📆Expected in March/April

 Virtual User Audio Intent Analyzer

💡This feature will be introduced as a preview. Availability may be limited at first, and functionality, scope, and design may change before general availability.

The Audio Intent Analyzer enables Contact Centers to automatically understand a caller’s intent from spoken input in real time. It acts as a much faster and more intuitive alternative to IVR processes. Fast voice-to-voice AI routines allow for natural customer conversation, while identifying relevant information such as topic and caller's intent during natural conversation. This allows calls to be immediately accepted and automatically routed to the next destination with necessary data already being stored for call context. With only few setup steps required, the Audio Intent Analyzer reduces manual workload for agents and helps ensure that customers are faster connected to the most suitable service.

🆕What will be added to Nimbus?

With this feature, there will be new configuration options in Nimbus:

• A new Bot Type Nimbus AI Services - Audio Intent Analyzer to be used as a Virtual User.
• The Virtual User then can be used in Inbound Audio/Video Workflows.
• Conversation results can be stored in parameters.

🔎 Also read Use Case - Setting up a Nimbus Virtual User for Intent Analysis in advance.

Clickable Context Parameters in My Sessions

By making parameters on the My Session page clickable, users can now directly interact with them in various ways. Parameters can be used to open websites, start phone calls, or launch an associated application (e.g. Email) with a single click. This saves time, reduces manual copy & paste effort, and helps users complete their contextual tasks more efficiently.

🆕What will be added to Nimbus?

• Clickable parameters on the My Sessions page.

Task Parallelization: Call on Behalf during After-Call Work

Allowing Contact Center agents to start an Outbound Call (call on behalf) during After-Call Work (ACW) helps them to continue follow-up actions without waiting until ACW is finished. This improves efficiency, as agents can reach out to another Nimbus user or service while still completing their after-call tasks. ACW continues until the outbound call is accepted by the destination, ensuring that required documentation and post-call activities are not interrupted. During ACW, no new tasks are assigned to the user, so they can stay focused and avoid overload. This is an improvement to the Task Parallelization feature and helps agents work more efficiently while maintaining focus.

🆕What will be added to Nimbus?

With this feature, there will be new configuration options in Nimbus:

• A toggle in Distribution Service Settings to enable the feature.
• Bulk Editing support for the service setting.
• A new control “Call on Behalf during ACW” in the existing ACW permission in Custom Roles.

Task Parallelization: ACW Support for Audio/Video tasks

Even when handling multiple tasks in parallel, there are often small follow-up actions that need to be completed. With this feature, After-Call Work (ACW) starts automatically when a (non-parked) Audio/Video session ends, allowing agents to finalize their tasks without interruption. ACW is triggered for all Audio/Video task types and directions, including Consultation Call to services. Parked sessions and other modalities are excluded¹. While in ACW, no new incoming Audio/Video sessions are distributed to the user, giving them the time and focus needed to complete post-call work.

🆕What will be added to Nimbus?

This feature adds the above described behavior that takes effect when:

• Task Parallelization is enabled on user level
• ACW is enabled on service level.

¹ When Tasks Parallelization is disabled on your tenant or the individual user, ACW works in the usual way for all types of sessions.

System Messages for WhatsApp and SMS/RCS

System messages are automated messages shown to customers or users during specific session events. With configurable system messages for WhatsApp and SMS/RCS, you can standardize what customers see during a service interaction, while keeping the main messaging strategy flexible. Most message fields are optional, so you can keep messages simple or add more detail where needed. A new mandatory “Task Limit Reached” message makes sure customers are informed when a service is at task capacity. Delivery and read receipts give you insight into message status, so you can see whether messages are delivered and read and act with confidence.

🆕What will be added to Nimbus?

With this feature, there will be new configuration options in Nimbus:

• Setting up Service System Messages in Configuration for WhatsApp and SMS/RCS.
• Selecting the configured System Message in Modalities Service Settings for WhatsApp and SMS/RCS.