Automation AI Updates¶

This document provides information on the feature updates and enhancements introduced in Automation AI of AI for Service (XO) v11.x releases.

v11.14.1 June 14, 2025¶

Patch Release

This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.

Agent Transfer¶

Users can now share files with live agents to provide additional context and facilitate more efficient issue resolution. Previously supported only in the ServiceNow integration, this feature is now available in Genesys. Currently, Genesys supports attachment sharing only through the WebSDK channel.

Learn more

v11.14.0 May 31, 2025¶

Minor Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

DialogGPT¶

Evaluation of DialogGPT¶

The Batch Testing feature now provides a comprehensive evaluation framework to validate and enhance orchestration accuracy across all conversation types. It offers flexible test creation methods (manual and bulk upload) and assesses utterances across the retrieval and intent detection pipeline. It also supports different model configurations and provides comprehensive performance metrics for both development and production environments.

Key features

End-to-End Orchestration Testing: Processes each utterance through the full retrieval and LLM workflow, mirroring real-world behavior to uncover issues static testing might miss.
Model Configuration Flexibility: Supports testing across different combinations of LLMs and model configurations to identify the most effective configuration for your app.
Granular Performance Insights: Measure accuracy, precision, recall, and F1 score across all conversation types, including Dialogs, FAQs, Knowledge, and Conversation Intents.
Lifecycle Support: Enables batch testing for both in-development and published apps, supporting validation at any stage of the deployment lifecycle.

Learn more

Improved App Routing Discoverability¶

Automation app linking is now centralized for easier access under Flow & Channels > Manage Automation. This unified interface provides a quick view of Chat and Voice flows, displaying key routing details, including Flow Name, Automation Node, Routing Mode, and Channel. The integrated search bar enables easy filtering of results and efficient management of routing configurations.

LLM & Generative AI¶

Enhanced Response Rephrasing for All Message Types¶

The Response Rephrasing feature has been significantly expanded and enhanced to deliver more natural, consistent virtual assistant interactions across all response formats. This expansion now supports both structured content and traditional message types, while introducing new configuration options for granular tone control.

Key improvements

Enhanced Content Support: Processes Standard Responses, Events, FAQs, and JSON/JavaScript templates. It retains the core rephrasing capability with the new Default-V2 prompt framework.
Granular Control: Configure globally or at the component level (User, Error, Bot Prompts). Select specific response elements (messages, confirmations, entity values) for rephrasing with emotionally intelligent language.

Learn more

Agent Transfer¶

Genesys WebMessaging Integration for Agent Transfer¶

The platform now supports Genesys WebMessaging integration for agent transfer, in addition to the existing WebChat option. While existing users can still use WebChat with their current settings, WebMessaging will be the default for new integrations. As Genesys is retiring WebChat on June 10, 2025, transitioning to WebMessaging is highly recommended for ongoing support and access to the latest features. Learn more

Analytics¶

Node-level Control to Classify Conversations as Self-serve / Drop-off¶

To improve the accuracy of containment metrics in Analytics, users can now manage how conversations are categorized at the node level. A "Containment Type" option has been introduced within the Instance Properties of Entity, Confirmation, Message, and Agent Nodes. This new setting allows direct classification of conversations as ‘Self-Serve’ or ‘Drop-Off’ in Instance Properties, ensuring accurate exit tracking at optional stages and more reliable Analytics metrics.

This Setting overrides the dialog-level settings for containment type. The default option would be the dialog-level settings. Learn more

v11.13.1 May 17, 2025¶

Patch Release

This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.

Agent Transfer¶

Salesforce MIAW Integration for Agent Transfer¶

AI for Service now includes a new Salesforce agent transfer integration: Messaging for In-App and Web (MIAW). This is in addition to the current Salesforce Live Chat. While existing users can still use Live Chat with their current settings, MIAW will be the default for new integrations. MIAW offers a personalized, asynchronous, and persistent messaging experience. As Salesforce is retiring Live Chat on February 14, 2026, transitioning to MIAW is highly recommended for ongoing support and access to the newest features. Learn more

Security Vulnerability Fixes¶

As part of the recent upgrade, the XO Platform addresses potential security vulnerabilities that may affect Natural Language Processing (NLP) in apps you configure for the Dutch language.

In rare cases, the app may not correctly recognize certain user utterances, which can reduce response accuracy.

Recommended Action:

To maintain optimal performance and ensure the security integrity of your Dutch language apps, follow these steps:

Update training data: Expand training phrases to cover a wider range of user inputs.
Retrain the app: Use the updated data to retrain the app’s NLP models for improved intent recognition.
Republish the app: Republish the app to deploy the updated models to your production environment.

These steps help restore and maintain high recognition accuracy and consistent responsiveness in your Dutch language apps.

v11.13.0 May 03, 2025¶

Minor Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

LLM & Generative AI¶

Zero-Shot Intent Detection with LLM-Generated Confidence Scores¶

The enhanced Zero-shot intent detection feature uses the confidence scores provided by the AI models to identify the definitive and probable intents, making it easy to compare them with the intents identified by the other NLU engines.

Key enhancements

The system now utilizes confidence metrics from the language model for each identified intent, replacing previously hardcoded scores.
A configurable "Zero-shot Threshold" setting (default 0.7, range 0-1) has been introduced. Zero-shot intents must exceed this threshold to be considered valid.
Threshold-based filtering ensures that only high-confidence intents are sent to the Ranking & Resolver.
The default V2 prompt is enhanced with a Conversation History slider parameter.
LLM now receives intents, descriptions, conversation history, and the threshold score for processing.

