Real-Time Queue Updates in Live Agent and More with Cognigy.AI v4.87

Authors name: Nhu Ho October 21, 2024

The latest release of Cognigy.AI elevates customer interactions with real-time queue notifications in Live Agent and customizable AI Agent Notice in Cognigy Webchat.

Enhance Customer Experience with Queue Updates

In Cognigy Live Agent, you can now provide customers with real-time updates on their queue status and estimated wait time. This enhancement offers multiple benefits:

Better customer experience and satisfaction: Transparency in queue information minimizes frustration related to wait times, ensuring customers feel valued and respected.
Optimized contact center operations: Analyzing queue metrics helps you identify trends and patterns such as peak times and average wait times, facilitating better resource planning and workforce management.

Catch a comprehensive preview and demonstration of this feature in our Q3 Tech Update below.

Cognigy.AI Tech Update Q3 2024 - YouTube

Cognigy.AI Tech Update Q3 2024

Customize AI Agent Notice in Webchat

Informing customers about AI interactions is a common best practice to foster a transparent and trustworthy relationship, ensure compliance with legal standards, and promote responsible technology usage.

To reinforce this practice, Cognigy Webchat comes with a default AI Agent Notice upon initiating the conversation. With the latest release, you can flexibly tailor this message to your brand voice and identity in the Endpoint Settings, facilitating a seamless and consistent experience throughout.

Other Improvements

Cognigy.AI

Added support for the Enter and arrow keys in the Node Create Menu for faster Node creation.

Cognigy Voice Gateway

Added the Flow No Input Timeout feature to the Set Session Config Node. This feature can also be configured in the Set Activity Parameters and is designed to define actions if the AI Agent takes too long to process requests and doesn't reply to the caller.

Cognigy Webchat

Added Webchat v3 as the default option when creating a new Project or Endpoint.

Cognigy Live Agent

Added Live Agent integration via Webhook for typing events. The EVENT_GATEWAY_HTTP_ENDPOINT environment variable must be set to activate this feature.
Added the Enable User Disconnects Message and Enable User Connects Message options to the Handover to Agent Node. Now you can configure these options for Live Agent, RingCentral Engage, and Genesys handover providers. These options help inform your human agents when end users disconnect or connect, improving communication and response management.

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