Integrations

The following changes have been made in integartions.

Event-driven integration (EDI) framework

It's now possible to set the language used for the conversation's prompts based on the response data. You can set the language as any of the built-in prompt languages of Contact Pro.

When specifying the format for a JSON request value, you can now manipulate strings by Base64-encoding and decoding them.

AI analysis

It's now possible to customize the AI analysis done based on call transcription by specifying the instructions given to AI.

This makes it possible, for example, to:

  • Add a new field to the AI analysis called Call reason and derive the reason from the call transcript with a short explanatory description.

  • Highlight any billing issues in the summary.

  • Adjust the call summary length based on the transcript length. Keep summaries brief for short transcripts, and for longer transcripts ensure the summary highlights all key points.

In addition, the AI model used has been updated to improve results.

SAP C4C V2 integration enhancements

  • Automatic upload of post-call AI analysis: Large language model (LLM) has been updated, and SAP analysis has been improved.

  • Automatic case creation during bot interaction: Cases are now created automatically during the initial voice bot or chatbot interaction using Chatlayer.

  • AI-powered email handling and C4C synchronization: SAP has implemented email integration on their side, completing the flow.