Release Date: 06/13/23: 

CX Manager

• We enhanced our application cache to improve overall load times.
• When a screen reader is focused on the phone case button, it will now announce it as the current phone case button.

Knowledge

• We updated the View Articles and Labels permission so Users in a role with that permission enabled are able to view all published Articles in their organization and not just Public articles.
• We updated the Clear Filters button in Knowledge Home so it will now be disabled if no filters are applied. 
• We updated the way Search Terms work in Knowledge so you can add phrases to Search Terms. If you add a phrase as a Search Term, the Article it was added to will only show up in the results if the entire phrase is searched for.  
• We added a feature that allows you to show or hide Sections on your external Knowledge Library homepage based on whether or not Users are logged in. Checking the Internal box next to a section will only display that Section and the Labels it contains when Users are logged in. Leaving it unchecked will show the Section and Labels regardless of whether Users are logged in or not. 
• We updated the behavior of inserting an Article as a link so the link stays in line with the rest of the text and does not break to a new line.
• We updated the default URL when you clone an Article. Instead of using the backend ID of the article, the default URL will now be the title of the Article with "-CLONE" added to the end of it. 
• We fixed a bug where you needed to refresh the page after performing certain bulk actions in Knowledge Home. 
• We fixed a bug where the Save button was disabled in the Article editor after pasting an image. 
• We fixed a bug where new Labels were not immediately showing up as available when editing or creating new Articles.
• We added the Session Timeout Warning modal to the External Knowledge Library so if you are logged in and your organization is set up to log you out after a specified idle time, you will now see the same modal you see in the platform.
• We updated the styling of the Session Timeout Warning modal to be ADA-compliant. 
• We fixed a bug where the toolbar that appears in the editor when you select an image, video, etc, disappears when you scroll. 
• We improved the behavior of removing a Label avatar. If you have any Labels on your home page that do not have custom avatars or had their custom avatars removed, only the label text will be displayed. We also updated the Edit Label modal to streamline the workflow of changing Label avatars so you can just select the image you want rather than having to first click Browse, then Upload. 
• We made updates to the content of an Article when in the view state for ADA compliance. The Article now has an accessible name, paragraph styling now matches the editor and external library, and all interactive content is reachable and operable by keyboard. 
• We removed the search bar at the bottom of the Articles list in Knowledge Home since we already have a search bar in the header.

Integrations & APIs

We added new API v3 endpoints to allow a user to create webhooks via APIs.

Messenger

We fixed a bug where disabling and re-enabling a Messenger (Web Connect) channel would remove any configured Availability settings. 

Virtual Assistants

We fixed the issue on Virtual Assistants which was causing Training Failure for some of the entity types.

Reporting & Dashboards

• We fixed an issue with Reports where exporting and downloading reports were empty when built with custom fields.
• We added user email, first name, and last name as part of reporting fields on our dashboards.

Hello, OvationCXM world!

We are thrilled to announce the release of the Topic Modeling Flow for training unhandled responses in the OvationCXM Virtual Assistant. Unhandled responses are phrases that your customers type when interacting with a Virtual Assitant that don't match to a response you have defined.

The following feature is now available under the clustering section on the VA navigation panel. This innovative feature empowers users to enhance the VA's understanding and response accuracy by leveraging advanced clustering and modeling techniques to efficiently organize and train unhandled conversations.

Overview:

The Topic Clustering Flow is a powerful feature that empowers users to efficiently train unhandled and missed user responses. With this feature, our state-of-the-art AI embedding model will create clusters of unhandled phrases for users to map them to intents, and train the system for improved response accuracy.

The Flow:

Key Features:

Cluster Creation: The Topic Modeling Flow automatically generates and names the clusters of unhandled phrases. By clicking on "Populate Clusters," users can quickly view and organize unhandled responses based on common topics and patterns. Users can also manually create new clusters to categorize relevant unhandled phrases into it

Cluster Details and Metrics: Users can access a dedicated view that provides comprehensive information about each cluster. This includes overall impact metrics, top keywords, the status of each cluster, and the intent it is mapped to. This overview helps users understand the relevance and importance of each cluster.

