August 2025

Agent Assist v1.0.0

This is the first version of Agent Assist

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.

The core functionality includes:

• Live transcript monitoring: Continuously processes the active conversation.

• Intent-based response suggestions: Uses trained models to detect customer intent and suggest responses or actions.

• Knowledge search: Retrieves relevant knowledge base content based on detected keywords or context.

• Agent Widget integration: Provides a responsive, UI-based interface within supported CCaaS platforms (e.g., NICE CXone).

Agent Assist is deployed as a widget integrated in the agent desktop and configured through AA Profiles in OCP Console.

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

• Introduce flag to hide Enroll button

• Remove from Agent-vb-middleware static token usage for communication with deepASR

• Provide agent actions regarding users

Voice Biometrics Core

• Rename Organization to Group

• Include Environment in Billing events

• Change Kafka events for multi-region

• Switch Encryption from user to role

• Rename Organization to Group in Healthcheck / PDC / DeepVB Automation Repositories

facebook Connector v1.4.2

Security fixes

• CVE-2025-31651,

• CVE-2025-22235,

• CVE-2025-48988,

• CVE-2025-46701,

• CVE-2025-31650,

• CVE-2025-49125

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

• Set Confidence Threshold to 30

Fixed

• Disable reactions in Announcement miniApp

OCP NLU v1.9.0

Features

• Increase the number of models and apps per group

• OCP Personal Access Tokens (PAT) integration with FUSION

• Option to disable all RB intents at once

• Support fr-FR locale

Improvements

• NLU Regex fix

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

Fixes

• 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

  • The new en-US Universal deepNLU® xPack v3.10.7-Addresses incorporates all features and updates from the en-US Universal deepNLU® xPack v3.10.7 release, in addition to its own address recognition functionality

• 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.