On Wednesday, September 16th, ComputerTalk presented our latest Slice of ice webinar, Introducing ice Contact Center 15.2. During this webinar, Christina Liu, one of ComputerTalk’s Training and Documentation Specialists, shared what’s new in ice Contact Center 15.2, including:

• AI Studio
• Video Calling and Screen Sharing
• Automatic Personally Identifiable Information Redaction
• Granular Permissions
• Additional Enhancements

You can view the full webinar recording here or read on for a summary.

AI Studio

iceAI Studio provides a centralized workspace inside iceManager to configure, manage, test, and report on AI-powered agents. It makes your AI easier to manage, improve, and align with your organization’s terminology and knowledge.

The knowledge management section of iceAI Studio lets you manage knowledge sources for your FAQ agents, including both AI-generated responses and verified answers created by humans.

Knowledge Base

You can add knowledge sources for your AI agents by either uploading a document or entering a URL for the website you want iceAI Studio to crawl. Sources can be tagged to identify which AI agents can access them. Websites can also be recrawled when they’re updated.

Verified Answers

Verified answers, the human-authored question-and-answer pairs that are returned by your AI agents without any generative AI modifications, can be added in AI Studio as well. You can add them manually by typing the question-and-answer pairs, or you can import them in bulk using an Excel or CSV file. For each pairing, you can assign a tag and, optionally, an exit intent, which would allow the customer to be transferred to a human agent. Alternate questions can be added as well for cases where similar questions require the same answer.

Simulation Lab

Once you’ve added your knowledge sources, iceAI Studio’s simulation lab can be used to test the coverage and quality of your AI agent.

Compare Mode lets you view the generative AI response and the verified Q&A pair side by side to compare the responses when you ask a question. You can test different confidence thresholds, configure custom AI prompts, and select the sources that the AI agent can reference using tags. When viewing the generative AI response, you can also see which sources the answer came from.

Singular Testing offers the same controls for confidence threshold as Compare Mode. In this mode, you can test either hybrid mode, which looks for a verified answer first and falls back on generative AI answers if needed, or you can test verified answers only.

Natural Language Routing

In the Natural Language Routing section of iceAI Studio, you can configure intents and utterances. Intents describe what the caller is trying to accomplish, while utterances are the spoken or written interactions from the customer. Once these have been added, you can create a training job to train the model according to the new intents/utterances, evaluate the model’s performance, deploy the model, and test the model. Testing can be done in several modes:

• Single query – predicts the intent match for a single utterance
• Multi-turn sandbox – shows predicted intent matches with additional context from multiple utterances
• Batch testing – allows users to upload a CSV or JSON file of multiple queries to evaluate performance in bulk.

Dashboards

In the Dashboards section of iceAI Studio, you can view details of AI agent performance, including overview stats, trend graphs, category details, sentiment, and interactions posed to the agent.

Every upgrade to ice Contact Center 15.2 comes with a free trial of iceAI Studio, allowing you to test out knowledge agents and natural language routing with 1000 free inquiries.

Video Calling and Screen Sharing

ice Contact Center 15.2 allows video calling and screen sharing for organizations using icePhone. In situations where visual guidance can help, this feature will make resolving customer issues easier.

The agent must be using icePhone to initiate video or screen sharing. If the customer is an ACS user, they can participate in the video call or screen share. If not, the agent can click to send them a meeting invite link by email, which will allow the customer to join with video or screen share.

Personally Identifiable Information Redactor

ice Contact Center 15.2’s new personally identifiable information (PII) redactor automatically removes sensitive information, like names, phone numbers, and credit card details, from voice recordings and transcripts of interactions. Redactor jobs can be configured to redact the specific data types your organization needs to protect, replacing them with beeps in audio files or asterisks in transcripts. This feature improves your contact center’s data security.

Granular Permissions

ice Contact Center 15.2 provides administrators with more flexibility to assign contact permissions. Permissions can be granted by user type, team, or selected groups of users through their assigned configuration group.

Permissions to view, download, and purge records can be configured for voice recordings, transcripts, instant messages, emails, screen recordings, and contact attachments. Permission types are as follows:

• Role Based – All permissions are based on existing standard roles from earlier ice versions. For example:
  
  • Users are permitted to listen to call recording segments that they participated in.
  • Team Leads are permitted to listen to call recording segments for users on their teams.
  • Supervisors can listen to call recording segments for users they share a common queue with.
  • Administrators have permissions to listen to all call recordings.
• Participating Segments – Users can access all segments that they participated in.
• Shared Team – Users can access any segments handled by a user in a shared team.
• Assigned Queue (Handled in Queue) - Users can access segments of a contact that were handled in a queue the user is assigned to.
• Shared Queue (Not Handled in Queue) – Users can access segments not handled in a queue but handled by a user with a shared queue.  
• Entire Contact – Users can access the entire contact if they have access to one segment of the contact.
• No Permissions – Access is restricted for members of the configuration group.

Additional Enhancements

ice Contact Center 15.2 also provides the option to set audio notifications for iceBar for web. The new settings offer options for Enable Sound, Audio Loop, Audio Volume, and Audio File.

Another new enhancement is the addition of the iceBar download setting in configuration groups, allowing control over the visibility of the iceBar download. When enabled, users can download iceBar for desktop from the iceBar tab in the navigation pane. When disabled, the iceBar tab won’t be visible at all.

Stay Tuned for Future Slice of ice Webinars!

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