We have launched a new feature in our email templates that will enhance your communication capabilities. 

Previously, you could only use standard fields from the related case and location within outbound emails. Now, you can add custom fields from your case and location records in addition to standard fields.

This new feature allows you to create more dynamic and robust outbound emails tailored to your needs. For example,

• You could include a username from a custom field on the location in the welcome email during onboarding.
• You could share a dynamic login URL based on the product the customer purchased for a new product activation.
• You could share renewal dates or training scheduled dates in automated emails for richer communication.

You can find these new custom field tokens in the same token list where the current standard field tokens are in Settings > Email Templates (in the new CXME).

We hope that this enhancement improves your ability to communicate effectively and efficiently with your customers and look forward to seeing how you utilize this new feature to enhance your email communications.

Our Copilot and Article Writer AI Agents can now understand files and links provided to them as part of the context data. 

This means you can upload files or copy and paste them into the composer, and when the AI Agent processes your question or request, it will also review any images or files that you provide. That data from these additional content sources data will be added to the context of the session. Additionally, if you provide a URL, the agent will automatically review the content on that URL (if it is public) and use that data as part of its context as well.

This new capability allows you to do more with our AI Agents. A few examples include:

1. Give an agent an image of an system error, and the agent can use that error to search your knowledge base for the answer.
2. Include a PDF of a customer contract and ask the agent to review the contract for specific terms. 
3. Give an a URL of an external knowledge base article, and the agent can gather all the information and use that to answer your question.

We hope this enhancement will make your experience with our AI Agents even more powerful and efficient. We look forward to seeing how you use this new feature to streamline your tasks and improve your workflow.

Release Date: 04/21/24: 

CX Manager

• Added the ability to use custom fields in Email Templates. Previously only standard fields were available.
• Fixed a bug where the Email from Chat Room email template was not respecting the filters for Owner Team on a Case. It will now use the proper email template based on the Owner Team of the Case.
• Fixed an issue where cloned Cases from inbound emails to closed Cases were sometimes being assigned to the incorrect Owner Team.
• Fixed an issue with outbound emails sometimes not appearing in the message history. We will continue to harden this specific flow.
• Improved the loading time and process for email history on Cases.

Knowledge

• Migrated all Knowledge Libraries from the default theme to the modern theme for bug fixing, performance improvements, and design updates.
• Fixed a bug related to accessing internal articles for non content editors when the Article was restricted to certain Teams.

Journeys

• Fixed a bug where Tasks in multiple Parallel Steps would not all get properly created as the Journey progressed.
• Fixed a bug where Automation loading spinners on the Journey Timeline sometimes would not disappear when the automation completed.

Forms

• Fixed a bug where signatures were not properly saving and exporting on Form exports. 

APIs

• Updated API/v3 to allow cutomers/location/put and customers/user/put APIs to accept requests without customer_id when id is provided. This will help integrations where a Location moves to a new Customer and the original Customer ID is no longer valid.
• Added SAML SSO integrations for the new CXME application along improved SSO configuration workflows.
• Reduced the latency when redirecting a login after successful SSO login
• Improved the resiliency of our eventing system.

Data

• Fixed an issue where email transcripts were not always being included in AI-generated Case Summaries.

Reporting & Dashboards

• We are in the process of launching our new Journey and Task analytics data and pre-built dashboards. We will be rolling these out over the comings weeks.

To move AI from a novelty to a core banking utility, you need more than a prompt - you need an operational foundation to help govern this intelligence at all times. That is why we built  OvationCXM’s AI Studio: the unified command center designed to create, configure, and continuously improve high-performance AI agents within a secure, governed framework.

By layering AI directly into structured, governed workflows, we ensure that every automated step is anchored in a real-world operational context, allowing work to move predictably across your entire ecosystem. Without a central point of control, AI risks becoming another siloed application that increases operational complexity rather than reducing it - a significant risk in a high-stakes, regulated environment.

OvationCXM’s AI Studio provides the transparency needed to audit AI logic, the laboratory to safely test new models, prompts and rules in a sandbox, and the governance to ensure every digital assistant remains a compliant, audited extension of your institution’s policies.  

In this post, we discuss how we take an AI agent from a concept to a high-performing operational asset in four distinct phases. 

Phase 1: Build

In OvationCXM’s AI Studio, an agent is not a generic chatbot; it is a specialized digital employee with a specific role, voice, and set of boundaries. The process begins by defining the Agent’s functional purpose from one of our four specialized types. For example, you might deploy a Summarizer agent to instantly distill years of fragmented email threads into a single, actionable case history, or OvationCXM’s internal-facing agent (copilot) to work alongside your staff, suggesting the next best step based on live orchestration data. For direct engagement, the external-facing conversational agent handles real-time customer inquiries, while the article writer/editor ensures your knowledge base stays current by drafting and refining baseline documentation based on successfully resolved cases.