Phrase Acceptance and Rejection: Users can review the phrases within each cluster and accept or reject them accordingly. Accepting a phrase indicates that it should be mapped to the associated intent while rejecting a phrase excludes it from the training process and maps it to an ignored phrases pool.

Cluster Management: Within the cluster view, users have the flexibility to perform various actions. They can rename clusters, map them to specific intents, and interact with the phrases within each cluster.

Drag and Drop Functionality: To further customize the clusters, users can easily drag and drop phrases from one cluster to another. This feature allows for intuitive organization and refinement of the unhandled responses.

Training Process: Once all the clusters are prepared, users can initiate the training process. This step ensures that the phrases within each cluster are properly mapped to the corresponding intents. After training, the system is reset and ready for the next round of virtual assistant training.

Benefits:

Enhanced Training Accuracy: By mapping phrases to specific intents and training the system, users can significantly improve the Virtual Assistant's response accuracy. This leads to a more seamless and satisfactory user experience.

Efficient Cluster Management: The Topic Modeling Flow simplifies the organization and management of unhandled responses by automatically creating clusters based on similar topics. Users can easily navigate and interact with clusters, saving time and effort.

Intuitive User Interface: The drag-and-drop functionality and user-friendly cluster view make it straightforward for users to customize and refine the clusters according to their requirements.

Streamlined Training Process: The automated training process ensures that phrases are accurately mapped to intents, eliminating manual intervention and reducing the risk of errors.

We are excited to introduce the Topic Modeling Flow in the OvationCXM Virtual Assistant and we would appreciate your feedback as we continue to enhance our VA platform.

For more information or assistance, please contact our product team at product@ovationcxm.com.

Note: This release note provides a high-level overview of the Topic Modeling Flow features. For detailed instructions on how to utilize this feature, We will be adding relevant knowledge articles and documentation.

Hello, OvationCXM world!

We’re pleased to announce a new feature for OvationCXM Virtual Assistants: Sentiment Analysis! This new capability provides valuable insights into the conversations your virtual assistant (VA) is having with customers.

Our Sentiment Analysis feature offers an effortless and accurate way to measure customer sentiments. It uses a combination of natural language processing and artificial intelligence to classify the conversations into three emotions:

• Positive
• Negative
• Neutral

Now with Sentiment Analysis as part of OvationCXM’s VA Analytics suite of tools, you can better understand customer sentiments that can be used to improve customer engagement and drive operational efficiency.

We are adding visualization on the VA Analytics dashboard to quickly and easily understand the sentiment of your customers’ conversations with your virtual assistant.

Some of the visualizations we have added:

1. Overall Customer Sentiments: To provide an overview of the overall sentiments of the customers talking to VAs. It will enable you to get the full view of your customers' experience chatting with your virtual assistants.

2. Sentiments on Cases: To connect the user sentiments on VA conversations with the Cases they relate to. This will provide valuable analytics on how the sentiment of users impacted each case resolution.

3. Sentiment of Specific User Messages: To get a granular understanding of each message and the user sentiment at that time. This will help you to identify and analyze particular messages and why the occurred so you can better handle similar messages in the future.

4. Sentiments on Intents, Entities, and Flows: To provide analytics on customer sentiments with each VA intent, entity, or flow created. This will help you improve the particular intents, entities, or flows that are creating more negative sentiments and promote the ones that are creating positive sentiments.

Rollout Plan:

We will be adding the Sentiment Analysis Visualizations on the Virtual Assistants Analytics Dashboards following the 4/18 release. Please email product@ovationcxm.com if you would like access to User Sentiment graphs on your VA Analytics Dashboard.