Key benefits

Leverages the full potential of the platform's diverse intent recognition capabilities.
Deliver more relevant and contextually appropriate responses to end users.
Configurable confidence thresholds aligned with their specific use case needs.

Learn more

Pre-built and Custom Models Support for Rephrase User Query¶

The Rephrase User Query feature now supports both Pre-built and Custom Models, in addition to Kore.ai XO GPT. To use these models, users must create a custom prompt.

Users can optionally provide the Conversation_history key to specify the number of previous conversation messages to send to the LLM for improved contextual understanding. Learn more

Expanded PII Settings at the Agent Node Level¶

PII detection and protection are now available at the Agent Node level. Users can select whether to send redacted values to the language model for enhanced privacy control. The data is redacted based on the patterns defined in the global PII settings. Learn more

Conversation Testing¶

Support for Tags and Descriptions of Test Suite¶

Conversation Testing now supports including tags and descriptions in the JSON file for test cases, enabling faster creation and easier reuse of test cases to improve usability and accelerate test case management. Learn more

Agent Transfer¶

Failed ServiceNow Agent Transfer Notification¶

The platform now displays a default, non-editable message to users when a ServiceNow agent transfer fails due to agent unavailability, improving user clarity and reducing the need for repeated transfer attempts. Learn more

v11.12.1 April 19, 2025¶

Patch Release

This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.

DialogGPT¶

Amazon Bedrock Support for DialogGPT¶

DialogGPT now supports Amazon Bedrock models, providing large enterprises with a flexible and versatile solution for efficient conversation management. This enhancement allows users to experiment with and utilize various models through a single integration, using custom prompts to optimize their experience.

Learn more

v11.12.0 April 05, 2025¶

Minor Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

Agentic Experience¶

Seamless Integration with Agentic Apps for Multi-agent Orchestration¶

The fully autonomous Agentic Apps can now be easily integrated with the XO Platform. The integration simplifies the creation of highly contextual, self-service automation experiences using multi-agent orchestration powered by Agentic Apps.

Key features

Choice between "Orchestrated Autonomy" or "Full Autonomy" based automation capabilities.
Agentic Apps provide full support for any of the digital and voice channels enabled via the XO Platform.

Learn more

Simplified Integration to Support for Real-time Voice Interactions¶

The platform's new integration framework simplifies the enablement of real-time voice interactions using multi-modal language models, enabling low-latency, contextual, and real-time voice interaction experiences for your customers.

Key features

Two-way real-time voice streaming through Kore Voice Gateway to power the conversation automation using state-of-the-art AI models.
Dedicated orchestrator to define the voice experiences and controls.

Learn more

DialogGPT¶

Support for Dynamic Routing Capability Powered by DialogGPT¶

The Platform now supports Dynamic Routing capability powered by DialogGPT. This capability allows teams to independently develop and manage automation apps for their various functions and then link them to a common app. More importantly, it enables businesses to provide a single, unified interface to the end users instead of a separate interface for each function.

The orchestration is powered by DialogGPT, which provides context-aware, intelligent, and dynamic routing.

Key features

Link Multiple Apps via Automation Node: The Automation Node in Experience Flows has been enhanced to support linking multiple apps and using DialogGPT for intent identification.
Indexing Linked App Content: Dialog and FAQ chunks from linked apps are indexed in the parent app after linking. Search AI knowledge is supported only in the parent app by default.
Embedding-Based Matching: User input and content from linked apps (dialogs, FAQs, search documents) are converted into embeddings with metadata. The platform then retrieves the top-matching chunks based on semantic similarity.
LLM-Powered Intent Resolution: An LLM resolves the shortlisted chunks and determines the winning intent. It could be an Intent, Multiple Intents, Answers, FAQs, Conversation Intents, Ambiguous Intents, or Small Talk.
Automated Event Handling: Default platform-provided event handlers are triggered based on the fulfillment type, ensuring smooth user interactions and dialog execution.
Clarifying Questions for Ambiguous Intents: When ambiguous intents are detected, clarifying questions are triggered for disambiguation
Simplified Training: There is no need for training utterances or invocation phrases for bot qualification. However, providing complete dialog descriptions is required for more accurate intent identification.
Learn more

Introducing XO GPT - DialogGPT Model¶

XO GPT is a powerful DialogGPT model hosted by Kore.ai, exclusively fine-tuned for handling complex conversations. It enhances contextual understanding and response coherence, generating fluent and contextually relevant answers. This results in smoother conversational flow, increased user engagement, greater control over data, and faster response times. Learn more

Updates to Multi-Intent Orchestration¶

Users can now customize the predefined Multi-Intent fulfillment dialog for greater control and flexibility when the Conversation Orchestrator detects multiple intents in a user’s utterance. Learn more

Agent Node Enhancement¶

Enhanced Agent Node with V2 Prompt and Tool Calling¶

In this update, Agent Node introduces a new version to fully take advantage of the Tool Calling capability of advanced AI Models. The new version (v2) orchestrates the Agent Node using the Tool Calling construct to collect entities, instruct business rules, and perform user-defined custom actions.

