v0.8.1

[0.8.1] - 2023-07-10

Fixed

• Add compatibility with Start Call Processing feature, when using Chime SDK Call Analytics audio processor.

v0.8.0

[0.8.0] - 2023-05-30

Added

• Generative transcript summarization capability now supports Anthropic Claude third party API with 100K token limit (eliminating transcript length limitations). In a later release we will support Anthropic's models natively in AWS via the new Amazon Bedrock service. See Transcript Summarization
• Generative AI for Agent Assist (experimental), using the QnABot on AWS with Large Language Model for Query Disambiguation, and Generative Question Answering - see Agent Assist
• New Agent Assist interaction widget on the LCA Call Detail page allows agents to directly query the Agent Assist Lex Bot / QnABot to execute Kendra knowledge base queries, FAQ lookups, or to automate actions during or after the call.
• Chime Call Analytics supported (as an alternative to LCA's CallTranscriber Lambda).
  • Known Issue: Post Call Analytics (PCA) integration is disabled when using Chime Call Analytics - will be fixed in a later release.
• Real-Time Voice Tone Analysis supported when using Chime Call Analytics. When selected during stack deployment, the LCA Call Detail UI now shows an additional chart reflecting the last 30sec rolling average of caller and agent voice tones.
• Saleforce/CRM integration plug-in - see Boosting agent productivity with Salesforce integration for Live Call Analytics

Changed

• Update Code Build version
• Improve throughput by decoupling agent assist inference latency from main call event processor - now runs asynchronously in parallel with transcriot processing.
• Refactored call event processor code to normalize and merge handling of Contact Lens, Transcribe, Transcribe Call Analytics, and Chime Call Analytics messages.

v0.7.2

[0.7.2] - 2023-05-03

Fixed

• Hot fix for S3 bucket ACL changes
• Changed default function memory for Call Event Processor Lambda

v0.7.1

[0.7.1] - 2023-03-11

Added

• Transcribe Call Analytics "POST_CALL" categories now displayed in the LCA UI after call ends when using Transcribe 'analytics' mode.
• New download buttons on call details page to save call summary or call transript to local Excel file.
• Add configurable sentiment score thresholds for fine grain control over negative and positive sentiment scoring when using Transcribe 'standard' mode.
• Update Agent Assist QnAbot version to v5.3.0 with optional semantic search support for FAQs.

Changed

• Improved performance and scalability changes (tested to 300 concurrent calls):
  • Refactor call aggregate logic to make call event processor fully stateless - removed dependency on Kinesis tumbling window to enable multiple concurrent inocations per shard.
  • enable AppSync resolver caching to enable fast/efficient call state queries from call event processor.
  • enable Kinesis Enhanced Fan Out to reduce message read latency.
  • increase call event processor Lambda memory to 5120M to reduce start time and enable greater message handling concurrency in each invocation.
  • avoid multiple mutation retries on 'put item condition failure' - where retries will not resolve the condition and merely extend function duration.
  • call event processor now invokes transcript summarization asynchronously, avoiding blocking and choking execution concurrency limits.
  • retries for Start Transcription Stream if exceptions thrown, to allow improved tolearnace for call bursts resukting in temporary TPS limit exceeded errors.
• Fix issue with START_CALL_PROCESSING event rule ( introduced in 0.7.0 with the multiple LCA stack fix).
• Fix issue introduced in 0.7.0 preventing invocation of custom transcript processing Lambda Hook function
• Miscellaneous improvements to test scripts - see README
• Additional minor fixes - see commit history

v0.7.0

[0.7.0] - 2023-02-12

Added

• Experimental generative transcript summarization to provide a short paragraph with a synopsis of each completed call; use the built-in summarization model or experiment with custom language models or APIs of your choice. See Transcript Summarization.
• Utility Lambda function to retrieve call transcription from DynamoDB. See Fetch Transcription Lambda.
• Optional translation of live or completed call transcripts into language of choice, using Amazon Translate.
• Ability to disable display of agent channel transcription in the call transcript pane.
• Test scripts for simulating phone calls. See Asterisk Test Scripts.
• LCA client utility to make it easier to test Call Event Processors and LCA UI without having to actually make a phone call. See LCA Client.
• Download button on Calls page to save call list to local Excel file.
• Default audio recording used by demo Asterisk server now plays the agent side of the Agent Assist demo script.