Release Date: 04/18/23: 

Starting with this release, we shifted to monthly software releases. Here are the updates going live with this release:

CX Manager

• Fixed a bug where the phone screen pop icon was sometimes routing the User to an incorrect case
• Fixed a bug where Users were receiving an error message after editing and saving Form responses
• Reduced load times for screens containing Customer data

Knowledge

• We are excited to announce a new feature that allows users to restore Previously Published versions of Articles as editable Drafts. With this update, you can easily retrieve any version that you have published in the past and restore it as a Draft for further editing and/or publishing. If you already have a Draft version of the Article, you will receive a prompt letting you know that restoring the Previously Published version will delete your current Draft.
• We updated the way Insert Articles look in the new editor. If you insert an Article and do not choose to embed it, there will be a link to the Article that looks and behaves the same way inserting a link would. If you embed the Article, you will be able to see the entire embedded Article as if you were viewing it in the external Library. 
• Added a Load More button to the Version Picklist when in the view state of an Article. This will improve overall load times by limiting the list to 25 versions.  If you have more than 25 versions of an Article, you can click on the Load More button at the bottom of the list to access the remaining versions. We also fixed a bug where the Published and Draft versions were not always listed at the top of the list. 
• Added the ability to delete the entire Article to the more options menu when you are in the view or edit state of the Article
• Fixed a bug where inserting a file into an Article was not displaying the name of the file
• Fixed a bug where the Labels section while editing an Article would sometimes get stuck in a loading state. The issue was occurring due to Sub-labels not being deleted completely. We improved the behavior of deleting Labels and Sub-labels.
• Fixed a bug where Users were sometimes being logged out due to inactivity without receiving a notification
• Fixed a bug where archived Articles were appearing in the list of selectable Articles when inserting an Article

Virtual Assistants

We are excited to announce the launch of our Topic Modeling update to our Virtual Assistants, which will allow you to easily enhance and fine-tune how your Virtual Assistants respond to customer inquiries. We will share a full detailed post on topic modeling soon, but here is a preview of the new functionality: 

• Added a default view page to review each individual cluster. This page will enable users to get relevant information/analytics on each of the phrases, select/ignore phrases, rename the cluster and map the cluster to relevant intents for training.
• Created a new page under "Clustering" section of Virtual Assistants to run the Topic Modeling flow which automatically creates the clusters with unhandled user responses for mapping them to VA Intents. 
• Added a default view page to review all the created clusters under "Clustering" section of the VAs. The page will enable users to get relevant information, select/ignore phrases under each cluster and map the cluster to relevant intents for training.
• Integrated BERT Topic Model with our VA classification models to capture, classify and train any unhandled/unclassified user responses
• Added a static Ignored cluster which will collect all the user-ignored phrases. The following Ignored cluster can also be mapped to an Intent
• Added the capability to collect the user responses from Messenger instances as training data for the Topic Model
• Added Cluster Table Creation functionality where Topic Model will group the unhandled responses into relevant clusters and populate the tables with the generated cluster details
• Fixed an error, which sometimes prevented the Bots Activity table from successfully loading on the Analytics Dashboard

Connectors & APIs

• Fixed a bug where the customers/location/get endpoint on APIv3 was not returning the filtered location

Admin & Settings

• Fixed a bug where adding conditional logic to Custom Fields on Case and Location layouts was not working as expected. You should now be able to apply Show/Hide logic to Custom Fields based on one or more requirements. 
• Fixed a bug where all of the text became distorted after creating a new Tag in Settings
• Fixed a bug where Users were allowed to update Tags with Teams that they were not on

ADA WCAG 2.1

We made several color and styling enhancements throughout the platform to continue on our path of becoming ADA WCAG 2.1 compliant. These color and styling updates were applied to input fields, switches, the main navigation menu and dropdown, text, and button borders. 

