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Releases2024

12.2024

The December 2024 release adds variants, which enable multi-site configuration with individual agents now able to access multiple partitioned Knowledge configurations. This release also refines ASR capabilities, latency customization, and builder tools.

Expand the items for details:

Visit the full variant management page for details.

variants

Use variants to manage Knowledge content for multiple locations in a single agent, and use one agent to handle enquiries about a business with outlets in different timezones, legal jurisdictions, or tax codes.

Each variant has content for custom attributes like phone numbers, addresses, and opening hours. You can use variants and variables in SMS, functions, and Knowledge entries, with the ${variant_foo} format:

Imagine you have an attribute site_number, your SMS content field would be: Please contact the office at ${variant_site_number}

You can add logic to your start function to direct the agent to likely variant Knowledge items based on phone number geolocation.

Use transcript corrections to aid agents in recognizing domain-specific terms, and avoid issues with homonyms like:

  • “I see you” for a hospital’s ICU.
  • “Money” for an art museum dealing with works by Monet.

transcript-corrections

Go to Voice > Advanced settings > Speech in the studio to use this feature, and visit the full documentation page for more details.

Control latency to alter the agent’s conversational tone to match audience preferences.

latency

Use case:

  • Configure thoughtful delays to prevent interruptions.
  • Set faster response times for rapid user queries.

How to use:

  • Go to “Settings”, then “Interaction Style”, and select the desired response delay time.

Visit the audio management page for more details.

You can now copy and paste entire flows or specific nodes between projects, by using Cmd/Ctrl + C to copy and Cmd/Ctrl + V to paste flows or nodes.

Key features:

  • Copy entire flows or partial nodes within or across projects.
  • Import any subsidiary global or transition functions without overwriting existing templates.

copy-paste-flows

Users can now download call recordings directly from the studio for offline review and analysis.

How to use:

  • Open the “Conversation” page.
  • Click on the “Download” icon to save the call recordings locally.
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