Key enhancements

Tool-Based Orchestration:
- Exit Scenarios as Default Tools: Automate exit scenarios without setup using the Exit Orchestration Tool
- Custom Tools: Integrate tools for specific business needs
- Simplified Entity Handling: V2 removes explicit entity collection, reducing configuration complexity
- Expanded Tool Calling: Handles entity collection and exit scenarios via tool calling
V2 Prompts and Templates:
- Flexible Version Selection: Choose between V1 (Legacy) and V2 (Enhanced) prompts based on your requirements.
- Customizable Templates: For faster implementation, use pre-built JavaScript-based V2 prompt templates as custom prompts with both system and custom models.
- V2 Features:
  - Natural language responses without rigid JSON constraints, enabling more fluid conversations.
  - Mandatory output keys (Text Response Path and Tool Response Path) for consistent data handling.
  - Includes post-processor scripts to ensure smooth execution and maintainability.

Learn more

NLP¶

Suppressing "Intent Not Found" Event When Dialog Ends as "Fulfilled"¶

The platform incorrectly used to trigger "Intent Not Found" events after successfully completed dialogs, specifically when dialogs ended with Entity or Confirmation nodes, followed by Script or Service nodes. A new Advanced NLP Configuration key (Suppress_Fallback_On_TaskFulfilment) has been added that prevents unwanted events when the "End of Task" event is disabled and the Dialog has ended with a "fulfilled" status. This ensures smooth conversation flows for BotKit implementations, handles dialog completion, and prevents disruptions in multi-assistant routing scenarios. Learn more

Channels¶

WhatsApp Native Integration using Meta’s Cloud API¶

The XO Platform now offers native integration with WhatsApp Business via Meta's Cloud API. This integration eliminates the need for third-party Business Solution Providers (BSPs) and enables businesses to access WhatsApp features directly through their Kore.ai account. Learn more

Key features

Seamless management of templates, catalogs, conversational flows, and payments.
Simplified account linking and configuration through Meta's developer platform.
Enhanced operational efficiency and customer satisfaction.

API¶

Call ID Support in getSessions API¶

The getSessions API has been updated to accept callId as an optional query parameter. When provided with a valid callId, the API returns the corresponding session details, matching the functionality already available in the Conversation History API. Learn more

v11.11.1 March 15, 2025¶

Patch Release

This update include only bug fixes.

v11.11.0 March 04, 2025¶

Minor Release

This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.

Build Agentic Experiences¶

Agent Node Tool Calling Enhanced with Jump-to-Node Transition Capability¶

The Agent node now features a "Jump-to-Node" transition option, enabling the creation of sophisticated dialog workflows. This enhancement allows for dynamic branching based on tool execution results, significantly streamlining the design of complex conversation flows.

Key Updates:

Added "Jump-to-Node" transition option for tools within the Agent node.
Enables seamless navigation to specified target nodes following tool execution.
Maintains complete session-level conversation history across all transitions.
Supports transitions to both orphan nodes and sub-dialogs.
Ensures full backward compatibility with existing tool configurations.

Learn more

Agent Transfer¶

Service Now Agent Transfer Status¶

The XO platform now records the status of the agent transfer for ServiceNow in both Debug Logs and Analytics. This information helps to analyze whether the agent transfer is successful or not. Thus, it facilitates improved tracking and troubleshooting of transfer-related issues.

Learn more

v11.10.0 February 12, 2025¶

Minor Release

This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.

Analytics¶

Analytics for DialogGPT¶

DialogGPT's comprehensive analytics provide detailed tracking of user interactions, intent detection, and conversation outcomes, ensuring data-driven insights for continuous improvement. By leveraging analytics, the platform users can accurately evaluate DialogGPT's effectiveness and enhance conversational experiences. Learn more

Export/Import¶

Redesigned Export Interface for Improved User Experience¶

The Import / Export interface has been redesigned to mirror the Publish layout. A new top-level "Flows" section and reorganized "Automation Tasks" improve component organization. The update maintains backward compatibility and provides clearer section names and descriptions for an intuitive, cohesive experience. Learn more

General Availability of Key Features¶

We are announcing the general availability (GA) of the following important features to all our users:

v11.9.1 January 25, 2025¶

Patch Release

This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.

Agent Node¶

Pre and Post Processor Support at the Node Level for Custom Prompts¶

Agent Node now supports configuring pre and post-processor scripts at the node level for custom prompts, in addition to the existing prompt-level script support. This enables platform users to reuse the same custom prompt across multiple nodes while customizing the processing logic, input variables, and output keys for each specific use case.

Key changes

Pre and post-processor scripts can now be configured at both node and prompt levels for custom prompts.
A warning is shown to alert users about potential added latency when configuring scripts at both the node and prompt levels.
Scripts execution order in a defined flow: Node Pre-processor → Prompt Pre-processor → Prompt Execution → Prompt Post-processor → Node Post-processor.
Support for app functions in addition to content, context, and environment variables in the node level pre and post-processor scripts.

Learn more

v11.9.0 January 05, 2025¶

Minor Release

This update include enhancement and bug fixes. The key enhancements included in this release are summarized below.

Build Agentic Experiences¶

This release introduces new features that simplify building agentic experiences. Create more natural and personalized virtual assistant conversations while streamlining your development workflow.

