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Jan 9, 2020
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Cognigy.AI 3.5 Released

written by: Philipp Heltewig
Cognigy.AI 3.5 Release

Last week, we announced the release of Cognigy.AI 3.5 - the newest version of our industry-leading Conversational Automation Platform.

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Cognigy.AI 3.5 includes amazing new features for business users, solution architects and developers to enable the creation of cutting-edge, fully integrated Conversational AI solutions on chat and voice channels.

Here's what we announced:

  • RingCentral Engage Agent Handover Integration
  • AudioCodes Conversational Voice Bots Integration
  • Endpoint Transformers
  • New and enhanced NLU Languages

Here are the details…

RingCentral Engage Agent Handover Integration

Cognigy has partnered with RingCentral Engage Digital, one of the leading digital engagement tools, to bring enterprise-level bot-human-bot handover to Cognigy.AI. Using this integration, Cognigy's customers can use all of RingCentral's channel connectors (including such channels as Apple Business Chat, Instagram, WhatsApp and more), in addition to all Cognigy.AI channels (including Teams, etc) to engage their customers and offer agent-assistance.

Agents can see the ongoing bot conversations and intervene on their own  or be triggered by the bot to take over a conversation.

 

 

Agents working in RingCentral Engage Digital can access the full power of Cognigy.AI's data connectors and NLG capabilities, engaging the bot to generate rich content (e.g. galleries, images, videos, etc) to send back to the user and furthering the conversation the user has with the bot. 

AudioCodes Conversational Voice Bots Integration

Cognigy has partnered with AudioCodes (a leading manufacturer of advanced Voice over IP)and converged VoIP and data networking products, to bring enterprise-level Cognigy.AI-based conversational voice bots to our customers.

Recognizing that most customer service interactions happen on the phone lines, AudioCodes has developed Voice.AI Gateway, a middle-ware enabling the deployment of Cognigy.AI bots on the phone line, together with high quality and high performance speech-to-text and text-to-speech for completely natural voice conversations with bots. Voice.AI Gateway supports numerous input channels, such as SIP trunks, Enterprise Unified Communications Solutions (e.g. RingCentral, Microsoft Teams), Contact Center solutions (e.g. Avaya, Genesys) or WebRTC.

Cognigy.AI 3.5 AudioCodes Integration

Cognigy.AI's native AudioCodes integration allows for a one-click deployment, instantly deploying and updating bots on the phone lines and thus bridging the gap between customers on the phone lines and processes and data existing in various enterprise back-end systems.

Endpoint Transformers

Cognigy.AI is known for being the most flexible, easily customized Conversational Automation Platform on the market, allowing developers to customize many aspects of the platform through TypeScript.

With this release, Cognigy is opening up our Endpoints (channel connectors), allowing developers to hook into the following endpoint events and manipulate data on-the-fly:

  • Input
  • Output
  • Execution Finished
  • Notify
  • Inject

Inputs coming from various channels can be intercepted and transformed, whilst the same can be done when Cognigy.AI sends replies into the channel.

Cognigy.AI 3.5 Endpoint Transformers

Transformers support all built-in Node.JS features, plus HTTP requests, access to a session cache, logging into the Cognigy.AI logs and more.

Using Endpoint Transformers, developers can create amazing solutions on their own, without needing any involvement from Cognigy.

Examples would include:

  • Connecting new, previously unsupported channels
  • Enable chat handover to any existing agent tool (e.g. Genesys or LiveChat)
  • Filtering incoming messages based on external rules
  • Storing incoming and outgoing messages into compliance databases
  • Translating bots on the fly
  • and many more...

New and Enhanced NLU Languages

Cognigy's NLU researchers are constantly optimizing our industry-leading Natural Language Understanding, adding new languages and adding new features to existing languages.

In Cognigy.AI 3.5 we have added and extended the following languages:

  • Korean
  • Arabic
  • French
  • Japanese (extended features)

Summary

Our solution makes it easier than ever to build, deploy and manage conversational AIs at scale from a centralized conversational platform. Our tools enable business users to develop solutions in customer experience, customer support and process automation, while giving developers the power to customize the solution to their liking.  Cognigy.AI 3.5 adds further to this vision and we’re looking forward to seeing what our customers and partners around the world will build with it. 

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