Nhu Ho
Authors name: Nhu Ho February 3, 2023
Hero Image - v4.44 - 2

From the new Output Type support and Call Transfer option to more flexible Live Agent role management and a new Insights Report, here is what’s on the horizon with Cognigy.AI v4.44.

Augment CX using Adaptive Cards

Adaptive Cards are a platform-agnostic way to display a stream of information that is richly formatted and interactive. Authored in JSON, they offer a consistent and visually appealing way to present content within a chat or conversation interface while customizable to match the look and feel of the host application dynamically.

By rendering diverse elements such as text, images, buttons, videos, and audio, Adaptive Cards make it easier for users to consume and interact with the provided information. The results? A much more intuitive and engaging customer interaction.

With the release of v4.44, Adaptive Cards are now a native Output Type in the Say Node and Question Node, allowing you to easily blend them into conversation experiences on Webchat and any other supported channel. Likewise, they are supported across Cognigy.AI platform components, including Insights, Live Agent, Interaction Panel, and more. The Adaptive Card Designer gives you a real-time preview of the end user experience while editing the JSON schema to accelerate the design process.

Augment CX using Adaptive Cards

New Call Transfer Option with Cognigy Voice Gateway

The Voice Gateway Transfer Node allows your voice agent to hand over the call to another target, for example, a human agent when escalation is needed. Besides the Refer Transfer Type to forward an existing call (using SIP Refer), we have recently added a new Dial Transfer option to initiate a new outgoing call (using SIP Invite).

The main difference between Refer and Dial Transfer is that in the former, the bot gets disconnected from the call after forwarding, while in the latter, the bot remains on the line and can listen to and transcribe the conversation. As such, the Dial option is ideal for deeper analytics, live transcripts, and agent assist use cases. Likewise, it gives you more flexibility in case your carrier does not support SIP Refer method.

New Call Transfer Option with Cognigy Voice Gateway

Containment Rate Report in Cognigy Insights

Containment rates alone are by no means a determinant of customer service success. That said, they can provide a good efficiency indicator when put into the larger picture of contact center operations. In Cognigy Insights, you can now find the Containment Rate Report for any Virtual Agent as part of the Engagement Dashboard.

Containment Rate Report in Cognigy Insights

More Flexible Role Management in Live Agent

Cognigy Live Agent provides three user roles for access control: Administrator, Supervisor, and Agent. Starting from v4.44, you can now assign a user with multiple roles for extended permissions. For example, a contact center Team Lead might need both Supervisor and Administrator roles for team management and report access.


Other Improvements for Cognigy.AI

Cognigy Virtual Agents

  • Added the option to create descriptions as optional property to Flows, Lexicons, and Intents

Cognigy Insights

  • Created print styles for detailed views of charts for the Google Chrome browser
  • Added animation on changing top tiles in dashboards

Cognigy Live Agent

  • Added the opportunity to view Location messages with full information from WhatsApp
  • Improved the synchronization between Live Agent and Insights for sending conversation events based on the cognigy_project_id instead of the Inbox one
  • Added the description about the Supervisor role in the Settings > Agents page
  • Upgraded PostgreSQL and Redis dependencies to the latest version in the Helm Chart (does not apply to external instances). For more information, see migration guide

Cognigy Voice Gateway

  • Added the Reason field to the Voice Gateway Transfer Node

For further information, check out our complete Release Notes here.