Function or Tool Calling Support in Agent Node¶

Tool Calling enables Agent Node (previously GenAI Node) to interact with your business applications. You can define accessible tools, connect multiple actions, and incorporate external data into the conversation context. The recently launched DialogGPT manages conversation orchestration, while Agent Node with Tool Calling creates more natural interactions. Combine these features to deliver seamless agentic experiences for your customers and employees.

Key updates

Tool calling integration with business applications and external data.
Direct connection between tools and actions (scripts, service Search AI, Webhooks).
Prompts include tool definitions and context for decision-making.

Key benefits

More dynamic, responsive virtual assistants.
Integration of real-time data and complex query handling.
Flexibility with custom/system integrations and prompts.
Seamless orchestration between user input, functions, and responses.

Learn more

GenAI Node and Prompt Node Renaming¶

The GenAI Node has been renamed the Agent Node to reflect its agentic experiences and tool-calling capabilities, while the GenAI Prompt Node has been renamed the Prompt Node.

DialogGPT¶

DialogGPT App Lifecycle Management¶

DialogGPT has been integrated into the app lifecycle to centralize configuration management, ensuring consistency and scalability.

Key updates

Integrated with Generative AI & LLM Settings for centralized management.
DialogGPT events added to Integrations & API Extensions.
Full and partial app export/import support.
Version control and comparison features.

Learn more

OpenAI GPT-4o mini Support for DialogGPT¶

The Platform now supports OpenAI GPT-4o mini models in DialogGPT for efficient conversation management. These models are compact and optimized variants of the GPT-4 family, designed to deliver high efficiency in resource-constrained environments while maintaining advanced capabilities.

Learn more

Dialog Builder¶

Enhanced Sticky Notes for Intuitive Note-Taking Experience¶

The redesigned notes feature works like familiar sticky notes, making it easier and more intuitive to capture and organize your thoughts.

Key updates

Streamlined editing with autosave functionality.
Resizable notes for better organization.
Customizable background colors.
Default yellow styling with instant edit mode.

Learn more

Upgraded Bookmarks for Better Visual Organization¶

The enhanced bookmarks feature improves organization and collaboration capabilities.

Key updates

Customizable background colors.
Improved loading experience with visual feedback.

Learn more

v11.8.1 December 19, 2024¶

Patch Release

This update includes bug fixes.

v11.8.0 December 11, 2024¶

Minor Release

This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.

DialogGPT, an Agentic Orchestration for Intelligent Conversations¶

DialogGPT is an intelligent, agentic orchestration engine that powers natural conversations at scale, providing autonomous orchestration across multiple topics through Dialog Tasks. This innovative solution perfectly balances defined business rules and the conversational fluidity your customers expect from virtual assistants. Using a powerful combination of embeddings and generative models, it contextually understands user input and identifies optimal paths for request fulfillment. Setup is quick and effortless, as DialogGPT eliminates the need for training data by intelligently utilizing task names and descriptions for recognition. The DialogGPT is supported for English conversations only.

Key Capabilities

Conversation Orchestration: DialogGPT intelligently manages conversations, understands user intent, handles requests, seeks clarification when needed, and automatically deals with common conversational flows like pausing, repeating information, or restarting.
Smart Understanding: By considering the full context - current conversation, prior interactions, and user details - the system better understands user needs, reducing errors. It simplifies intent training and management by consolidating all intent types within a unified vector index.
Intelligent Dialog Navigation: DialogGPT can start by understanding a request and then asking targeted follow-up questions to determine the user's needs, guiding the conversation intelligently.
Flexible Responses: The system generates natural, contextual responses dynamically based on conversation history, user information, and business rules, ensuring appropriate answers for each situation.
Cross-Assistant Communication: DialogGPT seamlessly routes conversations to the correct assistant based on the user's stated needs for organizations with multiple virtual assistants.
Model Flexibility: Organizations can use their preferred AI models, whether commercial, custom, or Kore.ai's fine-tuned specialized models, for enhanced performance. They also have full control over the prompts' design to interact with AI models.
Performance Monitoring: Comprehensive testing tools and analytics are provided to track the system's performance in understanding users, successfully handling requests, and identifying areas for improvement.

Key Benefits

Improved Customer Experience: Customers enjoy more natural conversations with virtual assistants who understand the context and can simultaneously handle multiple requests.
Greater Accuracy: The system better understands what customers request, even when requests are complex or industry-specific. Combining broad understanding with detailed knowledge of your business can extract the right information and make smarter decisions about how to help.
Lower Costs: It reduces manual effort in building and maintaining virtual agents; it automatically resolves more requests, minimizing transfers to human representatives and lowering operational expenses.

DialogGPT Rollout Plan

The implementation of DialogGPT is planned in three phases:

Phase 1 (included in this release): Focuses on core capabilities like the main DialogGPT flow, RAG pipeline, conversation orchestrator, and handling of common conversation intents.
Phase 2 (future release): Introduces advanced features such as Universal Bot support, granular intent identification, custom entity extraction, and new XO GPT models.
Phase 3 (future release): Includes extended capabilities like multilingual support and implementation of guardrails.

Learn more

Dialog Builder¶

Property Panel Enhancements for List of Items Configuration¶

The property panel has been updated with a redesigned interface for configuring "List of Items" properties, including both enumerated and lookup types.

