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  • Welcome
  • What's New
  • 🚀GETTING STARTED
    • Login
    • Concepts and Glossary
    • Language Models
      • Syntphony NLP
      • Other NLP and LLM Connectors
      • FAQs
    • Build a Virtual Agent
      • Overview
      • From Scratch
      • By Importing
      • Pre-Built Templates
      • Training task
    • Testing
      • Automated Test
      • Advanced Request
      • Simulate Dialog
      • View Logs
    • Create and manage profiles
  • 💬BUILD DIALOGS
    • Flows
    • Dialog Cells
      • Intent
      • Entity
      • Answer
      • Input
      • Jump
      • End
      • Service
      • Rest Connector
      • Code
      • Rule
        • Variable answers using Code and Rule cells
        • Enable and disable flows using Rule Cells
    • Data Masking of Personal Identificable Information
    • Dynamic Content and Contexts
    • Voice Agent
    • Multilingual Agent (beta)
  • ✨GENERATIVE AI
    • AI features
    • Assist Answer (beta)
    • Examples Generator
    • Knowledge AI
    • Prompt cell
      • Prompt crafting
      • Practical examples
    • Rephrase Answer
    • Zero-Shot LLM
  • 🌐CHANNELS
    • Channels
      • WhatsApp (by Infobip)
      • Facebook Messenger
      • Microsoft Teams
      • Integrating Existing Channels
    • Webchat Plugin
  • ⚙️CONFIGURATIONS
    • Parameters
    • Advanced Resources
    • Other Options
      • Intent Navigator
  • 📊ANALYTICS & INSIGHTS
    • Dashboards
      • Overview
      • Funnel charts
      • User messages
      • Conversations
      • Reports
    • External Analytics Platforms
  • API DOCS
    • Overview
    • API Guidelines
      • Conversation API
      • Cloner API
      • EVG Connector
      • Management API
        • Admin API
          • Bot Admin
          • Environment
          • Organization
          • User
          • Notification
        • Instance API
          • Knowledge AI
          • Knowledge AI NLP
          • Answer
          • Automated Tests
          • Bot
          • Broker
          • Channel
          • Dashboard
          • Dialog Manager
          • Entity
          • Generative Service
          • Intent
          • Parameters
          • Tag
          • Technical Log
          • Training
          • Transactional Service
          • Rest Connector
          • Wait Input
          • Websnippet
      • Webhooks
    • Infrastructure Guidelines
      • Syntphony CAI server Installation guide
      • Maintenance Methods
      • Supported/verified third-party software
    • Data Structure
      • Admin Data Structure
      • Environment Data Structure
    • Voice Gateway
      • Genesys Cloud CX
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On this page
  • Latest Updates
  • February, 2025
  • December, 2024
  • August, 2024
  • June, 2024
  • January, 2024
  • October, 2023
  • August, 2023
  • March, 2023
  • November, 2022
  • October, 2022
  • July, 2022

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What's New

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Last updated 2 months ago

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Latest Updates

February, 2025

List of improvements and bug fixes in this release:

Websnippet

  • Adjusting the alignment of Carousel images

Bot parameters

  • Adjustment to the snack messages interface, allowing the area overlapped by multiple snacks, once closed, to be clickable.

  • Implementation of authentication in Webhooks and correction of the use of OAuth in services

  • Resolution of SSL connection problems between MS Java and Redis

  • Inclusion of the possibility of using debug log with Azure Service Bus

  • Analysis and correction of vulnerabilities pointed out by Sonar and Trivy


December, 2024

Multilingual Agent (beta)

We are excited to introduce the new feature, designed to elevate user experience and expand accessibility. With this capability, virtual agents can now understand and respond in multiple languages seamlessly. This enhancement eliminates the need of creating separate agents for each language, allowing users to interact in their preferred language effortlessly.

Whether your audience speaks English, Spanish, Japanese, French, Thai, or any other , the Multilingual Agent ensures a consistent and personalized interaction across the board.

Logs viewer

The new version release brings to you a in the dialog simulator, designed to empower developers with greater visibility and control over conversation flow. This tool provides real-time insights into conversation execution, making it easier to troubleshoot and optimize agent performance.

