August 2025

Agent Assist v1.0.0

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.

AGI Connector v4.18.1

• Minor fixes and improvements

Chat Connector v8.14.0

• Minor improvements for a session time-out, attachments before transfer, Salesforce chat integration, and Calendar rich content.

• Bugfixes for attachments before transfer and Talkdesk integration.

Chat Widget v2.33.0

• Minor improvements for session timeout, Timepicker and Calendar Rich Content type

Voice Biometrics V1.14.0

Agent-side Voice Biometrics

• Enroll button can be removed from the agent widget for certain users, so that agents that are not authorized to enroll users are disabled from doing so

Voice Biometrics Core

• Inclusion of the Environment name as a variable in all billing events following the installation of Voice Biometrics in multiple OCP production environments

• Change variables of Kafka topics to adapt the values to muti-region for Analytics purposes

Integration Configurations v1.9.0

Added

• In this release, we’ve increased the Number Operation Limits, allowing users to perform batch management at a larger scale—saving time and improving efficiency.

Fixed

• Minor bug fixes and general improvements.

miniApps v2.35.0

Added

• Support for context history in PathFinder. (Knowledge base fallback)

• Allow Dynamic Field Declarations for the Intent YesNo disambiguation

• Increase confidence threshold from 20 to 30 to make validation stricter

Fixed

• Disable reactions in Announcement miniApp to prevent undefined prompts to appear in the Insights

OCP NLU v1.9.0

Features

• Ability to configure the limit of models and apps per group

• OCP Personal Access Tokens (PAT) integration with FUSION

• Option to disable all RB intents at once

Fixes

• 502 error due to nginx smaller timeout than AWS load balancer

• Fix on non working regex pattern while on global alternatives

• Deleting Model with ASR enabled, deletes only the ML Model

• Delete Dataset when model is deleted

• Datasets Retention Policy

• Allow checkout cancel on ML model failure

• ML new endpoint Get User Limits

• Use private IAM url for k8s environments

• Update IAM policies/permissions for IAM-setup

Pathfinder v1.6.0

Added

• Context History

OCP xPacks v1.8.0

Updated xPacks

• en-US Banking 2.0 xPack v4.3.2

  • New public entities: AUCity, AUPostalCode, AURegion, AUState, DependentUKStreet, UKAddressIndicator, UKBuildingName, UKSubBuildingName, LastName and FullName.

  • Tuning and bug fixing for recognition of the following entities: Alphanumeric, AGENT_REQUEST, DIALOGACT, Amount, ComChannel, CONVENTIONAL, DayOfMonth, Month, MonetaryCurrency, Numeric, No, TimeRelativeToNow, and Year.

  • The entity PlaceName has been removed from the ontology as it’s no longer in use.

• pt-BR Banking 2.0 xPack v4.0.2

  • Tuning for recognition of the Alphanumeric entity.

• pt-PT Banking 2.0 xPack v4.0.3

  • Tuning for recognition of the Alphanumeric entity.

• el-GR Universal xPack v3.8.2

  • Numeric entity is now multi-valued and can capture multiple values.

  • Tuning for recognition of the following entities: CONVENTIONAL, DIALOGACT, InfoRequest and Numeric.

• en-US Universal xPack v3.10.7

  • Tuning and bug fixing for recognition of the following entities: Alpha, Alphanumeric, Letter_Group, StreetNumber, and USStreet

• pt-BR Universal xPack v3.0.2

  • Tuning for recognition of the Alphanumeric entity.

• pt-PT Universal xPack v3.7.3

  • Tuning for recognition of the Alphanumeric entity.