Key Improvements

Intuitive Layout: The new design organizes properties logically, making it easier to locate and modify settings. The streamlined interface reduces clutter and enhances usability.
Enhanced Sliders: The configuring "List of Items" sliders have been revamped to provide a more user-friendly experience. Users can now adjust settings more efficiently within the improved interface.

Learn more

Rich Text Formatting for Prompts¶

A new rich text editor has been added to all prompt areas in the platform, including User Prompts, Bot Responses, and Error Prompts. The editor allows platform users to easily format text using a convenient markup toolbar, enhancing readability and improving the user experience for content creators and end users. Double-click or select any text in the detailed prompt editor to invoke the toolbar.

Key Capabilities

Text Styling: Bold and italic formatting options
Headings: Six levels of headings (H1 to H6) for clear content structure
Lists: Numbered and bulleted lists with referencing controls
Media: Insertion of links and images (with URL and alt text)

Formatted text is rendered properly across all supported channels, and the feature maintains backward compatibility with existing prompts.

Learn more

Knowledge AI¶

Get FAQs API Enhancement¶

The Get FAQs API has been enhanced to support two sets of parameters, providing more flexible retrieval options while ensuring backward compatibility:

Existing Parameters (backward compatible): ktId and parentId (node ID)
New Parameters (alternative option): botId, language, mode (configured/published), and nodeName.

Learn more

v11.7.1 November 18, 2024¶

Patch Release

This update includes bug fixes.

v11.7.0 November 03, 2024¶

Minor Release

This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.

Conversation Testing¶

Support for Preprocessor Script¶

The new Preprocessor Script for Conversation Testing lets platform users control preconditions during conversation testing. Users can run custom scripts before the recording, validation, and execution phases.

Key features:

Script Editor: Create, edit, and manage preprocessor scripts with built-in syntax highlighting and error checking.
Testing Controls: Execute scripts before initiating test recording and validation, with the ability to modify and re-validate on the fly.
Data Management: Control session context by modifying data, simulating external systems, and tracking changes through secure execution.
Learn more

Dialog Builder¶

Auto Save Option in JavaScript Editor¶

The JavaScript editor in Dialog Builder now allows users to enable auto save to automatically save changes while writing the code. Users can enable auto-save with a single click, and the changes will automatically be saved after one second of inactivity. They can view the last saved timestamp and use this feature across all Dialog Builder script editors. Learn more

v11.6.1 October 21, 2024¶

Patch Release

This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.

Knowledge AI¶

FAQ Conditional Responses¶

The FAQ feature has been enhanced to provide more contextually relevant answers. Platform users can now define conditions for each FAQ response, allowing for dynamic answer selection based on specific criteria.

Key updates:

Context-based answer selection: Define rules to determine which response is delivered based on the query's context.
Integration with existing methods: The new rule-based system works seamlessly with the current channel-based and random selection methods.

Key benefits:

Improved accuracy and relevance of FAQ responses.
Enhanced personalization of user interactions.
Greater flexibility in managing complex FAQ scenarios.
Better user experience through context-aware answers.

Backward compatibility:

The enhancement is fully compatible with existing FAQs and answers to ensure a smooth user transition.

Learn more

v11.6.0 September 28, 2024¶

Minor Release

This update includes enhancements and bug fixes.

Dialog Builder¶

PII Redaction in API Responses (Service Node)¶

The platform now supports the redaction of sensitive/PII information in responses from external services. Users can select specific parts of API responses for PII scanning and apply suitable redaction patterns.

Key updates:

A new "PII Redaction for API responses" setting in Service Node Component Properties.
Customizable redaction for specific keys in API responses.
Multiple redaction methods, including original value, de-identification, random value, static text, or masking.
Supports various API response structures, including key-value pairs, arrays, and nested objects.
Enhanced logging with options for original or redacted data display.

Key benefits:

Improved compliance with data privacy regulations
Reduced risk of accidental sensitive data exposure
Flexible configuration to balance usability and privacy.

Learn more

v11.5.1 September 14, 2024¶

Patch Release

This update include minor enhancement and bug fixes. The key enhancement included in this release is summarized below.

Dialog Builder¶

Error Handling for Service Nodes¶

Service Node’s error handling capability is enhanced to provide greater control over non-timeout error scenarios. It allows platform users to customize dialog execution when API calls fail for reasons other than timeouts.

Key updates:

A new option to continue dialog execution after a service call failure.
Ability to transition to a specific node upon encountering an error.
Detailed error information is available in the service node response object.

Learn more

v11.5.0 September 01, 2024¶

Patch Release

This update includes enhancements and bug fixes. Key enhancements included in this release are summarized below.

Dialog Builder¶

Introducing Search AI Node¶

The platform has introduced a new Search AI node in the dialog builder. The node empowers platform users to integrate advanced search capabilities directly into dialog flows, improving the accuracy and relevance of AI responses in complex, multi-topic environments.

Key features:

Customizable Search Configuration:
- Query selection: Last user input or custom.
- Search Filters: Define meta filters to scope searches.
Flexible Results Configuration:
- Return Qualified Chunks: Access chunks via context variable.
- Generate Answer: Present standard response or store in context object.
Enhanced Control:
- Custom tags: Allow categorization and organization of search queries.
- Timeout configuration: Set limits on search duration to prevent delays.
- Error handling options: Define how the bot responds to search failures or timeouts.

