Release notes |
Release Date |
EOS |
EOM |
EOL |
---|---|---|---|---|
Release 3.3 |
01/2012 |
06/2013 |
06/2014 |
06/2015 |
Release 4.0 |
12/2013 |
05/2015 |
05/2016 |
05/2017 |
Release 4.1 |
06/2014 |
11/2015 |
11/2016 |
11/2017 |
Release 4.2 |
12/2014 |
05/2016 |
05/2017 |
05/2018 |
Release 4.3 |
09/2015 |
02/2017 |
02/2018 |
02/2019 |
Release 4.4 |
03/2016 |
08/2017 |
08/2018 |
08/2019 |
Release 4.5 |
09/2016 |
03/2018 |
03/2019 |
04/2020 |
Release 4.6 |
03/2017 |
08/2018 |
08/2019 |
08/2020 |
Release 4.7 |
10/2017 |
03/2019 |
03/2020 |
03/2021 |
Release 4.8 |
04/2018 |
09/2019 |
09/2020 |
09/2021 |
The last date to order the product. The product is no longer for sale after this date
The last date that Eudata may release any final software maintenance releases or bug fixes. After this date, Eudata will no longer develop, repair, maintain, or test the product software.
The last date that Eudata provides support. After this date, Eudata will no longer maintain the product software.
WCS 4.2 / WCS 4.3/ WCS 4.4 / WCS 4.5/ WCS 4.6 |
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Operating System | Databases | CISCO | GENESYS | AVAYA | MICROSOFT | IP PHONES | ALTRO |
Linux 32bit (reccommended RedHat/Centos) | MySql | Cisco Call Manager 5.x | Sip Server genesys 6.x | CM 3.0 (audio only) | Microsoft Lync 2010 | CP X-lite 4 | ACME SBE |
Linux 64bit GLIB 32bit (reccommended RedHat/Centos) | Oracle | Call Manager 6.x | Sip Server genesys 7.x | Microsoft Lync 2013 | CP Eyebeam 1.5 | Asterisk 1.4 | |
Call Manager 7.x | Sip Server genesys 8.x | CP Bria 2.4 | Asterisk 1.6 | ||||
Call Manager 8.x | Stream Manager 6.x | CP Bria 3.x | |||||
Call Manager 9.x | Stream Manager 7.x | CUVA | |||||
Call Manager 10.x | Media Manager 8.x | CUPC | |||||
CCE 7.x | IW 8.1 | Cisco skinny phones | |||||
CCE 8.x | WDE 8.5 | ||||||
CCE 9.x | |||||||
CCE 10.x | |||||||
CCX 9.x | |||||||
CCX 10.x | |||||||
SQL Server 2013+ | CCX 11.x | Microsoft S4B 2015 |
Area |
Functionality |
Note |
NLP |
Lexical analysis |
These 4 levels of analysis and comprehension of text are automated and integrated inside any solution based on the Cogito technology |
Grammatical analysis |
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Syntactic analysis |
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Semantic analysis |
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Entities recognition |
Automatic recognition of persons, products, companies, organizations, not based on closed lists but on inference |
|
Normalization |
Recognition of language constructs as: homonymies, synonyms, hyperonymies, hyponymies… |
|
Integration through the natural Language |
By means of the functionalities described above, Cogito enables the platform to the interaction in the natural language, to give the user an advanced experience that is not based on pre-determined Patterns for dialogues recognition and development |
|
NLP Personalization |
The interaction modality in NPL is customizable through Cogito Studio: this way the system is able to evolve through the changements of the customer needs |
|
Supported Semantic Engine |
|
IBM Watson will be supported Soon |
Supported languages |
Supported languages |
12 supported languages: Italian, English, French, German, Spanish, Arabic, Korean, Chinese, Hebrew, Polish, Dutch, Greek |
Level of coverage of the Italian language |
450.000 predefined concepts, 6 million relationships among concepts |
|
Personalization of the semantic network |
Through a specific tool (Cogito Studio) |
|
Telco Language Package |
The general vocabulary over the years has been extended with specific telecommunication market-oriented terminology and concepts. Through Cogito Studio it is possible to train the system to recognize particular terms and concepts of a specific company and its products and services offer |
|
Automatic categorization |
Text classification on the basis of a standard taxonomy |
Various taxonomies are available, based on the international standards of the classification of information: news, intelligence, crimes, cybercrime, finance… |
Texts classification on the basis of a personalized taxonomy |
Through Cogito Studio it is possible to train the software to classify texts on the basis of a personalized taxonomy (for instance, the tree of the triplets of a CRM system) |
|
Possibility to personalize the classification rules |
Cogito Studio provides a specific language (C-Language) suitable for customizing and controlling with precision the logics of classification of any text or document |
|
Information Extraction |
Extraction of concepts from a text |