Changed

• Fix bug in Call Transcriber Lambda that caused double transcription if Chime Voice Connector can't differentiate between caller and agent streams (caused by SBC not configured to use RFC 7865 metadata).
• Miscellaneous dependabot updates

v0.6.0

[0.6.0] - 2022-11-27

Added

• Supports new Amazon Transcribe Real-time Call Analytics streaming API
• Real-time Detected Issues, Call Categories, and Alerts
• Real-time Category and Alert Notifications via Amazon SNS subscriptions. See Category Notifications.
• Post call analytics (without additional transcription costs) through integration with the companion Post Call Analytics (PCA) solution.
• QnABot designer markdown answers enable rich text and media in Agent Assist messages

Changed

• Latest QnABot (v5.2.4) now used for agent assist
• Improved logging in Call Transcriber lambda
• Extend payload for Agent Assist Lambda to include dynamodb_table_name and dynamodb_pk, so Lambdas can query the LCA Call Event table in DynamoDB to retrieve call metadata.

v0.5.2

[0.5.2] - 2022-10-20

Added

• Support for using Transcribe Custom Language Models.
• Option to supress partial transcription segments.
• Support for custom transcript processing logic via a user provided Lambda Hook function. See Transcript Lambda Hook Function.
• ChimeVC call initialization Lambda hook can attach optional arbitrary metadata json object to call record, for use by downstream custom applications via the LCA graphQL API or DynamoDB event sourcing table. See ChimeVC call initialization Lambda hook.
• Ability to selectively disable call recordings using ChimeVC call initialization Lambda hook.

Fixed

• Agent Assist configuration is now correctly maintained during stack updates when CallEventProcessor function is replaced.

v0.5.1

[0.5.1] - 2022-09-30

Added

• CallTranscriber now has the ability to delay start of call processing until a (new) START_CALL_PROCESSING event is received - useful when call is streaming is initiated when call is established but transcribing needs to be delayed until after IVR navigation and hold time - i.e. triggered only when agent and caller are connected. See Start call processing for a in-progress call.
• Support markdown and html rendering in LCA UI
• Improved Agent Assist message rendering by using markdown to in QnABot and Kendra responses.

Changed

• CallTranscriber Lambda now has its own DynamoDB table and no longer shares a table with the AISTACK components.

Fixed

• Add ExpiresAfter field to AGENT_ASSIST messages so they will be aged out per retention period using DynamoDB Time-To-Live (TTL)
• Check StackName length and fail fast if length would cause downstream staack failures caused by long resource names in nested stacks. Max Stack Name is now 25 characters.
• Provide 'reason' message in CloudFormation event output for stack custom resource failures.
• Expand Troubleshooting README.

v0.5.0

[0.5.0] - 2022-09-11

Added

• AgentID call attribute and associated API support for setting, displaying, sorting, and filtering calls by Agent. See Setting AgentId.
• AgentId field automatically assigned from Amazon Connect contact events when using Amazon Connect Contact Lens as the Call Audo Source.
• Support for custom logic via a user provided Lambda function to selectively choose which calls to process, toggle agent/caller streams, assign AgentId to call, and/or modify values for CallId and displayed phone numbers. See Lambda Hook Function for SIPREC Call Initialization.
• Configurable retention period for call records (default 90 days). Records and transcripts that are older than this number of days are permanently deleted.
• UI supports new 'Load: 2 hrs' option for improved performance in high volume contact centers.

Changed

• Moved transcriber Lambda out of AI stack and into ChimeVC stack.
• Remove code for call event stream processing lambda no longer used since LCA v0.4.0.
• Rename TranscriptProcessorLambda to CallEventProcessorLambda to reflect that it will process call analytics and contact metadata events in addition to transcripts.
• Rename lca-ai-stack CF template.
• Asterisk demo server reinstalled on instance reboot such as during stack updates containing Asterisk configuration or version changes.
• Asterisk demo installation script is no longer dependent on hardcoded Asterisk version.
• Asterisk demo server is reloaded each hour to resolve observed busy tones in previous releases.
• Default Asterisk demo server version is now v19.
• DynamoDB event sourcing table now maintains only one item per transcript segment and no longer maintains partial segments.
• ChimeVC CallTranscriber Lambda function now emits one Call START event when both call streams are ready (as opposed to one per call stream), eliminating 'item already exists' errors in the CallEventProcessorLambda lambda
• ChimeVC CallTranscriber Lambda function memory footprint reduced to 768MB to improve cost efficiency with minimal latency tradeoff.
• README updates

v0.4.1

[0.4.1] - 2022-08-22

Changed

• Remove E.164 type enforcement on CustomerPhoneNumber and SystemPhoneNumber. Any string value is now allowed, enabling calls to be processed when either/both CustomerPhoneNumber and SystemPhoneNumber fields are non E.164 strings.