CVG 1.8.0 (24-Feb-2021)

One of the core ideas of CVG is that you build and connect your voice applications with your favorite apps and tools. Regarding “build” we’ve already made available various major Speech-to-Text, Text-to-Speech and Conversational AI frameworks. We are proud to simplify “connect” now by the newly introduced concept of integrations. Integrations automate the tedious part of your process so you can focus on what’s important – building great voice applications like virtual agents and assistants.

Speech analytics by voiXen and webhooks are the first integrations provided by us. Others will follow on your demand.

Furthermore we have improved the assist API to support more advanced assist uses cases. And last but not least, the project view in our console (UI) has been revised and made clearer.

CVG integrations

VoiXen Integration

With the integration of voiXen into CVG speech analytics is made available for quality improvements of voicebots. Dialogs with a voicebot can be evaluated and improved based on call recordings. Because just as we can train and coach human employees with speech analysis to improve customer dialog, the dialogs with a voicebot should also be constantly optimised. To do this, potential improvements are identified and made available to AI trainers and bot developers. Thanks to speech analytics, this can be done automatically.

Speech analytics by voiXen for voicebots is available to all our customers regardless of used Speech-To-Text, Text-to-Speech Engines and Conversational AI Framework.

Check our documentation to get more information about the integration of voiXen speech analytics.

Webhooks

webhooks logo

Use outgoing webhooks to gather information about dialogs and integrate with external services. Once configured, events will fire to your URL(s) and can be used to create applications for various purposes, such as notifications and reporting.

Call for Feedback

We have introduced Webhooks to make it easier for you to connect to external systems. Please send us your feedback to customer-care@lindenbaum.eu on how we can further develop this so that you can benefit even more from it.

Check our documentation to get more information about our new Webhook API.

Improved Assist API

With CVG not only virtual agents, i.e. voicebots, can be built, but also human agents can be supported during the call. We call it Agent Assist use case.

For Agent Assist, CVG provides live transcriptions during the call between caller and human agent. These live transcriptions serve as the basis for your assist functionality, e.g. to identify intents and provide real-time step-by-step assistance.

We have now extended these live transcriptions for the Agent Assist use case:

From now on, you control when the transcription should start and stop via the CVG API. Restarting is also possible. For example, live transcription can be stopped while the agent has a consultation with his supervisor and the caller is listening to music on hold.

Furthermore, it is now possible that not only the caller’s channel is transcribed, but also the agent’s channel. This gives you the option to also use the agent’s responses for assist functionality or to store relevant transcription snippets, e.g. of orders, directly in your CRM.

For more information about the Assist API, see the Assist use case description and our API documentation.

UI: Improved Project View

cpv console new project view

The tabs in our redesigned Project View in the Console (UI) simplify navigation between the different sections containing settings and information about a CVG project. A new Integrations tab has been added to configure the new integrations mentioned above.