Cogito can extract and process from a text not only simple words, but accurate and free of ambiguity concepts (for instance “access point”, “data network”, “optical fiber”, “IP address”…) |
Structured data extraction |
The system can recognize, extract and normalize structured data (for example customer code, fiscal code, dates) |
|
Entities extraction |
The system can recognize, extract and normalize entities like persons, product names, companies, organizations, cities, geographic locations, addresses |
|
Data normalization |
The extracted information are automatically normalized and reorganized (for example, a name can be split in first name and last name). Potential custom normalizations are managed in a simple way by Cogito Studio |
|
Possibility to customize the extraction rules |
Cogito Studio provides a dedicated language (E-Language) to customize and control with precision the extraction logics of the entities. This way, as well as the standard entities supplied out of the box, Cogito allows the recognition of complex entities specific to the customer context or the context in which Cogito has to intervene |
|
Sentiment analysis |
Sentiment recognition |
The system detects the sentiment used to write a text at the entire document level or single phrase level |
Sentiment ranking |
The sentiment is not classified through a binary mode (positive/negative) but on a scale of values |
|
Sentiment on the Entities |
In the future it is possible to extend the sentiment not on a document or phrase level, but on a Entity level. So, every extracted entity will be classified as associated to a sentiment or not |
|
Chatbot and multichannel conversation management |
Multichannel conversational Engine |
|
Supporting Facebook Messenger |
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Supporting Webex Teams NEW |
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Supporting Twitter |
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Supporting Telegram |
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Supporting Skype |
Both Skype free and Skype for Business |
|
Supporting Amazon Echo |
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Persistent Chat management on web |
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Management of email conversations |
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Livechat management |
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Sms management |
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IVR/Voice Portal management |
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Chatbot customization |
Design of chat flows |
Through the administration tool it is possible to set more chat depending on the fruition channel |
Design of the conversation flow |
The design of the conversation flow is completely customizable through a graphic interface |
|
Intent recognition |
The recognition can occur in different modes: semantic analysis of the user messages, keyword recognition, pattern matching rules and regular expression |
|
Multi-intent management |
Available politics of multi-intent management through a pre-defined order or disambiguation asked to the user |
|
Semantic hooks |
Possibility to understand customer requests during the conversation and perform jumps of context in different parts of the conversational tree |
|
Conditional blocks |
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Semantic blocks |
Native functionalities available thanks to the integration with Cogito |
|
Multimedia menu |
Possibility to implement multimedia menù with with the use of images, videos, sounds |
|
Multimedia node |
Possibility to implement multimedia card to send customers information material |
|
Extraction of structured information from the conversation based on semantic analysis |
Native functionalities available thanks to the integration with Cogito |
|
Extraction of structured information from the conversation based on keywords |
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Extraction of structured information from the conversation based on pattern matching and/or regexp |
||
Categorization of conversations |
Native functionalities available thanks to the integration with Cogito and its relative functionalities of categorization on one or more categorization tree, also personalized |
|
Email dispatch |
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Web Service Connector |
Possibility to interact with external systems and applications via Web Service SOAP or REST |
|
Database Connector |
Possibility to record on an external database the data and information collected by the Chatbot |
|
Salesforce Connector |
Possibility to interact with Salesforce Service Cloud for the customer recognition and handover |
