More than 75% of customers are more likely to return if support is in their own language – CSA investigation

We all agree that customer-centric experiences are critical for companies to stay ahead of their competition; by the way, even employees’ experiences play an equally crucial role. But the missing piece of the puzzle is: how do you best enhance the experiences? Technology plays a major role; AI-first virtual assistants and process assistants help you automate front office and back office interactions to optimize experiences.

The Experience Optimization (XO) Platform is a no-code platform that allows business users to develop fully featured virtual assistants and process assistants without writing a single line of code. The latest platform release v9.1 has many enhanced features and updates to offer.

Let’s get into the new release –

Effortlessly develop multilingual virtual assistants

Improve your customer and employee experience by communicating with them in their preferred language. With the latest platform update, you can automatically enable multilingual virtual assistants. You only need to train the virtual assistant in one of your preferred languages, and the language independent NLP models start to engage the users in more than 100 languages. You can also use automatic translation of the answers via translation services from Google Cloud or Microsoft. Knowing more supports 100 languages-1

Optimizing Performance with Conversation Tests

End-to-end validation of the assistant’s skills ensures the best experience for the customers and improves ROI. The conversation testing tool allows you to validate the virtual assistant’s interaction flows across the intents of dialogs and knowledge graphs. Record the test cases, execute them and analyze the test results. Knowing more

Conversation Test Tool

Efficiently manage the Knowledge Graph intent lifecycle

There are times when you don’t want to present certain information to your users. For example, changes to company policies, unavailability of certain products and services, etc. To help you achieve this, Knowledge Graph now supports disabling selected nodes or FAQs that are invalid for a period of time. Re-enable these intents when you need them and also use the new API to sync the FAQ status of your content management systems. Knowing more

Feature Improvements

  • The Webhook channel has a new version of the APIs (version 2.0) with standardized request and response formats. This release includes a web client for the Webhook channel.
  • The speech channel fault currents are standardized to invoke the call termination.
  • The virtual assistant definition files now support version compatibility checks to prevent imports into incompatible application versions. These checks only apply to the on-premises installations with different application versions in different environments.
  • Slovenian is now supported as the default language.

Read more about version v9.1 here.

If you’re looking for a unified solution to design, build, test, deploy and manage AI-first virtual assistants yourself, visit We also offer ready-to-use Products for optimizing the customer experience, the employee experience, and the agent experience.

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