Release Date: 03/23/23 

CX Manager

• Added a toggle to the IMAP email integrations to optionally ignore the auto-generated email headers and thus allow auto-generated emails to create cases in your CXME
• Added additional monitoring and alerting on IMAP email integrations to alert teams if an email integration connection fails
• Reduced load times for screens that contain Customer data
• Fixed a bug where custom date fields on the Location Layouts were not always displaying correctly
• Fixed an issue where Automations did not always trigger when the proper criteria were reached
• Updated colors throughout the application from teal to blue

Knowledge

• Updated the way you select multiple Articles on Knowledge home screen. You no longer have to click the Select button to make checkboxes appear. They will always be visible as long as you have a specific Library or Label selected.
• Updated the user workflow for adding Comments to an Article
• Added an "Articles" header above the list of Articles when you are viewing a page in the external library that has both labels and Articles listed
• Added the ability to include alt text when uploading an avatar to your external knowledge library
• Fixed a bug where changing multiple Article's Access Controls with the multi-select action did not properly change Internal Articles to Public
• Fixed a bug where labels containing public Articles would disappear after a User logged into the external library
• Fixed a bug where error messages were being displayed when attempting to insert legitimate image files into the body of an Article
• Fixed a bug where article stats were no longer updating properly

Integrations & APIs

Added extended standard field and custom field support to the Case Created and Case Updated Webhooks

Virtual Assistants

Added the ability to create a lead in Salesforce directly from the Virtual Assistant conversations. When enabled in a Flow, your Virtual Assistant can capture the user information and send it directly to Salesforce to create a new lead.

Admin & Settings

Fixed a bug on active Custom Fields that showed the Field Type field as editable even though it was not editable

Release Date: 03/07/23

CX Manager

• Enhanced the performance of loading customer profiles, including the Customer panel of the Case screen
• Fixed an issue where a user wasn't properly navigated to the correct Case when using Global Search from My Work
• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to Show when X is not Empty
• Improved the performance of running Automations
• Fixed a bug where Custom Fields were not showing up in Case Layouts unless the Ecosystem box was checked
• Fixed a bug where the Custom URL Field type did not open URL links
• Fixed a bug where Users were being suggested Internal shared Articles in Cases 
• Fixed a bug where you had to delete a Case twice in order for it to be properly deleted

Knowledge

• Drafts will now automatically be saved whenever the Session Timeout Warning modal appears so any changes you make get saved before you are logged out for being idle in the platform
• We updated the functionality of Tokens to allow multimedia and more rich text options
• We added Inter as the default font option when creating a new library. We also added Roboto and Montserrat as font options
• Fixed an issue related to sub bullets in numeric and bulleted lists. You can now indent sub bullets as well as change the list type in a nested list
• Fixed a bug where tagging Search Terms to a Knowledge Article would prevent that Article from showing up in search results
• We fixed a bug where inserting a token into an Article would cause a line break that put the token text on a separate line

Integrations & APIs

We added new GET and POST API endpoints for Automations, which will enable teams to get all their existing automations as well as trigger Automations via API. These new APIs will be available in our API documentation at developers.goboomtown.com/api.

Virtual Assistants

• Sentiment Analysis is now available as part of Virtual Assistant Analytics. Your Virtual Asissant will now be able to classify user responses into the following sentiments: Positive, Neutral, Negative.
• Made some small styling enhancements to the bot builder to add a bit more space for the bot builder interface
• Updated the background color of the selected left navigation item in the Bots section
• Updated the interface to minimize the main Settings navigation when in the Bots section
• Fixed an issue where embedded flow nodes all contained the text, "invalid" after initital creation
• Improved the performance of deleting Virtual Assistants

Reporting

• Fixed a bug where not all users could see all Folders under Reports.

