Improved Call Recording and GPT Conversation Node in Cognigy.AI v4.58

Authors name: Nhu Ho August 29, 2023

Discover the latest upgrades to Cognigy.AI's voice and Generative AI functionalities.

Instantly Access Call Recordings via the Self-Service Portal

Call recording provides contact center managers with a wealth of insights into service quality, customer satisfaction, agent performance, and compliance, among others. Cognigy.AI lets you initiate or terminate a call recording at any point during customer interactions and securely store it in your Session Recording Server. Now, with version 4.58, you can review these recordings at your convenience directly within the Voice Gateway Self-Service Portal.

GPT-3.5 Turbo Support for GPT Conversation Node

GPT Conversation Node is a Cognigy.AI feature that lets you launch a virtual agent fully powered by Generative AI. The latest release offers you the flexibility to choose between the GPT-3.5 Turbo and the previously supported text-Davinci-003 language models.

According to OpenAI, GPT-3.5 Turbo is optimized for chat applications and delivers performance comparable to text-Davinci-003 but at a fraction of the cost. On the other hand, text-Davinci-003 remains a robust option, trained on a larger dataset and known for its capability to handle complex language tasks.

Other Improvements for Cognigy.AI

Cognigy Virtual Agents

Added the Genesys Bot Connector Endpoint
Added Genesys Cloud CX - Open Messaging Handover Provider
Improved by integrating Webchat v2.55 into the Demo Webchat
Added support for receiving RingCentral Engage queue updates through the Lookup Node via Queue handover status
Improved by enabling Text Cleaner to replace entire phrases rather than just individual words

Cognigy Live Agent

Added the Priority option to the Conversation Actions section

Agent Assist Workspace

Added Genesys Agent Assist Integration with the Bot Connector and Notification API

Cognigy Voice Gateway

Added the capability to view a number of cached TTS prompts and clear them manually to force new storage

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