Once the agent’s purpose is defined, it’s time to select the best model from a library of over 300 industry-leading models. This flexibility allows you to assign a high-reasoning model for complex analysis while using a faster, lightweight model for high-volume data routing. Crucially, you can approve a subset of models for your organization or even bring your own keys (BYOK), enabling you to use your own enterprise accounts with the model provider of your choice. 

To ensure consistency, you can also configure your global branding with information about your specific organization, including your brand voice and desired tone. By anchoring agents in these specific Global Branding configurations, you ensure that every agent speaks with the professional tone and consistency your brand demands, regardless of its function.

Phase 2: Execute

In this second phase, OvationCXM’s AI Studio bridges the gap between conversation and execution. In addition to the high-quality responses and content you receive from agents, they can also take direct action on your behalf through integrated workflows and tools. Because banking tasks are rarely linear, you define advanced workflows that guide the agent through multi-step scenarios - such as verifying a customer’s identity across three different systems before it ever suggests a journey change. 

When the agent needs to interact with your systems, it uses a set of deterministic tools, including secure API calls that allow the agent to perform key tasks. These tasks can include fetching a real-time account balance from a core system or updating a record in your CRM. By using these tools, the agent doesn't have to guess. Instead, it acts with precision, using the authenticated data already present in your ecosystem.

Phase 3: Observe

With OvationCXM’s AI Studio, every interaction is captured in a detailed trace, providing an auditable, step-by-step view of the agent's reasoning, the context used, and the final response. If a logic gap appears, you can see exactly where the agent diverged from the expected path.

This transparency is bolstered by a continuous feedback loop. Users can rate AI interactions, and any poor rating is routed to a review queue immediately. This allows your team to take immediate corrective action - whether that means adding a new rule, updating a knowledge article, or assigning a task to a human team member to step in. The point is that you aren't just watching the AI - you are managing it in real-time.

Phase 4: Improve

The final phase is about evolution without risk. In traditional software, you use unit tests to ensure code doesn't break; in AI Studio, you use Evaluations. First, you define your Data Sets based on questions and verified answers that the agent must handle correctly.

Before any change to a prompt or a rule goes live, you run an Experiment. AI Studio utilizes an LLM-as-a-Judge to automatically grade the agent’s new responses against your pre-defined criteria. This allows you to iterate and improve your agents with total confidence, knowing that your quality standards are being both met and proven before the AI ever interacts with a customer or a sensitive workflow.

The Bottom Line

AI Studio isn't just a builder - it’s a comprehensive governance layer that bridges the gap between modern intelligence and legacy core systems.  It provides the infrastructure to ensure that as your bank scales its capabilities, it does so with the observability, safety, and precision that the industry demands. By prioritizing structured orchestration first and on-demand intelligence, OvationCXM helps you transform AI from a speculative novelty into a permanent competitive advantage.

Interested in seeing a quick demo? Contact us today. 

We are excited to announce a new feature: Forms in Journeys. This enhancement allows you to incorporate forms as actions within a journey, providing an easy way to collect structured data throughout the life of a customer experience.

Forms can be designed to be either internal or customer-facing, or even both, depending on your needs. One of the key benefits of this feature is the ability to prepopulate form data based on context data from the journey, case, or customer. This ensures a seamless and personalized experience for users and ensuring that they don't have to manually enter information that you already have in your systems.

The data submitted through these forms can also be utilized as inputs for future actions within the same journey. This capability becomes really powerful as it enables you to automate decisions and future actions (e.g. API calls) by taking the output of the form to use as the inputs of those actions, enhancing the overall efficiency and effectiveness of your processes.

To ensure consistency with your brand identity, custom theming is available for all forms. This allows you to maintain a cohesive look and feel across all customer interactions.

We believe that this new feature will significantly enhance your ability to engage with customers and streamline your workflows. We look forward to seeing how you leverage Forms in Journeys to achieve your business objectives.

Gathering customer data shouldn't feel like pulling teeth. We’ve heard your feedback loud and clear: you need forms that aren’t just "digital paper," but active engines for your customer experience.

Today, we are thrilled to announce our completely reimagined Forms product. We’ve rebuilt the experience from the ground up to help you capture data more efficiently while keeping your customers engaged.