Key benefits:

Targeted searches: Allows scoping searches to specific topics or contexts.
Improved accuracy: Reduces irrelevant responses and intent confusion.
Customization: Enables defining meta filters and search rules.
Seamless integration: Incorporates advanced search directly into conversation flows.

Learn more

Real-time Collaboration in Dialog Builder¶

This update transforms the Dialog Builder into a collaborative workspace, allowing multiple users to view, discuss, and seamlessly transition between editing roles.

Key updates:

Instant Cursor Chat: To initiate a cursor chat, use "Cmd+/" on Mac or "Ctrl+/" on Windows, or right-click on the dialog builder and select "Cursor Chat."
Dialog Access Claim:
- A new notification system is in place for users when the current editor exits the dialog. This allows other users to claim edit access seamlessly.
- The first user to click on the edit access notification will immediately be granted editing rights, enabling them to continue working on the dialog in edit mode.
Collaborative viewing: The first user to open the app is automatically granted editing rights, while subsequent users join as viewers. This ensures clear control over who can make changes, reducing the potential for conflicts or errors.

Learn more

Redesigned Property Panel for Dialog Builder Nodes¶

The redesigned property panel for Dialog Builder nodes was introduced in the previous release. It provides a fluid experience with better organization of the elements, easier discoverability of the options, and a new theme. The remaining second-level UI elements have also been updated to match the new theme.

Dialogs¶

Manage Components Search Enhancement¶

The improved search functionality in the Manage Components page allows platform users to find components more easily, regardless of whether they remember a component's technical name or display name.

Key updates:

A new "Display Name" field is added for all nodes.
Search now supports both Name and Display Name for all nodes.
Dynamic filtering as user types.
Case-insensitive search.
Matches from the beginning of field names.
Real-time results update.

Learn more

Digital Forms¶

Field Validations using Post Processor Script¶

The platform now supports custom field validations in Digital Forms using a post-processor script. It allows platform users to create complex, custom validation rules using JavaScript, improving data collection accuracy and user experience.

Key updates:

Custom Validation:
- JavaScript-based post-processor script.
- Supports dynamic variables, multi-field validations, and regex.
Design Time:
- An expandable text box for script input.
- Retry limit (20) with an error message on exceeding.
Run Time:
- Script processed on form submission.
- Error handling with task failure events and debug logs.
Validation Types:
- Field-level: Highlights field with the error message below
- Form-level: Displays error message above submit button

Backward Compatibility:

Existing forms treat the post-processor as an empty script.

Learn more

v11.4.1 August 11, 2024¶

Patch Release

This update includes bug fixes and minor enhancements.

Entity Node¶

Transient Entity Feature for Enhanced Data Privacy¶

The platform has introduced a "Transient Entity" feature for the Entity node. It allows platform users to ensure that sensitive user inputs do not persist after a conversation session ends.

Key updates:

The new “Transient Entity” toggle in Entity Node > Component Settings. It’s visible when Sensitive Entity is enabled.
It’s a component-level property, ensuring consistent application across all instances and flows using the Entity node.
Applies to all channels, including IVR.
Masks data during conversation based on existing Sensitive Entity settings.
Removes specified data from conversation history once the session ends.
Displays a placeholder "[data_purged]" in conversation history where data has been removed.

Key benefits:

Enhanced Data Privacy: Sensitive information does not persist after conversations end.
Audit-Friendly: Improves audit trails with a clear indication of purged data.

Known Issues

We are working to fix these issues in the next release:

Task Execution Logs (script execution): Entity values in the Context Object are redacted and not purged.
In Analytics > Conversation History: When a Transient Entity is printed in the message/confirmation node, the data is redacted but not purged.
Service Node: The usage of the transient entity in the service node request is in plain text in the response.
Debug Logs (Analytics): When a transient entity is printed as part of debugger statements, the data is in redacted form in the Debug Logs (Analytics) and is not purged.

Learn more

Dialog Builder¶

Real-time Collaboration in Dialog Builder¶

The platform now enables real-time collaboration in the dialog builder. It allows team members to work together seamlessly, enhancing efficiency and productivity in dialog development.

Key updates:

Live presence awareness: See who's currently working on the canvas. Cursor displays and avatar icons show active team members. Each member gets a unique color for easy identification.
Color-coded cursor: This helps team members easily identify their actions. They can see each other's cursor locations in real-time.
Instant cursor chat: It enables instant communication through comments tied to cursor positions, allowing users to communicate ideas and feedback in real time.
Simultaneous editing and viewing: It allows team members to work together seamlessly.

Key benefits:

Improved team efficiency.
Decreased risk of conflicting changes.
Faster decision-making and problem-solving.
Immediate feedback and idea sharing.
Streamlined dialog development process.

Learn more

Redesigned Property Panel for Dialog Builder Nodes¶

The redesigned property panel for Dialog Builder nodes provides a fluid experience with better organization of the elements, easier discoverability of the options, and a new theme.

Key updates:

Clean, intuitive layout: Logical organization of properties and minimized clutter for easier navigation.
Compact and responsive design: Streamlined interface for quicker access to properties. Adapts to various screen sizes and orientations.
Consistent updating: Applied to all nodes for uniform experience.

Key benefits:

Improved property accessibility.
Enhanced user efficiency in modifying element properties.
Easier navigation and reduced cognitive load for users.
Consistent experience across different devices.