With the Logs viewer, developers can:

  • Access real-time visibility of any service errors during simulations

  • Review detailed step-by-step execution for each conversation

  • Use advanced request options to specify users and input values for targeted testing

List of improvements and bug fixes in this release:

Answers repository

  • Application of rich text listing styles

Dialog simulator

  • Full conversation update with library components

Gen AI cell

  • Cell has been renamed "Prompt cell"

Menu

  • Adaptation to keep main menu expanded when selecting a submenu

Notifications

  • Blank space removed in Notifications with minimal content

Websnippet

  • Inclusion of accessibility in buttons for visually impaired users

  • Layout adjustment for cropped images

Answers repository

  • Layout adjustment in response registration field with an out-of-standard frame

  • Rephrasing filter adjustment in answers allowing it to be reset

  • Review of persistence flow when editing a carousel button

Dialog simulator

  • Review of action type editing flow in response templates that were not persisting

  • Adjustments to the display of the "typing message" indicator

  • Text formatting options adjustment

Channels

  • Title change in the edit modal

Dashboards

  • Time correction for messages

Dialog Manager

  • Layout correction for modal display on existing cells

Entities repository

  • Error message adjustment when saving an entity without "value name"

  • Persistence flow adjustment for entities to block the inclusion of records with empty spaces

  • Text area layout adjustment in entity registration

Gen AI (Prompt) cell

  • Tooltip alignment layout adjustment

Intents repository

  • Adjustment in the search functionality behavior, updating the screen after deleting search characters

Knowledge AI

  • Displaying the "Create question" button even when no results are found during the search

Websnippet

  • Scroll button visibility adjustment

Code Maintenance

  • Removal of code validation in rule and code cells during flow execution

  • Removal of deprecated endpoints and methods across all projects

Dependencies

  • Removal of eva-channel dependency on eva-infobip and eva-automated-tests

Library Updates

  • Replacement of the @Schema annotation from the Swagger library

  • Replacement of the @GenericGenerator annotation with @UuidGenerator

Project Migration

  • Migration of eva-cockpit-v2, eva-cockpit-v2-lib, and eva-cockpit-websnippet projects to Angular 17

Security Vulnerabilities

  • Analysis and remediation of vulnerabilities identified by Sonar and Trivy


August, 2024

List of improvements and bug fixes in this release:

Dashboards

  • Layout tweaking when selecting many tags in a funnel step

Knowledge AI

  • Training button has been restricted to the Knowledge AI page

Login

  • Improvements to the rerouting flow on the login screen

Training

  • Permission to change intents/entities during training implemented

  • Training button has been hidden when there is no new content to be trained

Webchat plugin (websnippet)

  • Additional open context parameters have been added

Knowledge AI

  • Error message when importing documents fixed

  • Adjustment made to avoid overlapping messages when deactivating Knowledge AI

Login

  • Redirection after logout has been adjusted

  • Display of errors when trying to log in with organization as parameter fixed

Training

  • Layout of the dialog simulator on the training screen fixed

Webchat plugin (websnippet)

  • Documents are now displayed as links instead of text

  • Page scroll adjusted to remain enabled after chat is closed

  • Secret expiration when chat is closed has been prevented

  • Images in Firefox have been fixed to avoid cropping

  • Scroll button adjusted to not disappear

  • Open context maintained in all flows

Knowledge AI

  • Deprecated automated-learning-related endpoint removed

Analysis and Vulnerability fixes


June, 2024

We are happy to announce the latest updates, designed to enhance user experience and strengthen data security. These new features include advanced data protection, seamless integration with Azure Open ID, enhanced voice channel configurations, an improved user interface, and expanded channels options.

Data Masking

Integration with CISCO VXML

Login with OpenID

Knowledge AI

These new improvements allow the system to consider previous interactions, providing more accurate and relevant answer to end-users. You can set the number of past interactions to be taken into account, ranging from 0 to 5, ensuring that follow-up questions are understood in context.

Voice Gateway

Notifications

We're introducing a mini product center to keep you up to date with the latest features and events, so you don't miss out on important updates!

New Navigation Systems

Menu

Experience a whole new way of navigating through eva. We're introducing a new navigation structure to help you navigate through the sections and find what you need faster with new sections and a more logical clustering, and the option of pinning your most accessed and/or favorite sections on top of the menu.

