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Quality AI Updates

This document provides information on the feature updates and enhancements introduced in Quality AI of AI for Service (XO) v11.x releases.

v11.18.0 September 27, 2025

Minor Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

Analyze

Topic Discovery

This enables QA, Supervisors, and Business Managers to visualize conversation topics across the contact center, linked to key metrics, such as Average Handling Time (AHT), Sentiment, and Resolution rate. Using custom taxonomies and intuitive bubble charts, users can identify trends, explore topics in-depth, and analyze related metrics and generated intents, making it easier to enhance coaching and drive process improvements. Learn more

Configure

Taxonomy Builder

The builder enables Contact Center Managers, Analysts, and QA teams to create custom taxonomies with three-level hierarchical structures, enhancing conversation categorization. This improves analysis across channels, allowing deeper insights into topic-level metrics and business-specific trends. Learn more


v11.17.1 September 15, 2025

Patch Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

Analyze

Message-Level Comments in AI-Assisted Manual Audit

Supervisors and QA users can now add comments directly on individual messages, with required name and text fields. The updated comments are displayed both in the Transcript and in the Comments tab. Users can click a comment to navigate to the related message, which enhances feedback visibility and context. Learn more

Conversation Mining Processing Status

In Conversation Mining, the Processing Status now displays a status icon: green (pass) when all processes have succeeded and metrics are being captured; red (fail) when any process fails, and metric tracking is interrupted. Learn more

Conversation Sources

Quality AI Integration with Agent AI

Quality AI can now be integrated with Agent AI on third-party desktops. This integration streamlines the recording process and utilizes metadata through Agent AI's Custom Object field. Learn more