March 2026

‌

To be Released

Batch Transcription Service 1.1.1

• Security update to improve security and robustness of the solution.

deepASR 8.5.0

What’s new

• Sensitive Term Audio Redaction - Introduced a new pipeline step for automatic audio redaction of sensitive terms, enhancing privacy and compliance capabilities.

Fixed

• Speech End Handling - Improved generic ASR speech end detection reliability, along with code refactors to support future extensibility.

• Default Grammar Loading - Fixes and improvements to default grammar loading behavior for more consistent and predictable ASR initialization.

• Logging - Enhanced logging across the service for improved observability and debugging.

• Internal API - Various internal API improvements to support stability and integration reliability.

Export Service

• Support PGP encryption in batch export requests to secure user exports.

  

• Automate permissions and policy setup for environment deployment.

• Restrict export of structure tables to admin area only.

Insights 1.24.0

Unified Monitoring & Cross-Agent Insights

We are excited to announce a major evolution in how you monitor and analyze your CX performance.

The upcoming update to OCP Monitor and Insights Reporting bridges the gap between automated and human-assisted interactions, providing a truly unified view of your operations.

The vision behind the change

Our focus shifts to a more intuitive, user-centric experience that empowers you to achieve more with less effort. By unifying the caller journey, we remove barriers between automated and human interactions, providing a complete, uninterrupted view of the caller experience. We expand filtering and navigation capabilities to help you find the right data faster. More importantly, we evolve that data into action-oriented insights. Our goal is to transform OCP Insights from a reporting tool into a proactive optimization platform where data not only informs but drives your next improvement.

What's New

The "Single Glass Pane" Experience

Navigating between your Virtual Agent (Automated) and Live Agent (Human) interactions is now seamless.

• Seamless Transitions: Track a customer's journey from the first "Hello" with the virtual agent to the final resolution with a live representative without switching contexts.

• Unified View: A consolidated interface that eliminates data silos, allowing you to monitor the health of your entire CX ecosystem in one place.

Advanced Filtering

Finding the "needle in the haystack" just got easier. We are introducing enhanced filtering capabilities to help you drill down into specific use cases.

• Granular Filters: Filter by intent, duration, or specific transition points (e.g., "Virtual to Live Agent" handoffs).

• Pinned Filters: Modify your view in seconds. Selected filters are now displayed as interactive tags, allowing you to update or clear your selection without reopening the filter menu.

• New Filter Criteria:

  • Test Flag: Easily toggle between production data and test-flagged calls/chat sessions to isolate QA results.

  • Transfer Reason: Filter dialogs based on why they were escalated (e.g., user request, intent not recognized, or system error).

Actionable Data: Testing Studio Integration

We believe data should lead to improvement. You can now move seamlessly from analysis to optimization.

• One-Click Testing: Send filtered datasets and specific call examples directly to Testing Studio.

Major Functionality and Design Updates

• Navigation between different agents
  Ability to review calls across channels or filter between virtual and live agents for deepdive.

  

• Filter Hierarchy
  Users must first select either Virtual or Live Agents to access advanced filtering options, with relevant filters highlighted.
  As filter capabilities expand, the layout will adopt a hierarchical structure based on conversational functions, enabling users to explore calls deeply without being overwhelmed by options.

  

  
  

  
  

  Filters or sections irrelevant to the application configuration will be grayed out.
  As more capabilities are expanded — Antifraud and Sentiment analysis — the filter list will grow organically without overwhelming the users.
  Previous Version
  Filter Expansion Option without hierarchy or applicability logic. Users had to scroll the list to find the search parameters they wanted.

  

  
  

• Pinned FiltersWhen users are selecting filters, they remain pinned at the dialog review page.

  

  This helps users both understand what is their current search status and perform quick action updates to their selected filters.

  

  
  

  Previous Version
  Users had to navigate back and forth between monitoring calls and updating filters.

• Actionable Data
  Latest versions of Insights focus on actionable data so the interface will provide more quick actions to our OCP Users. Integration with the testing studio is aligned with our roadmap for a seamless journey within OCP.

  

  
  

  Previous Version
  Users had to go through multiple steps and reach the testing studio interface to enhance test cases.

• Post Call Summary
  Dialog Review now offers post call summary if the functionality is enabled. The summary serves as the final validation of the entire reasoning chain.

  

  
  

  For lengthy conversations users may review and search across the information included in post call summaries instead of reviewing the entire conversations.

  

Liveness Detection 5.2.1

• Change in the Replay Attack Detection threshold that is expected to decrease the False Acceptance Rate (FAR).

Liveness Detection 5.2.2

• Core libraries and dependencies were updated to meet latest security standards. This routine maintenance mitigates potential vulnerabilities and improves overall system stability.

Redaction Service

As part of the Whole Call Recording integration, to capture sensitive terms within OCP, we include edge cases not configured in the miniApp.