Digital Forms¶

Field Validations using Regex¶

The platform now supports Regex-based field validations in Digital Forms, enhancing data collection capabilities.

Key updates:

Regex Option: Added alongside the existing predefined conditions in Field Validation.
Flexible Validation: Fields are validated based on the provided regex patterns.
Error Handling: Displays a custom error for a regex pattern mismatch.

Key benefits:

Provides greater control over input formats.
Enables precise data validation for complex scenarios.

Learn more

Agent Transfer¶

Enhanced Agent Chat History Link¶

The platform has improved the functionality of chat history links provided to agents during conversation transfers. The access limit for these links has been increased from 5 to 10 times, allowing supervisors to better audit them. Additionally, the links now display the specific conversation that prompted the transfer, providing more relevant context to agents.

Backward compatibility:

The existing agent transfer chat history links remain unchanged. These changes apply only to the links generated after this release.

Learn more

v11.4 July 27, 2024¶

Patch Release

This update includes feature enhancements and bug fixes. Key features and enhancements included in this release are summarized below.

Virtual Assistant¶

Timeout Settings Moved to Instance Properties for Service Node¶

The timeout settings for the Service Node have been moved from Component Properties to Instance Properties.

Key benefits:

Increased flexibility: Customize timeout settings for each dialog individually without affecting other tasks using the same Service Node.
Improved error handling: The "Jump to Specific Node" option now works more reliably within the current dialog.

Backward compatibility:

Existing service nodes retain their current timeout behavior while the timeout settings are moved to the Instance Properties.

Learn more

Enhanced Debug Logs¶

The platform now groups debug logs by user utterance and bot response in a chat-like structure to improve clarity and efficiency in tracing conversation flow for platform users.

Key updates:

Chat-like interface for intuitive log viewing.
Detailed logs displayed on group expansion.
Truncated display for lengthy responses with the "Show more" option.

Key benefits:

Improved readability: Easily follow the conversation flow.
Enhanced context: Quickly understand the sequence of events in a conversation.
Efficient navigation: Collapsible groups and smooth scrolling for a better overview.
Flexible viewing: Filter option for targeted log analysis.
Optimized performance: Lazy loading for efficient log rendering.

Rephrased User Query Details in the Context Object¶

The platform now includes the Rephrased User Query in the context object, making it available for downstream tasks. This enhancement improves intent detection, entity extraction, and search accuracy by providing enriched user input by incorporating contextual signals. Platform users can now leverage rephrased queries for dialog execution and API calls to Search AI.

Key updates:

New “UserQuery” context object:

context.UserQuery : {

    originalUserQuery : <original user input>,
    rephrasedUserQuery : <rephrase user query>
    }

New “Conversation History” setting: Indicates the conversation history length - the number of previous messages sent as context to LLM: Generative AI > Dynamic Conversation > Rephrase User Query > Advanced Settings > Conversation History Length.

Learn more

v11.3.1 July 13, 2024¶

Patch Release

This update includes bug fixes.

v11.3.0 June 29, 2024¶

Patch Release

Key features and enhancements included in this release are summarized below.

Virtual Assistant¶

Dynamic Values for Timeout Duration in Voice Call Properties¶

This update enables dynamic timeout settings for voice calls via environment variables. Users can now manage timeouts across multiple components without manual adjustments. This approach enhances consistency, reduces errors, and simplifies voice call property management.

The users now have two options for setting timeout durations:

Preset: Select a maximum wait time between 1 and 60 seconds to receive input.
Environment Variable: Select any environment variable from a drop-down list or use a search bar to find a specific variable. Learn more

NLU¶

Ability to Import ML Utterances from One Language to Another (without Translation)¶

The platform now supports copying utterances between languages within the same app. This feature simplifies importing and synchronizing utterance data across multiple languages. Learn more

The ability to automatically translate the copied utterances in the target language will be available soon.

Improvements to Zip Code Entities¶

The Zip Code entity has been enhanced to identify wild cards like “ “ and “-”. For example, “1 2 3 45” is identified as “12345”. Learn more

Digital Forms¶

Option to Clear Default Date During Design Time¶

Date fields on digital forms now have a clear ('x') icon, which allows users to easily remove the default date value.

Agent Transfer¶

Users can now send files to agents during conversations. This improves communication and helps solve issues faster. This feature is currently available only for ServiceNow agent integration. Learn more.

Capability to Handle Agent Fallback Errors¶

The platform has introduced a new "Agent Transfer fallback response" to improve user experience during agent transfers. Instead of leaving the conversation idle, the platform can now inform users with an appropriate response that can be configured in the app definition. This feature allows for clearer communication and better handling of technical issues during agent transfers. Learn more.

v11.2.1 June 15, 2024¶

Patch Release

This update includes bug fixes.

v11.2 June 01, 2024¶

Patch Release

Key features and enhancements included in this release are summarized below.

Digital Forms¶

Preprocessor Script Support for Digital Forms¶

The Digital Forms module now provides the ability to dynamically configure the form definition and behavior. The newly introduced Preprocessor configuration allows updating the form definition dynamically using JavaScript. The platform executes this preprocessor during the runtime and delivers the form definition to the channel. The preprocessor can use the environment, content, and context variables.

The following are some of the key use cases:

Dynamically changing the form field titles, descriptions, etc.
Dynamically populating the values of fields, for e.g., options in a drop-down component
Changing the language of the messages to support multilingual conversations

The koreUtil library has been extended with the "getFormDefinition" function to retrieve and modify the form definition.

