
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  1. Home
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  4. What's New
  5. What’s New

What’s New

This section contains release information for the Experience Optimization Platform v9.3 released on July 23rd, 2022.

See Major Previous Releases

Virtual Assistants

This update includes new features and enhancements to enable the operations and business users proactively monitor and improve the performance of the virtual assistants using actionable insights from the platform. 

The following are some of the key features included in this release:

Virtual Assistant Health and Monitoring

The new Health and Monitoring feature provides a goal-driven approach to improve the accuracy of the virtual assistant’s NLP model. The training data is analyzed along with the test coverage and test results of the Batch Test suites to provide insights into the performance of the NLP Model. The feature also recommends corrective actions to address issues identified in the training data. Learn more.

The training data validations now include incorrect intent patterns, short training utterances, and incorrect entity annotations. Learn more.

The Batch Testing feature now provides a visual summary of the test results along with the test coverage details. You can also review the test execution summary for every intent type, drill-down to specific test cases, view the expected and matched results, and view the detailed NLP analysis. You can also tag specific test case results that need follow-up actions and collaborate with your team to improve the performance. Learn more.

Usage Analytics

The new Overview Dashboard provides a summary of key metrics like conversations and containment, users, intent identification rate, goal completion rate, and more. You can also drill down to the individual dashboards to view complete information.  Learn more.

The new Users Dashboard provides the trend of the number of users interacting with the virtual assistant. The dashboard also provides the trend of new users of the virtual assistant and also provides cohort analysis of the Returning Users. Learn more.

The Analyze module now has a new navigation menu to easily navigate between various dashboards. Learn more

Conversations Analytics

The new Conversations History module feature helps you analyze the user interactions by summarizing the key events identified during the conversation. Intent identifications, entity or confirmation retries, task execution failures, etc., are some of the key events tracked. Along with the summary, you can also see the complete conversation transcript to make data-driven decisions. You can also tag conversations that need follow-up actions and collaborate with your team to resolve them.  Learn more.

The new Unhandled Utterances section in the NLP Insights feature captures the utterances that did not result in intent or entity identification while executing entities or confirmations. These utterances help you identify any potential issues in the conversation design or new use cases for your virtual assistant. Learn more.

Custom Training for None Intent

The None Intent can now be trained to include the FAQs from Knowledge Graph to avoid potential conflict between the dialog and FAQ intents. You can also train the None Intent with your custom training utterances to cover any use cases that are currently not part of your virtual assistant. The None Intent configuration is moved from the Advanced Configurations to the Machine Learning configurations section. Learn more.

Sunshine Conversations Channel

The XO Platform supports the Sunshine Conversations (previously Zendesk Sunshine) Messaging Channel to launch your virtual assistants. OAuth-based authorization for channel integration and in-built live agent transfer to Zendesk via Switchboard are now supported. Learn more.

WhatsApp Messaging Channel for Infobip

The XO Platform now allows the user to add and delete up to 20 phone numbers to the same virtual assistant for Infobip on the WhatsApp Messaging Channel. The Platform will automatically respond to the ‘from number’ (source number) in the incoming request. Learn more.

Change of Account/Workspace Ownership

The platform now allows enterprise account/workspace owners to transfer the ownership to another registered user by assigning the ‘Primary Master Admin’ role. Learn more.

Contextual Topic Guides

You can now access learning resources like training courses, videos, and FAQs about various modules from the Topic Guides section. Look for the shortcut icon next to the module name to open contextual Topic Guides.  Learn more.

NLP Training Updates

This update also includes the following updates to the NLP training modules

  • The platform now supports out-of-the-box Bot Synonym lists for Simplified Chinese and Traditional Chinese languages. Learn more.
  • The Address entity includes the full formatted address for you to easily parse specific parts of the address like city name, country name, etc.  Learn more.
  • The Phone Number entity is enhanced to accept additional formats. Learn more.

Web Client SDK 2.0 – New Framework

The Web SDK Client is upgraded to v2.0 to include a significant number of enhancements. Some of the key updates are:

  • Customize Templates using Angular or ReactJS frameworks.
  • Adopt the plug-in based architecture to integrate only the required features. For example, you can use the Graph Templates plug-in, Pickers plug-in, STT/TTS features distributed as plug-ins
  • Supports easy deployment by embedding the script tag on your website code.

You can learn more about the Web SDK 2.0 from here.

Discontinuation of Universal Bots 1.0 Version

The 1.0 version of Universal Bots is no longer supported. These bots will be auto-migrated to the 2.0 version as part of this release.

Process Assistants

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

Introduction of Portal User Role

You can now invite a new user to a Process App with the ‘Portal User’ role. Users with this role can only access the portal to create or manage process instances. Learn more.

Add Multiple Alert Recipients

The Process Assistants now support adding multiple recipients to the Notify (To) field in the Alerts section while drafting an instance failure notification message. Learn more.

Adding Nodes to Process Builder

The Process Assistants now allow users to add a node between the process flow steps with a simple drag-and-drop action. Learn more.

Process Failure Notification Delivery

Process Assistants can now deliver the failure notifications to an external application/endpoint by defining an API request.  Learn more.