This page gives full details of the various platform releases and the corresponding features that were updated/enhanced in version 9.2.x of the platform.
v9.3.1 August 9th 2022
Minor Release
This update was mainly aimed at addressing some minor bugs.
Following is a list of few updates.
| Feature | Enhancement |
|---|---|
| Virtual Assistant | |
| Copy Knowledge Graph (KG) Synonyms | The platform now allows you to copy the KG Synonyms when ‘Ontology’ is selected using Advanced Mode for Language Enablement. Learn more. |
| Updates to Show FAQ Name as Intent Name | You can now view the FAQ name instead of Dialog taskin the Universal Bot during the Batch Testing. When you enable the FAQ Name as Intent Name setting and then export the batch test suite results, the MatchedIntent field shows the FAQ name. Learn more. |
v9.3.0 July 23rd 2022
Major Release
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:
| Feature | Enhancement |
|---|---|
| Virtual Assistant | |
| 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. |
| Zendesk Sunshine Channel | The Zendesk Sunshine messaging channel is now supported to launch your virtual assistants where the developer can choose either Basic Auth or OAuth as the authorization method to the Zendesk Sunshine channel. 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
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| 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:
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. |
The following are the new features and enhancements for managing Process Assistants:
| Feature | Enhancement |
|---|---|
| Process Apps | |
| 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. |