What's New in IntelliService

IntelliService is AI-Powered platform to unleash your marketing, sales and service excellence.

This page summarizes new key features and improvements in the IntelliService.

Release v12.1.7

Here are the key highlights of this 12.1.7 release.


General	Updated to version 12.1.7 from version 8.4 to align with version number of Unica. Added multi-lingual support for 13 languages, which include French, Spanish, Russian, German, Chinese, Italian, Japanese, Serbian, Greek, Dutch, Polish, Hungarian, and Turkish. Fixed the issues in the importing and exporting of projects, flows, and intents within the application.
Conversational Designer	Introduced two new nodes: an input capture node and a feedback node. Input capture node consisting of multiple components such as a date picker, contact number, consent capture, text field, etc. to collect end user details during a conversation. Also added provisions to accept files or data of any format from multiple sources, and upload such files to any external system. Feedback node to capture user satisfaction anytime during a conversation. Introduced timer-based trigger to execute the flows based on the set date, time and frequency. Timer based trigger is developed with flow recurring frequency, start date, end date, start time and end time, and timezone.
Virtual Agents	The revised complete UI of virtual agents and its multiple components including personalized theme section. Introduced the concept of grouping projects in virtual agents for better responses to users of different segments, business functions, and persona.
Cognitive Search	Enhanced cognitive search with short answers and the most relevant part of the search result to the user. SmartFAQ Web crawling allows the user to crawl FAQ sections on websites to extract FAQs for chatbots. Included a keyword search option to allow users to search for keywords. Enhanced analytical model to extract tabular data from documents for better search results. Improved search model to ignore navigation menu items from websites and remove repeated characters from search results. Added view more and view less options for the user to view both short and long answers.
Dashboard	Added a download button to download the reports for conversational and cognitive metrics based on the selected time period. The metric report is available as excel sheet containing the user conversation data in IntelliService.
User Management	Enhanced the user management page with simplified permissions to create role-based access.

Known Issues


Issue ID	Known Issue
ITSA-12854	The accuracy of the cognitive search responses will vary between 60%-80% depending on the document content and keywords in the search queries and whether similar content is repeated in multiple documents and multiple sections of same document.
ITSA-12903	SmartFAQ model may return slightly irrelevant FAQ responses or slightly irrelevant ambiguity options when only 1 or 2 FAQs are added for a topic but the queries asked span across multiple aspects of the topic.
ITSA-13010	The cognitive search responses presented to the user is currently missing the formatting required to improve the readability of the responses.
ITSA-13071	The cognitive search responses in chat window may display HTML tags when the responses consist of few characters.
ITSA-13073	Imported flow involving usage of "flow" action node requires manual intervention to open the "flow" action node, select the flow to be triggered from the "Flow Name" drop-down, and save the "flow" action node to enable the proper triggering of the other flow from the imported flow.
ITSA-13074	Modifying the parameters of the HTTP node in the flows may freeze the browser for sometime.
ITSA-12573	It is recommended to use Google Chrome browser for working in the HCL IntelliService admin portal and for interacting with the web-based virtual assistant. Users may face UI issues while using browsers like Safari and Mozilla Firefox etc.
ITSA-11622	In this release, temporarily suspended the support for Microsoft Teams integration and Agent transfer features.
ITSA-12440	The translation of flows from English to other languages may not be accurate as the values of certain fields of some of the action nodes are also getting translated which is not intended.