Last updated 06/13/23 with Cogito 23.06 release

What's New

Employee Experience Score, EX improvements (hidden behind a feature flag)

The existing EX icon representing a negative, neutral, or positive employee experience has been redesigned to better reflect that this is the employee’s experience.

CAI feature improvements

A Supervisor is now able to view all the CAI topics by agent in the Intelligence section (originally limited to 8), with the help of the recently introduced horizontal scroll bar.

New language processing Models

Spanish Experience models, v1

A new set of EAI models designed to provide agents with real-time guidance on Spanish calls that more closely matches the guidance experienced on English calls, has been introduced. Updated models include: Speaking Quickly, Speaking Slowly, and Continuous Speaking.

UK English speech recognition model

Cogito now offers a speech recognition model optimized for UK English speech - generating more accurate transcripts in that context.

Notification API improvements

It is now possible to receive Agent summaries via the updated Notifications API.
Please refer to the Notification API documentation for additional information on the recently introduced agent-daily-summary notification type.