Agent Assist Release Notes

The following sections list every released version of Agent Assist, newest first. Each section comes from the monthly OCP® Release Notes page named in its Released line.

Agent Assist 2.0.6

Released: November 2026

• Security Fixes

Agent Assist 2.0.5

Released: October 2026

• Security Fixes

Agent Assist 2.0.3

Released: September 2026

• Improvement: Send Direction on all call_info events generated for RingCentral (previously we sent only for the “ACTIVE” status)

• Bugfix: post call events, (summarization, sentiment) could be triggered when there were no audio streams on the call. Now they are triggered only when the call ends (SESSION_ENDED event received in the gRPC channel) and the dialog_info and summary_info events are sent also on a true call end.

Agent Assist 1.1.0

Released: February 2026

Features

• Voice Biometrics Management (Agent Desktop): Agents can now manage the full lifecycle of voice security, including Enrollment, Verification, and Opt-out directly within the UI. Once a caller is enrolled, agents can verify their identity via voice and view real-time results in the widget.

• Fraud and Spoofing Protection (Agent Desktop): Blocklisting automatically identifies if a caller's voice matches a known fraudster in the database. Liveness Detection detects and flags "Replay Attacks" to ensure the voice is live and authentic.

Results are displayed instantly in the widget if these features are enabled.

• Profile Configuration (OCP Console): The Agent Assist Console now supports Voice Biometrics Profiles. Administrators can define specific thresholds, Biokeys, and unique configurations for each Agent Assist application.

Improvements

• Enhanced Service Integration (Agent Middleware): Agent Middleware now hosts and leverages Voice Biometrics (including Blocklisting) and Liveness Detection endpoints. This ensures seamless data flow from these services directly into the Agent Assist UI.

For more information, see Agent Assist.

Agent Assist v1.0.4

Released: November 2025

• Fix to ensure that all newly created business flows use the precise, intended identifier (flowapp_id), thereby eliminating potential process inconsistencies and securing accurate business flow execution.

• Configuration issue was addressed that was causing the system to build business flows using an incorrect, default environment identifier (Sandbox flowappId).

• Core backend optimization to ensure that ASR resources are immediately and efficiently released upon the termination of a session.

Agent Assist v1.0.2

Released: November 2025

• A hotfix was implemented to address Voice Biometrics functionality outage of Agent Middleware caused by full asynchronous executor pools. The solution ensures proper lock handling with timeouts and guarantees all locks are released appropriately to prevent future blocking.

Agent Assist v1.0.1

Released: October 2025

• Creation of a private internal endpoint (accessible only with a service token) within a new controller for the biostoreserver. Its sole function is to accept a delete request with an Agent Assist profile ID to purge the corresponding cached Agent Assist profile, always responding with a 204 status to ensure users receive the most current and consistent profile data

• Creation of a suffix for the dialog ID to distinguish the transcription of the customer versus that of the agent. The suffix changed from _customer to _user

• Adding the transcription of the customer to the data that is being passed to the Business flow, along with the Intent and entity key - value pairs

• Improvement of the AsrWebsocketClient pinging for better control over the threads

• Addition of HOLD and RELEASE events handling for NICE integration to Agent Assist middleware

Agent Assist v1.0.0

Released: August 2025

Agent Assist goes GA

Agent Assist (AA) is a real-time support tool that enhances agent performance during customer interactions by providing dynamic suggestions, automated actions, and contextual knowledge search. It is designed to reduce agent cognitive load, shorten response times, and ensure consistency across all conversations.

AA operates as an extension of the OCP platform, integrating Natural Language Understanding (NLU) models, orchestrator flows, and knowledge base resources to support voice or chat interactions in real time.

• Agent Assist Middleware: The middleware responsible for receiving the audio stream from both Agent and Caller channels, sending the transcription in real time from the ASR results and Business Flows to the Agent Desktop, handling the NLU results, summarizing the interaction between the two parts (Caller and Agent) and passing any other sort of data from the CCaaS or any other third Party Software to the Agent Desktop. Agent Assist Middleware for this release has been designed to integrate with NICE CXone and GENESYS Pure Cloud.

• Agent Assist UI: Widget launched from the Contact Center provider, shown in the Agent Desktop displaying the Dialog Evolution, Business Flows (Suggestions to the Agent), Customer Data (Attached data) and Call Summarization upon call termination.

• Agent Assist Console

  • Agent Assist Profile creation: Ability to choose Domain, Locale, NLU model globally or channel specific and ASR grammar globally or channel specific. Functionality that allows linking NLU Intents with Business Flows. Review Agent Assist profile before creating

  • Agent Assist Profile edition: Ability to edit the Business Logic and ASR of an existing Agent Assist Profile.