GenAI
11-07-2024 | GenAI
Feature | Customizable AI behaviour for unanswered questions
Great update! You can now specify the AI's behavior when it encounters a question it can't answer, similar to how you set the Tone of Voice. This replaces the standard, repetitive response with a customized one. This option is available to you in the Behaviour page.
Improvement | Test center redesigning
We've revamped the Test Center to enhance user experience and give it a fresh look. You'll notice GenAI messages are now in purple, and you can view and navigate to the original sources from which information was extracted.
Bug fix | Authentication issue resolved
We've implemented a minor fix for situations where a user is authenticated but hasn't selected an account.
11-06-2024 | GenAI
Improvement | Output Formatting
We are excited to announce several enhancements to our GenAI engine, aimed at improving its functionality and user experience. The updates include:
- Improved Hyperlink Formatting: Hyperlinks are now formatted using markdown code, making them clickable for easier access and navigation.
- Enhanced Tone of Voice Recognition: The engine now better recognizes and adapts to various tones of voice. For instance, if a response is requested with emojis, the output will appropriately include emojis.
- Optimized Email Formatting: Responses generated for the email channel will now have improved formatting, ensuring a more polished and professional appearance.
- Better Adherence to Language: The engine now more accurately follows the language defined in the profile.
We are confident that these improvements will enhance your interaction with our GenAI engine, making it more intuitive and effective.
28-05-2024 | GenAI
Feature release | Enhanced Rewrite Mechanism
We made a new feature release for our GenAI engine, namely an improved rewrite mechanism. This new system allows us to retrieve more relevant context from our knowledge database by utilizing the conversation history more effectively. This is relevant for all questions where previous interactions occurred; the mechanism updates the incoming question with relevant information from the conversation history so far.
Example of the Enhanced Rewrite Mechanism in action:
Conversation History:
Question: "Do you sell pens?"
Answer: "Yes, we sell pens!"
Follow-up Question:
"Do you sell blue ones?"
In this example, the follow-up question refers to the entity "pens" mentioned earlier. Our improved rewrite mechanism now rewrites the original question to: "Do you sell blue pens?". This rewrite allows us to retrieve more relevant information from the knowledge, ensuring the follow-up question is accurately understood in context, rather than potentially referring to something else. This improvement enables our GenAI engine to deliver more accurate and relevant responses compared to the previous rewriting mechanism.
23-05-2024 | GenAI
Feature release | Quality Assurance Dashboard
Are you curious about how your chatbot is performing across different products or profiles? Wonder no more! We're releasing the Quality Assurance Dashboard, which gives you an insight into the performance of GenAI (Basic). For each configured profile, you'll get detailed metrics on conversation stats and recognition rates. You can also switch between different time periods to see how these metrics have changed.
We added extra steps to the Guided Tour to enhance the overall experience for new users.
Improvement | UI Consistency
We improved the UI for better consistency and readability.
Bug fix | Test Centre Misleading Source Type
We fixed a bug where the source type in the Diagnostic section of the Test Centre was always displayed as "Other".
08-05-2024 | GenAI
Bug fix | Knowledge Preview
The preview of uploaded knowledge didn't show any enters. This has been updated now such that the formatting of the text follows the formatting of the website/file more closely.
07-05-2024 | GenAI
Bug fix | Web Scraper
The web scraper was not able to scrape web pages with unexpected elements in the headings. This has been fixed now.
25-04-2024 | GenAI
Feature release | Interactive Guided Tour
They say a picture is worth a thousand words, but what about an interactive guided tour? We are introducing the first interactive guided tour, which will allow you to get started faster with GenAI (Basic). In less than five minutes, the tour walks you through the most important features: Profile selection, Knowledge base, Behaviour settings, and finally, the Chatbot Test Centre. You can start the tour at any moment in time using the 'Take the tour' button in the left corner of the screen.
18-04-2024 | GenAI
Feature release | Search Engine
We have improved our search engine resulting in better search performance, so every incoming question should retrieve the most relevant knowledge articles.
16-04-2024 | GenAI
Feature release | Additional Configuration Options
We've introduced three new fields within the GenAI application across two screens:
- Behaviour:
- Company name: the name of the organisation that the AI will represent.
- Profile Settings:
- API key: required for onboarding GenAI profiles with products like Conversational AI Cloud.
- Product token: required for onboarding channel based integrations with CM.com's Conversational Router.
15-04-2024 | GenAI
Feature release | Behaviour
Introducing a new screen to allow for the configuration of the AI's behaviour under different circumstances, including:
- Tone of voice (moved over from profile settings).
- Base language selection
- Welcome message
- No answer message
- Handover behaviour (enable/disable, questions asked)
11-04-2024 | GenAI
Improvement | Chunking strategy
Various revisions have been done to improve the chunking results from the uploaded knowledge (both for scraped websites and uploaded files):
- It is now possible to read in tables in PDFs
- Chunk splitting happens in more logical places.
- Furthermore, unreadable chunks are dropped from the database, and chunks that are too similar to already-existing chunks are not saved as knowledge
As a result, the database will contain more concise and distinctive chunks, leading to retrieval of more relevant knowledge and thus more relevant answers by the GenAI Engine.
10-04-2024 | GenAI
Feature release | Conversation clustering tracking
Previously every time a synchronisation was performed on conversation history, all already-existing clusters were deleted and overwritten by new clusters. This has been adjusted such that previously-existing clusters remain available, and are automatically mapped to newly-created clusters (if they are similar enough).
Bug Fix | Conversation history storer
The prompts that are used to transform conversation history into summarized question-answer pairs was accidentally hardcoded to the Dutch language instead of the original language, causing non-Dutch conversations to be dropped from the database. This bug is now fixed.
21-03-2024 | GenAI
Released the GenAI application for the CM.com platform. The GenAI app is the core application for customers to manage their AI within the CM.com platform. It provides the following high-level features for customers:
- Self-service profile management:
- A profile is an isolated AI that can be fed distinctive data, and will learn within its own domain separate from other profiles in any customers environment.
- There is no limitation to the amount of profiles a customer can create.
- Knowledge sources, with the initial release we support:
- File uploads (JSON and PDF).
- Web data through our web scraper. Single URLs, or wildcard URLS (urls ending in /*) that crawl multiple pages at once.
- Conversation history, a mechanism that automatically generates new content based on conversations between live agents and end-users.
- Audiences:
- A way for customers to indicate the intended audience of a specific data source, e.g. a customer might only want a particular file to be used for answer suggestion for agents, but not for the conversational AI.
- Synchronisations:
- A synchronisation is a process that fetches the latest data from all connected sources, e.g. configured URL's for the web crawler, and recently uploaded/updated files.
- A fully transparant process that shows what data it extracted from what sources.
- Synchronisation can be configured to run on an automated schedule, e.g. every day or every Sunday.
- An optional web crawler blacklists that tells the system to avoid specific URL's when crawling configured web pages.
- The ability to synchronise individual sources to allow for rapid iterations/testing.
- Test center and diagnostics:
- The ability to talk directly to the AI to test and validate the AI.
- Full diagnostics of AI behaviour, including the reasoning of the AI when formulating a response, and the sources used to formulate that particular response.
Channel integrations:
- WhatsApp Business
- Apple Messages for Business
- Viber for Business
- Facebook Messenger
- Instagram Messaging
- Telegram
- Google's Business Messages
- RCS Business Messaging
- Microsoft Teams
- Slack
All CCaaS integrations made available through marketplace, to name a few:
- Salesforce Service Cloud
- Dynamics Omnichannel
- Quandago
