Crescendo Technology Platform Release Update

Crescendo CX Voice Assistant

Crescendo CX Voice Assistant provides an inbound phone calling experience for the CX Assistant.  The voice assistant uses the same core Crescendo CX Assistant settings (behavioral prompt, context, handoff) along with additional parameters that appear on the CX Assistant settings page.

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All CX Voice Assistant conversations are captured, transcribed, summarized and scored for customer satisfaction.  They are available to review and playback in the Conversation list for the Crescendo platform administration.

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Contact Guidelines

Contact collection guidelines provide an extensible AI prompt to allow for more sophisticated contact collection behavior.  Within this prompt you can program advanced logic and conditions for collecting information and setting dispositions.

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CX Messaging Assistant Feedback

This optional CX Assistant feature provides a feedback capability allowing the user of the CX Assistant to give feedback on a specific answer.  This is an optional feature, turned off by default, that can be enabled in the advanced settings.

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New Integrations

FreshService email response by CX Email Assistant (pre-release)

Zendesk email response by CX Email Assistant (pre-release)

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Minor updates

• Better handling of conversation context: Improve RAG query by taking into account previous messages if needed
• Feedback UI updated to apply correctly when it’s on earlier answers
• Link to KB article from source to make it easy for administrator to trace and update
• Showing CX Assistant conversations in a drawer next to the Settings and Test drawer to make it easier to navigate back and forth while doing maintenance
• Fixed refresh defect on tester
• Ability to navigate into Conversations, Feedback & Assistant Dashboard from both Assistant and Dashboard Views
• Enable support to route Chat conversations by multiple Zendesk Brands for a single Tenant
• KB improvements, Zendesk Help Center import toggle now auto-saves once enabled and cancel button is enabled to stop bulk actions.