Channel Library

Plus, we have added new channels to our library:

  • Wechat

  • Kakao

  • Line

  • Instagram

  • Amazon

  • Connect

  • Genesys

  • Odigo

  • Twillio

  • Infobip Conversations

  • Naka

  • Digital Humans

  • Slack

List of bug fixes and other improvements in the June release:

Parameters

  • Bug resolution on the Parameters screen (env and bot).

  • Error when registering environment parameters corrected.

  • Content type body validation and rest connector cell output adjusted.

  • Sliders changed via input.

  • Snack message after parameter slider change corrected.

Training

  • Training status bar adjusted to be behind the menu.

  • Activation of the training button after document removal.

Rest Connector

  • Problem with editing rest connector with key/value fixed.

  • Tooltip in the body of the rest connector displayed correctly.

Websnippet

  • Switch enable/disable corrected.

  • Source adjusted to reflect on the site.

  • Text URL error resolved.

  • Images now render correctly.

  • Smartphone styles corrected.

KnowledgeAI

  • KAI training page adjusted.

  • Hover message on create question button fixed.

  • Remove duplicate image button set.

User List

  • User screen repositioned correctly.

  • Remove duplicate image button fixed.

  • Dropdown of list options adjusted.

Login

  • Automatic logout after inactivity fixed.

Flows Repository

  • Drop down flow creation adjusted.

  • Title of the user journey flow modal corrected.

Answers Repository

  • Template files aligned correctly.

  • Response modal buttons aligned.

Snack

  • Hover message in the dropdown of the "Create bot" screen adjusted.

  • Snack message after slider change fixed.

Parameters

  • Adjustment in the registration of synonyms in the incorrect field.

  • Adjustment to the enable/disable switch when closing the confirmation modal.

Training

  • Adjustment to the column name in the training list for non-clever bots.

Entities Repository

  • Adjustment in the registration of entities with blank fields.

  • Adjustments to the entities screen for viewer users.

  • Improvements to the filter refresh entities screen.

  • Data visualization of saved entities (Watson/DialogFlow) corrected.

Rest Connector

  • Improved authentication with RestConnector.

  • URL validation for audio and image responses adjusted.

Websnippet

  • Angular Material version update

Create Bot

  • Bot name in the adjusted language field.

  • Channel modal maintained correctly after change.

  • Registered image preserved when editing bot.

Dashboard

  • Inclusion of seconds in conversation and message reports.

  • Tag funnel configuration adjusted on the create funnel page.

Login

Logout adjusted after closing the NPS modal.

Answers Repository

Quick reply registration adjusted.

Zero Shot

  • Zero shot entity parsing adjusted.

  • Automated tests for LLM bots created.

  • Adjustments to prompt and intent post-processing to reduce content filter errors in zero shot bots.

Voice Gateway

  • Genesys Interaction ID for Conversation Tracking added

  • Improvement in audio recognition, through a circular audio buffer for Speech to text

  • Custom codec configuration via DNIS

  • G722 codec support

  • Revision of the cockpit NPS micro.

  • Change in the logs of lib eva-adapter-security-checker.

  • Spring version update.

  • Removing deprecated methods from eva-rest-client.

  • Resolution of the caching problem (eva-web).

  • Standardization of all types of chat logs (flows and cells) to include specific data.

  • Improved logs for Jaeger (eva-technical-log-lib).

  • Correction of endpoint permissions (eva-web).

  • Saving the name and UUID of the flow in the user interaction.

  • Implementation of refresh scope in AI services

  • Removal of the last 5 user messages from the session table and caching (eva-broker).

  • Improvements in connection maintenance with the messaging service.

  • Implementation of the NPS service.

  • Vulnerability analysis.

  • Adjustments and revisions to the structure of AI unit tests for integration with Sonar.

  • Implementation and correction of the AI SAST structure.

  • Adjusting Sonar permissions in AI service pipes.

  • Creating users in RabbitMQ via HELM for IA services.


January, 2024

After months of dedicated work, our product team is thrilled to unveil a wave of transformative features harnessing the power of generative AI technology. From adding dynamism to conversations, to assist you in crafting and enhancing text effortlessly. Dive into the capabilities that will help you in a more efficient and advanced conversational experience.

