23-10-2024 | CONVERSATIONAL AI CLOUD

Improvements | Test center (CMS)

• Diagnostics Button: This can be found in the upper right corner. When clicked, the Diagnostics screen will be displayed and remain visible throughout the entire testing process.
• Menu Options: The three-dot menu will be implemented next to the 'Diagnostics' button. This menu offers options to navigate back in dialogs, exit Transactional Dialogs, or reset conversations.

The recognition mechanism responsible for answering a test question is displayed in green, including relevant details on which the recognition is based. In addition to visual adjustments, some new terms are also visible:

Exceptions: These are events triggered in Conversational AI Cloud before a (test) question is fully processed. For example, if a customer query contains more than 150 characters, a 'character limit' event can be triggered, indicating that the customer query exceeds the character limit.

Escalations: These events are triggered in Conversational AI Cloud based on previous occurrences in the (test) conversation. For example, if there is 0% recognition of the (test) question, a '1_x_no_answer' event can be triggered, indicating that the customer query was not recognized.

The above events can be requested via Support.

As shown in the image above, compared to the current Diagnostics screen, some components have been relocated or renamed.
NLU-Flow Overview: 'Knowledge', 'Intents', and 'Entities' are now integrated into the NLU-flow overview in the upper-left corner. NLU stands for 'Natural Language Understanding'. The NLU-flow is the process in which the customer's query is analyzed, assessed, and answered.
Name changes:

• 'Intents' is now called '1. Intent Recognition'
• 'Entities' is now called '2. Rule-based Recognition'
• 'Knowledge' is now called '3. Generative AI'
• 'Response' has been renamed to '<> API Response'

25-09-2024 | CONVERSATIONAL AI CLOUD

Improvements | CMS

Based on customer feedback we have made improvements to the CMS of Conversational AI Cloud

• Menu structure adjusted/improved to a more logical order.
• Articles screen improved. Instead of clicking on 'search' to get an overview you now immediately get to see an overview of your articles and in order to add an article you have to click on the '+' icon.
• Improved way to add metadata/context to an output within articles. No more expanding menu from the side to add the values.

24-09-2024 | Web conversations

Feature | Shared history floating/inline

What's new?

• You are now able to share the chat history between the floating & inline Web conversations widget. Want to know more on how to activate and implement this feature? See: https://developers.cm.com/conversational-ai-cloud/docs/feature-explained-shared-history

15-08-2024 | Conversational AI CLOUD

Feature | Context for knowledge resources

What's new?

• You are now able to add context to your knowledge resources. Adding context to your knowledge resources gives you the ability to use resources for contextual answers.

01-08-2024 | Conversational AI CLOUD

Improvement | Login management Admin portal

What's new?

• One overview at 'Users' in the Admin portal showing which project(s) an user has access to.
• Last login date of an user.
• Download a list of CMS users including extra insights (.CSV file).

23-07-2024 | Web Conversations

Improvement | Filter options in the Web Conversations builder.

23-07-2024 | Conversational AI CLOUD

Improvement | Bug fixing

With this release we've fixed bugs related to the intents training feature and dialogs.

08-07-2024 | Conversational AI CLOUD

Improvement | Dialog improvements

What's new?

• Each dialog node can now be individually positioned by holding down the SHIFT-key on your keyboard, clicking and holding a node, and then moving it to the desired position on your dialog canvas. You can reset all nodes to their original positions by clicking the reset button in the toolbar. To reset individual nodes, click the three dots at the top of the node and select "Auto Position."
• New conditions to the logic step node and the possibility to set all conditions 'Case Insensitive':
• Starts/begin with
• Ends with
• Contains

29-05-2024 | Web Conversations

Improvement | UX improvements Web Conversations builder

Based on customer feedback we've improved the UX of the Web Conversations builder. In order to export, duplicate or delete your configuration you'll have to click on the 'three dots' next to the blue save button.

With this release you can also copy your Web Conversations script by clicking on the 'copy to clipboard' button.

23-05-2024 | Web Conversations

Improvement | Added support for downloading/uploading .docx files in Web Conversations

With this release you are now able to upload and send .docx files to a live agent and the other way around.

23-04-2024 | Conversational AI CLOUD

Improvement | Dialog improvements

Based on customer feedback we've made improvements to dialogs. Collectively, these improvements provide a clearer overview of mainly larger dialogs.

What's new?

• Each dialog node type now has its own distinct color.

• You can now search within your dialog. You can search on: Node name, node ID and node output.

• Always wanted to know the path of your selected node? You can now highlight the path by clicking on the 'highlight path' icon in the toolbar:
• Within the toolbar we added a 'back' and 'forward' button to step back or go forward in your clicking history within the dialog. An easy way and quick way to step back when you've clicked on 'view target' within a go-to node.

16-04-2024 | Conversational AI CLOUD

Improvement | CMS Vue.js migration

With this release we migrated the CMS of Conversational AI Cloud to Vue.js framework. This release enhances the platform's performance, particularly evident in faster tab switching within the CMS interface.

