wvx Copilot (AI Assistant): New features and refreshed design

The " Mr. Wizard " tool has been revamped and is now called " wvx Copilot ." wvx Copilot is an AI-powered tool designed to assist in various areas within Wolkvox applications.

Redesigned configuration interface

Setting Up Instructions for wvx Copilot

Access Route
To access the configuration of the instructions or prompts of this tool, follow the next path:
1. Configuring wolkvox Manager.
2. “wvx Copilot” tab.
3. “Copilot” tab.
4. “Instructions” tab.

Configuration Options

1. Domain Selection:
   • At the top, there's a field for selecting a domain or category. By default, a domain called "default" has already been created.
   • To create new domains, click the "+" icon next to the field where the domain is selected.
   • By clicking the "+" icon, you can enter a name in the domain selection field. Once you have entered the desired domain name, click the "✓" icon, which replaced the "+" icon and means "Create a Domain."
2. IA Model:
   • In the "IA Model" field, you must select the desired model, which can be 'Normal' or 'Reasoner'.
     • Normal: A standard model designed for general and efficient responses.
     • Reasoner: A more advanced model, optimized for tasks requiring a higher level of analysis, inference, and logic. Useful for complex questions or scenarios that demand a deep understanding of the context. The "Reasoner" model may be more resource-intensive, but it offers more precise and contextually relevant answers in complex situations.
3. Copilot Instructions:
   • In the "Copilot Instructions" field, you must write the prompt to instruct wvx Copilot about its role and how it should respond. For each wvx Copilot domain or category, you must write a prompt based on the desired purpose. The prompt is individual for each domain.
   • A good prompt is crucial for obtaining high-quality responses. It defines the AI's personality, the type of information it should provide, and how it should handle different situations (e.g., how to respond to off-topic questions or how to handle a lack of information).
4. File List:
   • In the "File List" table, you can view the uploaded PDF files to add context to wvx Copilot beyond the general prompt. For each wvx Copilot domain or category, you must upload its respective PDF documents. This means they are not shared across previously created domains or categories. This table is separate for each domain.
     • The table contains the columns 'File', 'Size KB' and 'URL'.
     • Below the table is a text "Total: 0 Megas" showing the total size of the uploaded PDF files.
     • Below this text there are two buttons:
       • Refresh: Represented by two arrows forming a circle, to update the table of uploaded PDF files.
       • Upload: Represented by an upward-pointing arrow over a cloud, this opens a window to browse for PDF files on your computer and upload them. You can upload one or more using the file browser that opens. If you right-click on any uploaded file listed in the table, the "Delete File" option will appear.
5. Results Limit:
   • This field allows you to enter a number between 1 and 30. This is the maximum number of candidate responses the AI can consider when processing a user's message. A higher value increases accuracy, but also increases processing time.
     • Example: If the field value is 5, the AI will search for the 5 most relevant answers. If the value is 10, it will consider the 10 best options before making a decision. These options are ordered by their level of match, or "score."
6. Threshold %:
   • This field allows you to enter a number from 0 to 100. It's a way to filter AI results based on how confident the AI is that a response matches the user's message.
   • Examples with different threshold values:
     • 20% threshold: The AI will accept answers even if it's not entirely sure. A 20% match can already consider an answer valid.
     • 80% threshold: The AI will only accept answers that are a very close match to what the person said. This makes the AI more accurate, but it may also leave questions unanswered if it doesn't find a close enough match.
7. Delete Domain:
   • There's a button with a trash can icon that allows you to delete the new domain you were configuring or simply delete an existing one. It's not possible to delete the default domain; you can only delete existing ones.
8. Keep:
   - This button allows you to create the domain you were configuring if it's new, or apply the changes made if you selected a previously created domain and were changing its settings or uploading training PDF files.
9. Test section (right side): This section allows you to test the configuration of the selected domain in real time.
   • Components:
     • Type message wvx Copilot: Field to enter test questions.
     • Chat Simulation: Displays the test conversation. Messages sent by the user appear in red rectangles.
     • Character Count: Indicates the total length of the conversation.
     • Reset button (to the right of the character counter): Clears the chat simulation to start a new test.
     • “Dev Log” button (to the right of the reset button): Displays a log of the analyzed PDF files, including their name and score (relevance level).
     • Back to Chat Button: Returns to the chat simulation view from the “Dev Log”.