Design with Confidence (No Code Required)

You shouldn’t need a developer to build a high-quality and high-converting workflow. Our new Drag-and-Drop Builder puts the power in your hands with over 60 unique elements across field input types and form structures. Whether you need simple text inputs or complex logic-based workflows, you can build it in minutes.

Build Once, Deploy Everywhere

Our new form builder allows you to build a single form and deploy it to be used in multiple places, including public URLs, embedded in websites, added to Cases, and as actions in Journeys. Once your form is live, you can leverage our native version control to easily make updates without impacting any existing instances of the published form.

Pre-populate Data

Stop asking your customers questions you already know the answer to. Our new Forms can pull existing case and customer data directly into a form so customers can skip the repetitive fields. When a form is submitted as part of a Journey, that form data is instantly accessible in future journey actions, ensuring a smooth hand-off between departments and automated workflows.

Your Brand, Front and Center

Consistency builds trust. With our custom themes, your forms won’t look like a third-party add-on. Use extensive theme customization to ensure every form feels like a native part of your brand’s digital ecosystem. This includes font, colors, logos, and all aspects of the form CSS.

Save Now, Finish Later

Complex onboarding or lengthy applications often lead to high drop-off rates. To combat this, we’ve introduced Save and Return. Your customers can now pause their progress and pick up exactly where they left off, significantly increasing completion rates for your most important experiences.

Export your Data

Easily view the submitted data or export the data by date range to a spreadsheet to get all your critical information into whatever system you need.

Ready to see it in action?

The new Forms product is now live for all organizations. Log in to the new CXME and access the form builder by going to Settings > Forms to explore the new builder and start streamlining your data capture.

CX Manager

• Improved the workflow for handling inbound emails to closed cases with proper case cloning and linking to the cloned case.
• Fixed an issue where new users created with only numbers in their user ID would encounter errors on daily use of CXME.
• Fixed an issue where some phone transcripts were not properly saving on a Cases.

Forms

We recently launched our new Forms product including a new drag and drop builder, customer-facing forms with enhanced styling, and customizable themes and branding options. We'll post a full update on this soon.

Knowledge

• Improved knowledge search by adding case insensitive matching and increased title matching boost to the algorithm.
• Improved HTML and CSS styling in knowledge articles, leading to fewer overrides, improved formatting, and cleaner code for editing.

Journeys

• Added custom status mapping for journey actions to have more control over exactly when an action progresses in a Journey. 
• Improved styling of Journey builder and timeline with new component updates.
• Added search and filters to the journey builder list to make it easier find the journeys you are looking for.

APIs

• Updated api/v3/issues/put to allow the waiting_reason field to be set via API to control the ready/waiting workflows via API.
• Updated the case created and updated webhooks to pass journey ID with the payload.

Security

• Improved security for SAML SSO related to IP whitelisting.
• Improved security for file downloads to prevent unauthorized access to files.

For the past few years, your feedback has been the blueprint for our evolution. Today, we’re incredibly excited to pull back the curtain on the latest CXMEngine update. This is more than a UI refresh - it’s a foundational rebuild to deliver greater speed, personalization and flexibility to support a stronger AI-first future. 

Here is a quick overview of what you can expect to see. 

A Modern, Flexible Workspace

We’ve introduced a brand-new design system that is modern, clean and ADA-compliant out of the box. This system is consistent across every module, ensuring a seamless experience as you move across the platform, including:

• The Inbox Experience: We’ve unified My Work, Case Lists, Task Lists, Journeys, Customer Profiles, AI Copilots, Embedded Apps, and Knowledge Delivery into a single screen. This is your new single pane of glass, designed to give you more information with fewer clicks.
• Flexible Layouts: Every user can now personalize their UX. Use blocks to collapse or expand data by object type and customize case layouts to fit your specific workflow.
• Dedicated Customer Screens: We’ve added new, granular screens for Customers, Locations, and Contact, giving you more control over your data than ever before.

• Refreshed Modules: 

  • Communications: A major UX overhaul makes email, chat, and SMS threads more integrated and easier to use.
  • Journeys: New rollup views on customer profiles and a redesigned timeline and builder interface.
  • Knowledge: A cleaner editing window with smart formatting that automatically converts content into your CXMEngine style guide.

Speed Without Compromise

We know that in customer experience, every second counts. That’s why we’ve optimized the architecture to ensure the interface is as fast as your team. 