This feature also helps address the current limitation of system messages available only in English. The "formMsgMeta" section of the form data contains the full list of system messages and errors, which can be modified using the Preprocessor. Learn more

SDK Configuration¶

Customize Virtual Assistant’s Theme & Design¶

The platform now supports customizing the Virtual Assistant's look and feel with the new Theme and Design feature. This includes changes to welcome text, buttons, colors, chat windows, and sound themes to match their needs. A real-time preview pane shows changes instantly and makes it easy to make any adjustments before deploying the updated design. Learn more

Enhanced Panels & Widgets¶

The platform now supports the Panels and Widgets feature according to the selected Theme and Design of the Web SDK. Learn more

v11.1.1 May 11, 2024¶

Patch Release

This update includes bug fixes.

v11.1.0 April 27, 2024¶

Minor Release

Key features and enhancements included in this release are summarized below.

Dialog Builder¶

Enhancement to the Comments Functionality¶

The Comments feature now includes comment and thread actions, user mentions and notifications, timestamps, and filtering options. These enhancements make Comments a powerful tool for collaboration. Learn more

Digital Forms¶

Enable the "Off-the-Record Information" Flag for Digital Forms: On a digital form, when the field’s “Off the record” flag is enabled, the field data is cleared at the end of the user session and not stored in databases or logs. Learn more
Digital Forms Date Picker Supports Japanese: The digital form’s Date Picker now supports the Japanese language if the bot language is Japanese.

Export/Import¶

Enable App Import Functionality using Zip File Upload¶

Platform users can now import apps by uploading a ZIP file containing the app's data. This eliminates the need to extract and manually import JSON files. The ZIP file import works for both new and existing apps. Learn more

The corresponding APIs have also been updated to support this change: Import New VA and Import Existing VA.

Send Feedback

Automation AI Updates¶

v11.14.1 June 14, 2025¶

Agent Transfer¶

Genesys Agent Integration Supports Attachment Sharing¶

v11.14.0 May 31, 2025¶

DialogGPT¶

Evaluation of DialogGPT¶

Improved App Routing Discoverability¶

LLM & Generative AI¶

Enhanced Response Rephrasing for All Message Types¶

Agent Transfer¶

Genesys WebMessaging Integration for Agent Transfer¶

Analytics¶

Node-level Control to Classify Conversations as Self-serve / Drop-off¶

v11.13.1 May 17, 2025¶

Agent Transfer¶

Salesforce MIAW Integration for Agent Transfer¶

Security Vulnerability Fixes¶

v11.13.0 May 03, 2025¶

LLM & Generative AI¶

Zero-Shot Intent Detection with LLM-Generated Confidence Scores¶

Pre-built and Custom Models Support for Rephrase User Query¶

Expanded PII Settings at the Agent Node Level¶

Conversation Testing¶

Support for Tags and Descriptions of Test Suite¶

Agent Transfer¶

Failed ServiceNow Agent Transfer Notification¶

v11.12.1 April 19, 2025¶

DialogGPT¶

Amazon Bedrock Support for DialogGPT¶

v11.12.0 April 05, 2025¶

Agentic Experience¶

Seamless Integration with Agentic Apps for Multi-agent Orchestration¶

Simplified Integration to Support for Real-time Voice Interactions¶

DialogGPT¶

Support for Dynamic Routing Capability Powered by DialogGPT¶

Introducing XO GPT - DialogGPT Model¶

Updates to Multi-Intent Orchestration¶

Agent Node Enhancement¶

Enhanced Agent Node with V2 Prompt and Tool Calling¶

NLP¶

Suppressing "Intent Not Found" Event When Dialog Ends as "Fulfilled"¶

Channels¶

WhatsApp Native Integration using Meta’s Cloud API¶

API¶

Call ID Support in getSessions API¶

v11.11.1 March 15, 2025¶

v11.11.0 March 04, 2025¶

Build Agentic Experiences¶

Agent Node Tool Calling Enhanced with Jump-to-Node Transition Capability¶

Agent Transfer¶

Service Now Agent Transfer Status¶

v11.10.0 February 12, 2025¶

Analytics¶

Analytics for DialogGPT¶

Export/Import¶

Redesigned Export Interface for Improved User Experience¶

General Availability of Key Features¶

v11.9.1 January 25, 2025¶

Agent Node¶

Pre and Post Processor Support at the Node Level for Custom Prompts¶

v11.9.0 January 05, 2025¶

Build Agentic Experiences¶

Function or Tool Calling Support in Agent Node¶

GenAI Node and Prompt Node Renaming¶

DialogGPT¶

DialogGPT App Lifecycle Management¶

OpenAI GPT-4o mini Support for DialogGPT¶

Dialog Builder¶

Enhanced Sticky Notes for Intuitive Note-Taking Experience¶

Upgraded Bookmarks for Better Visual Organization¶

v11.8.1 December 19, 2024¶

v11.8.0 December 11, 2024¶

DialogGPT, an Agentic Orchestration for Intelligent Conversations¶

Dialog Builder¶

Property Panel Enhancements for List of Items Configuration¶

Rich Text Formatting for Prompts¶

Knowledge AI¶

Get FAQs API Enhancement¶

v11.7.1 November 18, 2024¶