This covers Whole Call Recording, Agent Assist, and Agentic Applications

 Supported Capabilities

• PCI Sensitive Terms

• PII Sensitive Terms (Specific List of Supported Entities)

• Specific Term List (As per client configuration)

Identification Numbers

• Social Security Number (SSN)

• Canada Social Insurance Number (SIN)

• Driver’s License Number

• State ID Number

• Passport Number

• Adoption Taxpayer Identification Number (ATIN)

• Preparer Tax Identification Number (PTIN)

• Unique Identification Number (Aadhaar)

• Military ID

• Special Tax Identification Number (NITE)

• Tax Identification Code (TIN)

• Individual Taxpayer Identification Number (ITIN)

• Vehicle Identification Number (VIN)

• License Plate Number

Financial & Payment Data

• Primary Account Number (PAN) for Debit and Credit Cards

• Bank Account Number

• Last 4 digits of Bank Account Number

• International Bank Account Number (IBAN)

• 4-digit PIN

• 3 or 4-digit CVV

• Card Expiration Date

Personal Attributes & Demographics

• First Name

• Surname

• Date of Birth (DOB)

• Death Date

• Last 4 digits of SSN

Contact & Digital Identifiers

• Address

• Zip Code

• Phone/Fax number

• Email

• Username

• Password

• IP address

Explicitly Term List as defined by the customer

As defined by the customer

Testing Studio 1.17.1

• Security and Maintenance Updates.

TTS 2.6.1

• Greek numbers with leading zeros are now spoken individually (e.g. "007" → "μηδέν μηδέν επτά") [Applied on Frankfurt environment only]

Please see related deprecation notes in TTS Deprecation Notes - Verbalization Changes.

• Fixed Greek number gender agreement so numbers match the gender of the following noun (e.g. "4 μονάδες" → "τέσσερις μονάδες" instead of "τέσσερα μονάδες").

• Smoother pronunciation of Greek compound numbers (21–99).

• Fixed letter spelling in "letter, like word" / "γράμμα, όπως λέξη" patterns for en-US and el-GR.

• Improved stability under high concurrent traffic of some voices.

• Security vulnerability fixes.

Voice Biometrics 1.15.5

Features

• Added a custom socket endpoint to receive audio from the web plugin (browser extension).

Improvements

• Optimized Redis handling to improve performance.

Fixed

• Fixed an issue to limit the dispatch of Speech-to-Text transcriptions to Kafka only when the session is an Agent Assist one. This resolves instabilities in the latest Insights deployment caused by the Agent VB Middleware sending transcriptions for all sessions.

Voice Biometrics 1.16.0

• Creation of a new Voice Biometrics Service with two components: Voice Biometrics Enrollment Service and Voice Biometrics Verification Service. These services aim to introduce a model that improves the KPIs and metrics of Voice Biometrics and Blocklisting. Initially, they will run parallel to BioBuilder before gradually replacing it.

• To support better performance and future feature enhancements, we have completed a significant upgrade to the data structure that manages your voiceprints. This modernization effort improves the efficiency and scalability of our voice recognition system, ensuring a smoother and faster experience as we introduce new capabilities.

• We have implemented a new, flexible data structure to support upcoming enhancements in our Liveness Detection and Voice Biometric (VB) services. This change allows us to manage feature configurations more efficiently, paving the way for advanced and customized security capabilities in future releases.

• To maximize the stability of our BioStore component, we have updated the startup procedure. The system will now perform a strict validation of all database changes (schema updates). If an error is detected during this process, the component will halt immediately, preventing it from operating with an unstable configuration. This guarantees a higher level of operational consistency.

• The method for submitting voiceprint data has been upgraded to support the next generation of our Voice Biometrics model. A new version of the voiceprint request endpoint is now available, featuring a refined data structure that prepares the system for more complex and accurate voice models in the future.

• To ensure the highest level of transactional reliability, we have enhanced the backend validation of all data modification operations. The system now enforces strict rules that prohibit the execution of update or delete requests lacking necessary parameters (empty or null), providing greater stability and safety for your stored information.

• Implementation of foundational enhancements to improve the reliability, security, and maintainability of our platform:

  • Enhanced Data Security and Validation: We have introduced strict validation across all modification and deletion endpoints. The system now requires necessary identifying properties to be explicitly provided, preventing accidental or improperly structured requests from altering your data.

  • Infrastructure Modernization: Our Continuous Integration/Continuous Deployment (CI/CD) pipelines have undergone a significant update. By standardizing registry and host references with dynamic environment variables, we ensure a more flexible, scalable, and highly reliable deployment process going forward.

• This release includes a foundational update to the BioStore component, focused on improving long-term stability:

  • Hardcoded test secrets were removed to enhance security.

  • Several logic issues were analyzed, fixed, and key code areas were refactored to improve reliability.

  • Deployment configurations were reviewed and optimized.