Overall you should experience a noticeable speed boost in the CMS with this improvement.

Feature release | Export Dialogs & Events in .xlsx format

As mentioned in the previous release you are able to export articles in .xlsx format. Now with this release extended to export dialogs and events in .xlsx format.

25-03-2024 | CONVERSATIONAL AI CLOUD

Feature release | Export Articles in .xlsx format

With this release you are able to export your Articles in .xlsx format and you are also able to import this .xlsx file. This way you are able to make bulk changes to your articles with Excel.

Feature release | Knowledge center improvements

Improvements to the knowledge center, you are now able to view the resources were utilized in generating an answer within the test center, synchronise individual resources, define a blacklist for the web crawler, and schedule daily/weekly synchronizations of your resources. We've also increased the amount of characters you can use while defining the tone of voice.

16-02-2024 | CONVERSATIONAL AI CLOUD

Feature release | Exposing Conversation Variables

With this update, you now have the capability to make your conversation variables accessible through the gateway API. This enables integration partners to integrate their internal sessions with the values extracted by our system through dialogs.

To expose these variables to the gateway API, you'll have to activate this feature individually for each conversation variable.

14-02-2024 | Web conversations Inline V2

Feature release | Web Conversations inline V2

We're excited to announce the arrival of the inline version of Web Conversations V2. This update empowers you to create an inline version with a brand-new style, offering greater flexibility and customization options. Plus, it can seamlessly integrate, for example, onto your customer service page.

All existing floating Web Conversations features will continue to function as intended.

25-01-2024 | CONVERSATIONAL AI CLOUD

Feature release | Dialog variables in image

With the this release we're introducing the capability to add a dialog variable to an image link URL. This enables you to save a URL within a variable throughout the users dialog journey and utilize it to create a clickable image:

Feature release | As part of our journey towards one Engagement platform, we're integrating the product recommender feature from Inspire into Conversational AI Cloud. By combining forces, this will enable you to drive 1:1 personalization at scale which makes you become surprisingly relevant for your customers when choosing the right product serving their needs.

This feature is currently available. Kindly get in touch with your customer success manager to explore the available options.

The URL check task checking invalid URLs will be deprecated from this release.

24-01-2024 | Web conversations

Feature release | Typing indicator V2

Previously we didn't display any acknowledgment that we've received the users input. With this release we are introducing a typing indicator showing and giving the feedback that we are processing the message.  Displaying a typing indicator can be very useful in a situation where a response takes longer to process, e.g. via Gen AI.

16-01-2024 | Web conversations

Feature release | Set bubble message speed V2

You can now adjust this message bubble speed. This can be done via the web conversations builder under 'behavior'. Adjusting the message speed is in milliseconds.

Feature release | Video preview V2

If you have a video in your answer a preview will now be shown:

Improvement | Floating Web Chat V2 will now open full screen

10-01-2024 | CONVERSATIONAL AI CLOUD

Feature release | Moving dialog nodes

With this improvement you are able to add a new node in between an already existing node. Upon selecting a node and initiating the drag action, potential insertion points will be visibly highlighted in blue.

04-12-2023 | Web conversations

Feature release | Carousel support

In our latest update for Conversational AI Cloud we've revamped the dialogs feature. As part of this enhancement, we're thrilled to share that you now have the capability to customize a carousel and witness it seamlessly rendered in the web conversations view. If you set up two or more images in the CMS, they will automatically be displayed as a carousel in Web conversations.

04-12-2023 | Conversational AI Cloud

Feature release | Rethought dialogs feature

In this latest update, we've completely rethought the dialogs feature to become a full no-code Conversational AI Platform. We combined the features of regular dialogs and transactional dialogs, and extended it with all the feedback we've received throughout the years from you, our customers. Now you can build the entire conversational flow end-to-end without having to write a single line of code or deploy anything, anywhere. This allows you to easily connect to external systems like CRM's, OMS', ERP's, or any other API.

What's new?

• We now have 6 different types of dialog nodes types, each with a unique purpose.
• The strongest additions being the ability to configure an API callout from the CMS to any API, and the option to drive your decision making based on the data you have, or don't have.
• To ensure everything stays clear and manageable dialogs will now have a fixed layout.
• You can set contextual answers at the beginning of a dialog.
• Dialog overlaps can be managed within the dialog itself and on the dialog screen.

And in case you're wondering we still have transactional dialogs, and they'll continue to work just like before. We won't however be making any improvements to transactional dialogs over time as strongly believe that dialogs will carry you further along your journey a lot better.

All your existing dialogs will be moved automatically to the new version on December 4th. All dialogs will function exactly as they used to, they'll just look a bit different and you'll have a lot more tools at your disposal to extend them. Just be aware that during the release the Conversational AI Cloud CMS and publication mechanism will be temporarily unavailable to ensure for a smooth and seamless release