This section contains release information for the Kore.ai Experience Optimization Platform v9.2 released on Apr 10th, 2022.
Virtual Assistants
The following enhancements are introduced for training and improving the accuracy of the Virtual Assistants:
Guided NLP Training Experience
The Kore.ai’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
Kore.ai’s Web/Mobile client is one of the most popular ways to interact with the Virtual Assistants (VA). You can now leverage the Kore.ai 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 Kore.ai hosted client as well as the clients hosted directly by you. Learn more.
Multilingual Virtual Assistants with NLU Model
The Kore.ai’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
Kore.ai’s XO Platform introduces two new dashboards for conversation sessions and VA performance analytics.
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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
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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 Kore.ai’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 Bot 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 Kore.ai. Learn more.