Find out what's new in this latest release:

Zero-Shot LLM Model

This feature makes use of pre-trained language models from LLM (Large Language Model) and OpenAI to assist the engine identify relevant intents without the need for explicit training utterances, significantly simplifying and reducing the process of training your virtual agent.

Rephrase Answer

Assist Answer

Knowledge AI

You can upload a TXT or a PDF file to extract insights for your virtual agent. It has the ability to read images with text (except illustrations), update the file while retaining all questions previoulsy linked to the document, and track user journeys through tags.

Extensions

New improvements were made available to be enabled/disabled in this section — Prompt cell, Rephrase Answer and Assist Answer.

Parameters

New thresholds parameters added to this release to configure the request timeout behavior of the Generative AI services.


October, 2023

Web chat customization

Examples Generator (beta)

Speed up your knowledge base creation process by automatically generating a list of context-related utterance examples for each intent with this exciting feature.

Dashboards - Funnel charts

Add extra features to enhance performance

Filter by tags

Introducing a new filtering option in Dashboards, leveraging tags added to cells and flows in the Dialog Manager. This feature offers a precise way to analyze specific scenarios, simplifying the performance analysis of your virtual agent.

Audio Interactions

Our platform is equipped to understand audio when users communicate through channels that support audio recordings. This feature allows you to engage with users via audio interactions, enhancing accessibility. It's designed to work across all audio-compatible channels.

Trial Accounts

Trial accounts created in the Try Syntphony Conversational AI environment offer a seamless transition to a production upgrade with just a single click. This can be accomplished by purchasing a license, enabling team members to retain all the content they've diligently crafted during the trial period.


August, 2023

Prompt cell (beta)

This new cell for generative content is a versatile tool with many use cases. In this cell, you can enter a prompt, which may use any existing parameters or user input's text as part of it, to process inquiries, create answer variations, and format your inputs into specific formats.

  • Rewrite texts for your answers

  • Process your user's input and store it in the format of your choice, such as JSON or other technical structures, based on your specific requirements.

  • Engage in freeform conversations with the language model by utilizing user input for inquiries.

  • Infer intents and needs regardless of the NLP's configuration, allowing for diverse, generic zero-shot integrations with Not Expected flows redirecting to the appropriate flow based on user text parsing.

  • Generate tailored texts based on available or missing user information.

  • Validate inputs, make sure they are in the correct format, and display text with only specific fields.

  • Literally anything a LLM tool can provide you with.

Rest Connectors

Previously, you could use Transactional Service Cells to make requests to a Webhook of your own, which allowed you to some extent integrate submissions of data into your webservice through headers. Now, this new service cell comes with an integrated authentication step, allowing you to use any of the market standard authorization types to proccess any type of request.

Agent Templates


March, 2023

Dashboards

Among others, the new dashboards bring data and gather insights about:

  • Full Conversations

  • Message details

  • Confidence score

  • The NLP and/or Knowledge AI (Automated Learning) response

  • Satisfaction

  • Duration

  • Channels

The Voice Gateway ("VG")

Amazon Lex Integration

OpenAI’s GPT-3 integration

Syntphony CAI is using this powerful new tool so you can improve the way you manage the Not Expected answers and deliver much more dynamic and accurate answers in real time, giving users an amazing experience and speeding up the creation of your conversations.

Improvements in Welcome and Not Expected flows

Agent Templates

Improvements in Code and Rule cells

Fixed issues

Delete Jump after editing the flow name

Inconsistencies when creating Service cells

Deactivate System Entity

Disconnected cells (ghost cells)

Edit Code and Rule cells after a Service cell

Other minor bug fixes

Usability improvements

Enhanced password recovery page

Look & feel improvements like:

  • New headers with breadcrumbs to improve navigation between Organization, Environments and Virtual Agents

  • New sidebars

  • New empty states for when there is no data to display with instructions and additional information

  • Enhanced Import/Export page

Setting Automated Learning chart sampling for Automated Test

New eva keys accessibility

New feedback messages


November, 2022

  • New instance API conversation endpoints

  • New Infobip, Google Assistant and Facebook API endpints

  • New error codes in instance conversation API


October, 2022

Dashboards

  • Metrics fot total conversations, total messages, total of users, percetage of accuracy, top 10 intents, and top 10 flows.