• The unused Recognitions database table has been decommissioned and removed from the schema. This action simplifies the underlying database structure and reduces overhead, ensuring that our data model remains focused and scalable.

• The organisation key was renamed back as groupin the Billing request payload in Biostore Server to protect the seamless track of the Voice Biometrics events from Billing Service.

xPacks 1.15.0

New OCP xPacks

• uk-UA Universal+ deepNLU® xPack v3.6.0

  • Added support for location-related entity recognition including UAStreet, StreetNumber, and StreetName entities.

• de-DE Universal+ deepNLU® xPack v3.16.0

  • Added support for location-related entity recognition including DEStreet, StreetNumber, and StreetName entities.

Fixed OCP xPacks

• el-GR Banking 2.0 deepNLU® xPack v3.5.2

  • Enhanced recognition accuracy for ACCEPT, DIALOGACT, and YesNo entities.

• en-US Banking 2.0 deepNLU® xPack v4.5.0

  • Enhanced recognition accuracy for Alphanumeric and CONVENTIONAL entities.

  • Improved REQUEST entity recognition with better detection of double-intent scenarios.

  • Resolved bugs for Alphanumeric entity.

• pt-BR Banking 2.0 deepNLU® xPack v4.4.0-no_intents

  • Enhanced recognition accuracy for Numeric and Year entities.

• pt-PT Banking 2.0 deepNLU® xPack v4.4.0-no_intents

  • Enhanced recognition accuracy for Numeric and Year entities.

• el-GR Energy deepNLU® xPack v3.2.0

  • Introduced new public entities: StartDate and EndDate.

  • Enhanced date recognition with additional context for improved context-sensitive understanding.

  • Numeric entity is now multi-valued.

  • Enhanced recognition accuracy for ACCEPT, Alphanumeric, CONVENTIONAL, DIALOGACT, DayOfMonth, Hesitation, InfoRequest, Numeric, TimeRelativeToNow, YesNo, and Year entities.

  • Optimized code to ensure consistent NLU interpretation of identical utterances, regardless of the presence or absence of a comma.

  • Resolved recognition errors for ACCEPT, Alphanumeric, DIALOGACT, and Numeric entities.

• el-GR Telecommunications deepNLU® xPack v3.4.2

  • Enhanced recognition accuracy for ACCEPT, DIALOGACT, and YesNo entities.

• de-DE Universal deepNLU® xPack v3.16.0

  • Implemented comprehensive rule-based address recognition system with support for complex German addresses.

  • Introduced new residential and commercial address component entities:

  • Apartment and ApartmentNumber: Identifies apartment and unit information.

  • Floor and FloorNumber: Detects floor level information.

  • Enhanced DEPostalCode entity with improved contextual awareness to reduce false positive matches.

  • Expanded German street type variations, and address component terminology dictionaries.

  • Extended geographic coverage to include additional German regions such as Aichach-Friedberg, Alb-Donau-Kreis, Altmarkkreis, and related regional variations.

  • Integrated direction support (West, Nord, Süd, Ost) to improve address disambiguation accuracy.

  • Eliminated false positive postal code detections occurring when postal codes overlap with street numbers.

  • Enhanced processing of compound location names such as Schleswig-Holstein.

  • Refined LocationIndicator filtering to prevent temporal keywords from being incorrectly classified as street names.

• el-GR Universal deepNLU® xPack v3.10.3

  • Enhanced recognition accuracy for ACCEPT, DIALOGACT, and YesNo entities.

• en-AU Universal deepNLU® xPack v3.5.0

  • Enhanced recognition accuracy for Alphanumeric and CONVENTIONAL entities.

  • Resolved bugs for Alphanumeric entity.

• en-GB Universal deepNLU® xPack v3.13.0

  • Enhanced recognition accuracy for Alphanumeric, CONVENTIONAL, and UKPostcode entities.

  • Resolved bugs for Alphanumeric entity.

• en-US Universal deepNLU® xPack v3.14.0

  • Enhanced recognition accuracy for Alphanumeric and CONVENTIONAL entities.

  • Resolved bugs for Alphanumeric entity.

• pt-BR Universal deepNLU® xPack v3.4.0

  • Enhanced recognition accuracy for Numeric and Year entities.

• pt-PT Universal deepNLU® xPack v3.11.0

  • Enhanced recognition accuracy for Numeric and Year entities.

• en-GB Universal+ deepNLU® xPack v3.13.0

  • The new en-GB Universal+ deepNLU® xPack v3.13.0 incorporates all features and updates from the en-GB Universal deepNLU® xPack v3.13.0 release, in addition to its own address recognition functionality.

• en-US Universal+ deepNLU® xPack v3.14.0

  • The new en-US Universal+ deepNLU® xPack v3.14.0 incorporates all features and updates from the en-US Universal deepNLU® xPack v3.14.0 release, in addition to its own address recognition functionality.