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JAICP updates in February 2023

New

  • Intent fine-tuning via data labeling.
  • Call transfer to an agent via SIP REFER.
  • Timeout for TransferCallToOperator and switch.
  • Calls API methods for retrieving call campaign information.
  • Sharing action tags across projects.

Docs

  • Updated article about the switch reply type.

Intent fine-tuning via data labeling​

Data labeling is a JAICP tool which allows processing bot dialog logs to extract potential intents and their contents. You can use data labeling to set up a NLU classifier for your project quickly.

To utilize this tool, previously you needed to have a dataset of your own. Now this is no longer mandatory for projects where some dialog history has already been accumulated: thanks to fine-tuning, JAICP can use previous bot dialog logs obtained from analytics.

Switching calls to agents​

We have updated the switch reply type properties reference and added relevant examples of using it in text and phone channels.

SIP REFER​

Now you can route calls via SIP REFER using the method property.

SIP REFER allows you to transfer a call to the SIP provider and immediately terminate the connection. Not all providers support this call transfer. Check if your provider supports this functionality or use your own PBX.

Timeout for TransferCallToOperator and switch​

A new timeout parameter was added to the TransferCallToOperator action tag and the switch reply type.

The timeout parameter specifies the agent response timeout. If an agent did not answer the call during this time, the bot will switch the customer back to the dialog:

  • If TransferCallToOperator is used, the bot will switch to the state specified in timeoutState.
  • If switch is used, the bot will switch to the nearest state that contains the transfer event.

Retrieving call campaign information​

Calls API is the HTTP API for working with JAICP outbound telephony. Now the API provides new methods for retrieving call campaign information:

  • GET /api/calls/campaign/{token} — detailed call campaign information.
  • GET /api/calls/campaign/{token}/status — call campaign status.

Sharing action tags across projects​

JAICP DSL has special action tags, which allow a state to execute a separate script. If the features of built-in action tags aren’t enough for you, you can create your own.

From our new article about shared action tags, you will learn how to make your custom tags available from all projects in the same group.