  • A comparative data from the previous period, so you can quickly see how the virtual agent has been performing.

  • Quick-filters to switch the charts data visualization

  • More details and specifics such as occurrences by channel and total executions on the period by just hovering the bars and lines on the charts

  • Filters by period (analyzes data up to 12 months) and by channels

  • Export your dashboards as PDF

Sort and Pagination

For a better experience, we added new ways of navigating on the repositories. Now you can sort items by name, modification date, or type. This is also useful to help you search using this filters.

Other possibility added to this release is pagination, to help control how many items are displayed per page. Choose if you want to see from 50 up to 100 items on the Flows, Intents, Entities, Services, and Answers repositories.

Improvements when Importing and Exporting Virtual Agents

In the latter, it’s like moving the virtual agent from one environment to another (from dev to prod, for example), without the need of creating a whole a new agent every time you change it in a different environment.

Improvements in Knowledge AI (previously known as Automated Learning)

  • Sort and Pagination to give the user a better navigation experience on all repositories


July, 2022

Organizations and Environments

Syntphony CAI brings a solution that will allow users to manage Organizations and Environments on the same page to bring more operational efficiency. Now you won't need to open different pages in the browser with different login accounts.

This also means more flexibility to create different Environments (dev/test/prod, for example) within these Organizations, according to the project strategies. At the permission level, Admins can also set different user access levels and define their roles for each environment and the virtual agents therein: in other words, the same user can be editor in environments A and B and a viewer in another environment C, for example.

In practical terms, it helps reduce time to market, as you’ll also be able to quickly perform the deployment process and speed up updating to new versions.

Agent Templates

Search within the Dialog Manager repositories

Profiles and roles

Our platform is equipped to understand audio when users communicate through channels that support audio recordings. This feature allows you to engage with users via audio interactions, enhancing accessibility. It's designed to work across all audio-compatible channels.

To enhance the security of PII (Personal Identifiable Information) data within the platform, we're introducing a feature that activates . This feature reduces the risk of data breaches and enhances compliance with privacy regulations.

The and Syntphony Conversational AI enhances the operational efficiency of Contact Centers. This integration leverages the sophisticated telephony and contact center capabilities of UCCE, combined with the intelligent automation features of Syntphony CAI. Additionally, users can now configure phone numbers for voice channels like VXML directly from the channel library.

Users can now (if enabled), providing a seamless and secure authentication process. This integration supports single sign-on (SSO) capabilities, reducing the need for multiple passwords and simplifying user management for IT administrators.

We are introducing enhanced contextual understanding in .

Now you can set up default error handling, timeout configurations, TTS (text-to-speech), voice menus, DTMF menus, and voice handover settings for smooth transition calls to human agents when necessary .

Another significant improvement made was in the section navigation! With this update, we've restructured the library to enhance usability and intuitiveness, ensuring that users can effortlessly find the integrations they need.

The classification is a task that enables the model to classify intents during runtime, even if they have not yet been trained, using semantic similarity.

Empower your virtual agent's answers with real-time ! Enhance user engagement by tailoring responses based on context and emotions for a more natural conversational experience.

A that makes it easier for conversational designers to create or enhance answer with the help of generative AI. You can generate text based on a simple instruction or with one single click: expand, reduce, or improve text, fix spelling and grammar or change tone. Available in the text template for all channels.

A solution that transforming documents into a structured and easily accessible content. doesn't rely on conventional intent-based model to identify user questions to provide answers, which makes it ideal for FAQs, product descriptions, institutional content, manuals, chit chat, etc.

Integrate conversational AI into your website, app and mobile channels. Whether you want to enhance customer satisfaction or simplify user interactions, Syntphony Conversational AI enables you to create a personalized solution that perfectly matches your distinct brand identity, ensuring a dynamic user experience.

The empowers writers to quickly generate multiple sentences using the provided context. By effortlessly creating sample utterances for your intents, you'll turbocharge the training process, making it faster and more efficient than ever before.

Open the power of in your Dashboards: gain insights, make data-driven decisions, and optimize user experiences effortlessly with valuable insights about your conversations. The newly added section to our Dashboards will help you better understand the conversation journey, drop-off points, and A/B testing.

