Intelligence Engine 1.3 Release Notes
Enhancements
Create and Manage Real-Time Checklists
The 5.34.1 release of Bright Pattern Contact Center introduced support for Real-Time Checklists, a new way to provide agents with relevant, real-time guidance during live interactions. Checklists leverage either grammar or AI Intents from the Intelligence Engine to manage and track agent actions based on the content of the interaction. When the Intent associated with a checklist item is detected, it is automatically marked as complete.
The Intelligence Engine now includes an interface for managing the association of services with Real-Time Checklists. All checklist activity is logged for reporting and is used to calculate agent adherence scores. To help you monitor how closely agents are following these scripts, you can create analytics dashboards that track checklist activity and adherence.
You can assign weights to checklist items based on their importance, group them into areas for more detailed reporting, and use conditional logic to hide items when they are not relevant. Items hidden by conditional logic are automatically excluded from the score calculation.
Improved Real-Time Suggestions Overview
To simplify the management of real-time guidance configurations, the Real-Time Suggestions overview page now only displays services with associated Real-Time Suggestions. This makes it easier to manage your real-time guidance configurations. To get started with checklists, see Real-Time Suggestions Suggestions.
Error Monitoring for Real-Time Suggestions
A new column has been added to display the number of agent segments that experienced errors during real-time processing over the last seven days. These errors may be due to configuration or provider-level issues. If the error count is greater than zero, you can click the number to download a detailed list of the errors.
Configure Additional Instructions on Summary Templates
Summary Templates have been improved to include new Prompt Header and Prompt Footer fields. This allows you to add universal instructions that apply to all summary topics, such as formatting rules or language requirements (e.g., "Use gender-neutral language"). The header appears before the topic prompts, and the footer appears after. Both fields are customizable and support the $(language) variable for dynamic language insertion based on your contact center's settings.
Use Your Own AI Accounts in the Intelligence Engine
You can now configure the Intelligence Engine to use your own AI Provider Accounts for AI processing. In Intelligence Engine > Settings, two new properties have been added: AI Account for Historical Analytics and AI Account for Real-Time Analytics. These settings allow you to select your own AI Provider account instead of using the system's default account. This provides greater flexibility for compliance and vendor management.
Maximum Prompt Length in Summary Templates Increased
The character limit for prompts in the Summary Template Editor has been increased to 500 characters.
Interaction Search Displays Detected Language
When reviewing an interaction in Interaction Search, the language detected during the interaction is now displayed on the 'Transcript' tab.