Enhanced Contact Center Integrations and More with Cognigy.AI v4.100

Authors name: Nhu Ho May 2, 2025

The latest release introduces native Agent Copilot support for Salesforce MIAW and more resilient event handling for Genesys Cloud Open Messaging via Amazon EventBridge.

AI-powered Agent Assist for Salesforce MIAW

Building on our out-of-the-box support for Salesforce MIAW, Cognigy Agent Copilot can now operate natively within Salesforce’s latest agent desktop solution, enabling:

Real-time delivery of AI-generated suggestions, responses, and knowledge articles to agents
Automated wrap-up, seamlessly integrated into existing Salesforce workflows

To enable this functionality, simply activate Copilot from the Endpoint configuration. The Copilot Workspace will automatically render inside the MIAW interface. Refer to our documentation for a detailed setup guide.

Resilient Event Delivery in Genesys Cloud Open Messaging Handovers

For teams using Genesys Cloud Open Messaging, Cognigy.AI now supports enhanced event handling via Amazon EventBridge, improving the reliability of event delivery between Genesys and Cognigy.AI.

While optimized for real-time communications and event updates, WebSocket can occasionally result in lost events due to connection instability. Designed for event-driven architectures, Amazon EventBridge offers a more robust and consistent event delivery mechanism.

With this release, you can now configure EventBridge connection for Genesys After Call Work Events (ACW) and User End Events.

Other Improvements

Cognigy.AI

Implemented pre-aggregation of conversation counters, phased out of version 2 of the API routes for getting conversation counters, and introduced version 3 of these API routes. The new API version improves the performance of conversation count retrieval for billing
Added handover errors logs to Test > Logs
Added backward compatibility for profile.goals. Now, profile.goals points to profile.tasks, ensuring compatibility with all Flow

Cognigy Voice Gateway

Added the Profanity Filter option to the Advanced section in the Set Session Config Node and to Activity Parameters. You can use this configuration to handle swear words in transcripts when using Microsoft Azure Speech Services as a speech-to-text (STT) vendor
Changed the default Profanity Filter option from masked to raw

Cognigy Webchat

Added capability to configure aria labels for the Webchat v3 components to improve accessibility
Updated Webchat v3 to v.3.19.

For further information, check out our complete Release Notes here.