Release Date: 2/10/23

CX Manager

Cases

• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to show when X is not Empty
• Fixed an issue where the Location Name was missing from the Location overlay on the Case screen
• Fixed an issue where if an organization has Custom Ecosystem Fields in their Case layout, users in their ecosystem but outside of their organization could not see these fields when they are creating a new Case
• Updated the tab name from Integrations to Connectors on the Solutions panel of a Case

Communications

• Fixed an issue where users would see a message with a snippet of code in the communications panel when a customer clicked End Chat in Messenger

Knowledge

• Fixed an issue where the page would sometimes fail to load when creating a new Article while actively editing another Article

Virtual Assistants

Virtual Assistant Connectors

We made the Virtual Assistants more actionable by adding the ability to capture and send user data through connectors/API integrations during conversations. Users can add connector actions on their Virtual Assistant flows to send data from conversations to third-party connectors. As part of the first release, we are launching lead generation on Salesforce through these conversations. With connector actions, the Virtual Assistants can now act as a single access point connecting different services internally and externally.

• Added a Connectors Icon on the Virtual Assistant Builder Canvas to add and connect connector actions on Flows. Supported connectors that are integrated and authenticated on OvationCXM platform will be available for the users to choose from the connector list.
• Added functionality to directly create a new lead on Salesforce from the Virtual Assistant conversations. Available for organizations having Salesforce connector pre-authenticated and integrated on their OvationCXM platform.
• Added ability for users to map entities/customers/locations/cases/manual input to the following fields (Channel, Name, ,Email Address, Phone Number) for "Create a new Lead" action with Salesforce connector
• Added the ability to display the required and optional fields that can be sent to perform the selected action from the selected connector. Users can map entities, locations, cases or customers to these field or can add a static manual input
• Added the connector fields to the reporting data for Virtual Assistant analytics
• Added the functionality to test a connection while "Create a new Lead" on Salesforce as action for a Virtual Assistant flow. Test Connection button will create a dummy lead object with dummy values on Salesforce for users to verify the connection link and field-object mapping.

Additional Updates

• Fixed an issue that prevented Virtual Assistant from getting initialized and responding to the messages coming from the SMS channel
• Added Sentiment Analysis as part of Virtual Assistant Analytics. Virtual Assistants will be able to classify user responses into the following sentiments: Positive, Neutral, Negative.

Reporting & Dashboards

• Fixed an issue where the MID field wasn't being updated on report data after being updated from its original value

Admin & Settings

• Fixed a bug where changing information on a Team in the Platform would remove that team from any Custom Alert Templates previously used by that Team
• Fixed an issue where the link sent within the password reset emails was not always working

Release Date: 01/20/23

CX Manager

• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View
• Updated the Case Layout logic to make the Owner Team field on any Case or Work Order Layouts required to save or resolve the Case
• Fixed an issue where the correct Resolution Status was not always showing
• Fixed an issue where the expand/collapse button on the Case Panel (Panel 2) of a Case was not collapsing the panel back to its original size
• Fixed an issue where clicking Cancel during the Change Customer flow on a Case was brought back to the Case List instead of remaining on the Case
• Fixed an issue where the Escalated icon did not display on a Case until after a user refreshed their browser
• Fixed an issue where clicking the Edit and/or Resolve button on the Journey Tab of a Case didn't work
• Fixed an issue where Section and Blank Spaces on Layouts were not showing on our updated Case Management screens
• Fixed an issue where the Location card in Panel 1 of a Case was blank if the Customer had more than one location associated to it
• Fixed an issue where creating a Case from the Customer Card ellipses menu > Create Case or Create Work Order didn't display the Case Events or Case Details on Panel 2 of the Case until you manually refreshed your browser

Knowledge

We fixed a bug where adding a word in between curly brackets was not showing up in the external article because it was being confused for a token.

Integrations & APIs

Fixed a bug where Notes were not being added to theh Events timeline from the Phone API. Notes can now be added for the AgentAnswer, AgentHangup, and QueueExit API calls.

Messenger SDK

Fixed a bug where the mobile SDK would sometimes hang or crash on the customer rating screen.