• Faster Load Times: Through optimized lazy loading and a streamlined UI, screens pop instantly and the application is 50% faster to load.
• Better Information Architecture: We’ve reorganized modules, updated field naming, and added tooltips throughout. This makes the platform more intuitive for veterans and significantly faster for onboarding new users.
• Keyboard First: You can now use Cmd + K (or Ctrl + K) to open search, take quick actions, and navigate the platform without ever touching your mouse.

Powerful Forms for Streamlined Data Capture

Our Forms product has been completely reimagined to be the best-in-class experience for your customers.

• Deep Ecosystem Integration: Forms are now natively tied to cases and journeys. This allows for data pre-population on journeys so customers don't have to re-type what you already know. It also ensures form submission data is instantly accessible in future steps of a journey.
• Drag-and-Drop Builder: Use over 60 elements to build complex workflows without writing a single line of code.
• Brand Extensions: Extensive theme customization ensures your customer-facing forms look like a native part of your brand.
• Save and Return: Customers can now save their progress on a form and return later - significantly reducing drop-off on complex onboarding journeys.

Your AI-First Command Center is Here

While the UI is the most visible change, the most powerful change is under the hood. AI is now natively integrated into the core of CXMEngine.

Introducing AI Studio

The new AI Studio is your command center for the next generation of CX. You can now build, test, and iterate on AI agents with full observability. With AI Studio, your organization enjoys: 

• Multi-Model Approach: Choose the model that fits your needs or Bring Your Own Key (BYOK) to aggregate usage in one place.
• Agent Configuration and Types: Deploy customer-facing Chat and Voice Agents, or empower your team with Copilots that provide brand-accurate responses in an instant. Enjoy total control over prompts, rules and training content. 
• Intelligent Routing: AI agents can take the first pass at an inquiry and escalate to a human only when necessary - with a full summary ready for responding teams.
• Observability and Feedback: Dive deep into the inputs and outputs of every interaction via trace data to see exactly how an agent responded and why. Use the feedback loop to suggest rules on your agent, add content to your knowledge base or create tasks for subject matter experts to fill knowledge gaps.
• Evaluations and Analytics: Run test datasets to validate agent responses before deploying and track response quality and monitor production data for guardrails like PII.

Native Intelligence at the Point of Work

AI is now natively integrated into every workflow across CXMEngine, living exactly where you do your work.

• Comprehensive Summaries: Quickly digest long email threads or complex case histories. The AI generates concise summaries so you can get up to speed in seconds rather than minutes.
• Customer Summaries: Get a granular summary of a customer’s current sentiment and their entire history with your organization.
• AI-infused Communications: Summarize emails, generate draft responses, reformat replies into your brand voice, and check grammar in the click of a button.
• Smart Knowledge Conversation: Automatically convert third party HTML (from Word or Google Docs) into your CXMEngine style guide for perfectly formatted articles every time.

Additional Updates

You will also notice some  subtle improvements in your experience, including:

• URL Deep Linking: Every specific area of the app now has a unique URL. Bookmark a specific record or layout and return to it with a single click.
• Pinned Communications: You can now pin communication threads to the bottom of your screen. Manage multiple chats or emails simultaneously while navigating other parts of the app.
• In-Line Editing: No more hunting for Edit buttons. Click directly on a case name or field to update it instantly.
• Quick Links: Direct access to live chat support, status pages, and recent updates is now baked into a new integrated menu.

Ready to Dive in?

This release sets the stage for everything we have planned for 2026. Your environment has already been updated to this latest version, so you can dive in right now. We recommend starting with the new Inbox to see how the single pane of glass changes your daily flow.

We recently added a new feature that will enhance your customer's and team's experience when searching for articles on our external knowledge sites. 

Advanced Search Filtering

Advanced Search allows users of the external knowledge sites to filter their search results using specific labels. This means they can find the information they need more quickly and efficiently, with results that are more refined and relevant to their needs. 

Improved Search Algorithm

In addition to adding the improved filtering functionality, we also revamped our search algorithm for both speed and quality. You will now notice that search results are being returned faster and the results should be more accurate in terms of the order they are returned in.

We will be rolling out this update to everyone over the coming weeks. This sets the foundation for continual search improvement, and we believe this new feature will make navigating our knowledge sites easier and more effective. 

Give it a try and let us know if you have any feedback on the updated search.

We've been working hard to enhance your experience on our knowledge sites. We're thrilled to announce that we've improved the page load times by an impressive 80%. This means you and your customers can now access the information you need faster than ever before.

We also significantly improve the response time and quality of search results on the knowledges sites as well.

We hope theses improvements makes your time on our sites more enjoyable and efficient. We plan to make a few additional performance-related updates soon and will keep you updated on those.