|
Skype for Business (S4B) Connector |
Skype for Business Connector |
|
Versioning |
Possibility to create and publish different version of the flows for development, testing and production |
|
Multiple publishing |
Possibility to publish the same flow on different channels |
|
Authentication node |
Convy now supports Oauth2 authentication to let customer authenticate through the bot (Facebook only supported) |
|
Multimedia node |
Multimedia Node added to configure outbound multimedia object such as links, video, images and complex objects (the combination of the above) |
|
Carousel in menu |
It's now possible to configure carousel menu to add images to buttons |
|
Handover management |
Handover based on customer errors |
Conversation forwarded after N attempts to interpret customer messages |
Handover based on service timetable |
Possibility to offer a callback calling for chats occurred out of the service hours of the contact center |
|
Handover based on agents’ availability |
Possibility to offer a callback calling due to agents’ unavailability (prior integration with a system of dynamic check of the agents’ availability) |
|
Survey |
Survey management |
Possibility to provide surveys directly by questions/answers handled in chat or through an external link of a survey management site |
Administration |
Administration console |
Web Administration Tool for Chatbot management and administration |
Actionable reporting NEW |
The Actionable Reporting Dashboard offers tools that allow you to have a quick and efficient overview of the functioning of the chatbot and at the same time a sufficient detail to get an accurate idea of any changes or improvements |
|
New Charts Dashboard NEW |
The New Charts Dashboard groups into four distinct panels: the volume of sessions managed by the software; the KPIs for the outcome of the sessions divided into: o conversations managed entirely by the bot (Fullbot); o conversations passed to a human operator (Handover); o conversations in which the user no longer interacted with the chatbot (Timeout); o conversations that have generated an error (Error); the Bubble Chart that allows users to monitor user satisfaction by comparing the Net Promoter Score (NPS) and Fullbot conversations. WordCloud that allows you to monitor the use of intent and is customizable by the customer. |
|
Conversation data logs |
All the chat data are tracked and recorded: IP, customer, device, text of the conversation… |
|
Real time analytics |
It allows the visualization of the active chats and a quantitative measurement of the tool usage through the graphic representation “Live Statistics” |
|
History |
It allows the recording of all the conversations on a database and the distribution of aggregate data for statistics |
|
KPI Performance |
The system tracks the number of received dialogs, managed by the system and closed, managed by error, closed due to timeout, handover to agent. All the management times are tracked |
|
Semantic and Navigation analytics |
Possibility to visualize detailed analytics of the conversations including the navigation of the flow nodes and of the semantic recognition |
|
Conversation navigation detail reporting |
It's now possible to retrieve the entire navigation history of each dialog with all the echanged text (Human2Bot and Bot2Human) |
|
Configuration Import/Export |
It's now possible to export and import flows. This feature can be used in case of backups or in case of flows propagation to different companies |
|
Admin UX review (4.7) |
Complete review of the Admin UI and UX |
|
Qualitative reporting |
Convy adds new reporting tools to analyze the chatbot quality and to help administrators and supervisor to mantain it. Semantic analytics, confidence analytics, flow navigation detail and dialogs detail containing all the details of a single dialog |
|
Company default configurations |
Default configurations per company added. Once configured new flows inherits standard configurations from this |
|
Performance review |
Convy has been optimized in order to raise up the number of concurrent dialogs handled |
|
Market recognition |
Patent technology |
The Cogito platform has an international registered patent |
Analysts’ rating |
Forrester Research in June 2016 has nominated Expert System as one of the first 10 companies all over the world in the solutions market of Big Data Text Analytics. Gartner in 2015 included Expert System among the main companies in the solution sector of Enterprise Search. Eudata received from Gartner a Honorable Mention in the Magic Quadrant 2016 for the CRM Customer Engagement solutions |
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