Intelligence Engine 1.2 Release Notes
Known Issues
If you’ve used Intelligence Engine before, some individual pages may start displaying an “Object doesn’t exist” error after the update. To resolve this, you will need to clear your browser cache:
Note: clearing your cache may log you out from the websites you are using.
Enhancements
The navigation menu has been reorganized for improved usability. The new structure includes the following sections: Products, Tools, Insights & Analytics, Interaction Search, and Settings. Service assignment is now configured in the Products section.
New Categorization Product Page
The Categorization Product Page has been significantly updated to improve the user experience. The most valuable changes include:
- Simplified service list: Now you see only services with categorization configured - no need to apply filters manually.
- Enhanced setup wizard: A detailed wizard guides you through configuring categorization for new services.
- New Status indicators: You can now easily view and control the categorization status (Running or Paused) for each service. In addition, you will see an alert icon if there are errors in the configuration like disabled transcription for voice services, or no category sets assigned.
- 7-day metrics: Previously, there was no clear visibility into how many interactions had been categorized. This data is now available, along with a list of any errors encountered during processing available for download.
- Improved group operations: Bulk actions have become more convenient and intuitive.
Updates for other Product Pages will be announced in future releases.
Updated Past Processing for Categorization
Two operations - Recalculation and Past Processing - are now available in one unified Past Processing wizard. By selecting types - Failed, Outdated, or Uncategorized - you may now choose to analyze additional interactions, or simply recalculate existing ones that were affected by changes in the Category Sets.
The progress bar not only shows the number of interactions processed, but also the number that failed categorization, with the option to download a list of exact errors.
In the event of multiple errors, you can now interrupt processing with the Cancel button.
The change is applied to the Categorization feature only. Updates for Autoscoring will be announced in future releases.
Support Any Speaking Party for Grammar Intents
To simplify intent configuration and reduce duplication, a new ANY speaker role has been introduced. Previously, users had to define identical patterns separately for both CUSTOMER and AGENT, which increased setup time and clutter. Now, using ANY: before a pattern (e.g., ANY: "hi") allows the rule to match regardless of who is speaking, streamlining configurations.
AI Integration Supports Claude from Anthropic
You can now use Anthropic's Claude-family of AI models for summarization, discovery, and extracting AI-intents.
Contact your service provider about enabling Claude for your Intelligence Engine features.
Custom AI Gateway
In addition to the Anthropic integration, you can use any AI providers compatible with the OpenAI Chat Completions API specification.
Contact your service provider to discuss AI provider options.