We've added the new section, to enhance your virtual agent's capabilities. A variety of advanced features can be enabled with a single click. Stay tuned for upcoming features.

Refer to the to learn how to integrate it.

The recent rise of Large Language Models (LLM) technologies, such as OpenAI's ChatGPT, has unveiled a remarkable potential in harnessing the power of NLP. The new will empower you to unlock all this potential with its awe-inspiring transformative capabilities.

To help you understand how it works better, we recommend accessing its , which provides a brief and detailed explanation of its features and how-tos. In summary, you can:

We've added yet another cell that will allow you to integrate literally any API you need, the .

A new was added to our list. These are pre-built and ready-to-use virtual agents to help establish a base for building conversations for Airlines, a collection of 19 flows focused on travel services in 3 languages: English, Spanish, and Portuguese.

This release includes new dashboards with sections for , , and .

The new evg-connector allows you to create voice agents within Syntphony CAI, that means that no external platform is needed. Now you can easily implement and automate virtual agents using text and audio answer templates in Dialog Manager, integrated to a .

We have added another NLP to our list! If your knowledge base is based in Amazon Lex, you can to create flows and manage all the user conversational journey.

Improvements in and flows that offer new possibilities according to the channel being used. You can add new cells to these flows to, for example, segment different user groups using rule cells and deliver a different welcome message for each group. You can also use rule cells to set your virtual agent to deliver different Not Expected answers for different segments of customers. .

A new was added. These are pre-built and ready-to-use virtual agents to help establish a base for building conversations for C-commerce, a collection of 19 flows focused on e-commerce services in 3 languages: English, Spanish, and Portuguese.

your flows using Code and/or Rule cells.

Improvements in added to this version:

A new feature is available, providing key metrics that will help you analyze if the virtual agent is successfully performing and achieving your business goals. With this new feature, Syntphony CAI gathers and charts specific data and easily custom them the way you want.

The new section includes the following:

In this new release, we bring some improvements in the way you your virtual agent: now you can choose if you will import it with a new ID or if you want to keep the same ID from the previous environment.

You can also an existing version, updating all changes made in parameters, channels, workspace, repositories, and Knowledge AI, or restoring a backup.

We also added a new shortcut in a pop-up menu to import and and update the virtual agent directly on the main page.

Now you can add questions to disabled documents in and choose if you want to activate or leave them deactivated.

: Release of the new Dashboard - Overview, Syntphony CAI gathers and charts specific data you need, and easily custom data the way you want to see.

improvements: Ability to choose between importing the virtual agent as a new one with the same or a new and unique ID, or to update (replace). This option won’t change the ID.

improvement: Allows creating questions in disabled documents.

New were added. These are pre-built and ready-to-use virtual agents to help establish a base for building conversations for Help Desk (a collection of 21 flows focused on ticketing services) and Telco (collection of 25 flows focused on Telecom services).

Searches for specific cells (intent, entity, answer, service), flows, AL documents or AL questions through extensive lists on the repositories in Dialog Manager, by .

We have updated the profiles and roles definitions to better respond to our users' needs. From two types in the previous version, we have now five different types: owner, admin, supervisor, editor, and viewer. The idea is to allow a better understanding of the roles of each user in each project and, thus, define their access levels and permissions across all Syntphony CAI resources. .

Multilingual Agent
supported language
Logs viewer
data masking for the virtual agent
new integration with CISCO VXML
Knowledge AI
directly from the interface
Channels
Zero-Shot
rephrasing
new feature in the Answer Cell
Knowledge AI
webchat
Example Generator
Funnel charts
Extensions
Prompt cell
dedicated page
Rest Connector cell
Agent Template
User messages
Conversations
Reports
voice channel
Agent Template
Branch, enable and disable
Conversation API
Dashboard
Overview
Knowledge AI
Dashboards
Import and Export
Knowledge AI
Agent Templates
typing the name of the item on the search bar
Read more about all the possibilities
See new definitions
log into our platform directly from their Azure organization
Welcome
Not Expected
import
update (replace)
export
integrate it to our platform
API Guidelines
New Product Notification area
Image illustrating the notifications feature