Benefits

• Optimizing operational efficiency:
  • Real-Time Assistance: wvx Copilot provides immediate assistance to agents, helping them resolve inquiries more quickly and efficiently.
  • Task Automation: Automate repetitive and administrative tasks, allowing agents to focus on more complex, higher-value interactions.
• Optimizing the customer experience:
  • Accurate and Fast Responses: wvx Copilot's artificial intelligence ensures customers receive accurate and fast responses, improving their satisfaction.
  • Sentiment Analysis: Real-time sentiment analysis allows you to adjust responses and conversation tone based on customer emotions, providing a more personalized experience.
• Flexibility and customization:
  • Detailed Configuration: Allows for detailed and customized configuration based on the specific needs of each operation, including language selection and AI models.
  • Domains: The ability to create and manage multiple domains allows AI training to be tailored to different areas and types of interactions.
• Integration and compatibility:
  • Multi-Channel Integration: Compatible with various communication channels such as voice (IVR), chat (WhatsApp, Messenger, Telegram, Web Chat, and SMS), interaction (Facebook, Instagram, and Twitter), and CRM + Webhook.
  • wvx Copilot Public: Allows you to embed wvx Copilot into websites, offering an advanced integrated chat to interact directly with customers.
• Optimizing the quality of interactions:
  • Auto Corrector: Automatically corrects texts sent by agents, improving spelling and grammar.
  • Call Transcription: Real-time call transcription provides a detailed history of conversations, facilitating follow-up and analysis.
• Ease of use:
  • Intuitive Interface: The wvx Copilot interface is easy to use and allows for rapid adoption by agents and administrators.

Note: The new "wvx Copilot" configuration look is currently available exclusively on the desktop version of wolkvox Manager. We are working hard to implement this functionality in the web version of wolkvox Manager. Stay tuned for future updates to enjoy this feature on all platforms.

wvx Copilot on wolkvox Agent

In Wolkvox Agent, wvx Copilot can act as an assistant for agents, offering an AI-powered chat that provides relevant information based on the configured training. It also facilitates real-time sentiment analysis and call transcription.

Benefits

• Rapid access to information, improving efficiency and reducing response time.
• Sentiment analysis and call transcription for better customer understanding.
• Automatic chat corrector to improve the quality of written communications.
• Assistance in writing responses for email and social media interactions.

wvx Copilot at wolkvox Studio

In Wolkvox Studio, wvx Copilot integrates as a drag-and-drop component, allowing you to design routing flows for different types of interactions (voice, chat, social media interactions, CRM, and webhooks).

Benefits

• Greater flexibility in designing interaction flows thanks to AI.
• Ability to analyze customer messages to provide intelligent responses.

wvx Copilot Public (Public Chatbot for Customer Service)

Allows you to embed an AI chat on websites to directly assist customers.

Benefits

• An AI chat is available on the website to answer questions and provide 24/7 support.
• Improving customer experience by providing fast and accurate responses.

Update to the “Schedule Predictive Callback” API

A change has been implemented in the "Schedule Predictive Callback" API, part of the Agent API version 2 group. This API allows you to schedule callbacks in predictive campaigns, optimizing the management of customer interactions.

The new feature includes the addition of three new parameters to the URL: id_customer , name_recall , and id_camp . These parameters allow for more precise and detailed callback management, improving the experience for both agents and customers.

To read the official API documentation click [here] .

To view the API in the Postman public collection click [here] .

Benefits

• Greater control and customization.
• Improved campaign management.
• Operational flexibility.
• Seamless integration

Update to the “Delete Record” API

The "8. Delete Record" API in the Campaigns API group in Wolkvox has been updated to allow deleting multiple records in a single request. Previously, this API only allowed deleting one record at a time, which required consuming the API for each individual record. With this improvement, users can now delete multiple records simultaneously, streamlining the data management process.

Benefits

• Operational efficiency.
• Flexibility.
• Process simplification.
• Consistency in functionality.

To read the official API documentation click [here] .

To view the API in the Postman public collection click [here] .