Virtual Assistants

• Added the new Sentiment Analysis logs to the Bots Activity Table
• We made Bots Training more consistent in terms of memory usage and time to completion by now training in batches
• Fixed an issue where Bot trainings were failing for large Bots ("Training Timed Out") due to a large load from the confusion matrix
• Fixed an issue where Bots were giving entity type errors when trying to again train the pre-trained entities
• Fixed an issue where Bots were showing the same flow name as two different options when clarifying topics in conversations

Release Date: 12/20/22: 

CX Manager

Cases

• Fixed an issue in the new Cases screens where clicking the resolve button in panel 2 of the case didn't automatically scroll the user down to the Resolution section of the Case Details
• Fixed a bug where clicking the refresh/reload button at the bottom of a Case List that was grouped by something (status, journey stage, etc.) would load a blank Case List
• Fixed a bug where newly created Category tags were not showing in the Category picklist on Cases and all Category Tags were showing for all Teams regardless of if that Category was set to only show for a subset of teams
• Fixed an issue where some of the Advanced Settings on the Case Layout fields (Conditional Logic, Required to Save, and Required to Resolve) were not always working on the updated Case Management screen
• Fixed an issue where Cases created for customers that had multiple locations associated to them didn't display the information on the Location card in Panel 1 of the Case
• Fixed an issue where the Owner Team dropdown was showing unrelated teams from your organization's ecosystem
• Fixed an issue where users could only see the Actions > Add Form button on Cases if they had the Manage Forms permission on their user role. If a user has the ability to edit a case and at least one Form is available to add on a Case, the user can now see the Actions > Add Form button.
• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View

Communications

Made an update to improve the speed an reliability of messages in the communications panel on a Case

Knowledge

Fixed an issue where users who accessed the external knowledge site via the link on an Article edit screen were automatically logged out of the external site and were forced to log in again

Messenger

• Messenger is now ADA WCAG 2.1 AA compliant
• We fixed an issue where the timezone of the time stamp on the End Chat message was not always correct

Virtual Assistants

We improved the dataset and model for the Anger and Confusion Intents

Release Date: 12/06/22: 

CX Manager

• Fixed a bug where the Clone Case option on the Case Cards was not cloning the Case
• Fixed a bug where the Default Display value on Custom Case Views were not being respected and was always defaulting to the Card display
• Fixed an issue on the new Case screen where selecting the a Category in the Category picklist after you've already selected Case Tags in the Case Tag fields caused the Case Tags field to get cleared. 
• Fixed an issue on the new Case screen where hitting Enter or Return on certain fields when editing a Case caused the page to refresh
• Fixed an issue where certain fields on the Customer Contact layout didn't show when you clicked a Customer Contact card in Panel 1 of a Case
• Fixed an issue where sometimes the Articles Used field would not save article tags that were attached from Panel 4 of the Case
• Fixed an issue with the new Case screen where a user wasn't brought back to the Case List screen once they deleted a Case from the Action menu in Panel 2
• Fixed an issue with the new Case screen where the Owner User filter on the Case List was not searchable
• Fixed an issues in the new Case screen where users were unable to sort by a column when the Case List was in Table View
• Fixed an issue where quickly navigating between Cases sometimes displayed data from the previous case
• Fixed an issue where sometimes a user could not remove a tag from a Case Details field if they had already clicked on that tag
• Updated the Group By functionality on Case Views so teams can now group by Journey Stage
• Updated our Case functionality on the new Case screen so when a user clicks Complete Stage or Previous Stage on the Journey tab of a Case, they are kept on the Journey tab and not rerouted to the Events tab of Panel 2 of the Case
• Updated the My Teams Unassigned Cases default Case View in the new Case list to no longer be grouped by Owner Team
• Fixed an issue on the new Cases screens where customer surveys were not being automatically sent on Case resolution

Knowledge

• Fixed an issue where organizations that used a custom domain on their knowledge base could no longer access their articles through Panel 4 of the Case Management screen
• Fixed a bug where downloading an article you are editing did not contain the entire article in the PDF if the Article contained images.

Virtual Assistants

We improved visibility into bot issues by adding training errors and Bot Builder errors in Test Chat simulator. This will allow builders to more quickly diagnose and resolve issues in real time while they design and buildtheir Virtual Assistants.