AMI 3.18 release

AI Tagging

After our start to support "AI for AMI" we now launch official AI tagging support. See extra information description for details. The use case of AMI tagging fits entirely in the general purpose of AMI: overview, easy identification of conversations and follow-up actions.

new

AI tagging works like this:
The first inbound conversation will be identified by AI (based on OpenAI subscription) and categorized by AMI tags and predefined prompting. Tag categories like: Cancellation, Paymnet, Support, Sales, General a top 5 of all conversations.

When no tag fits the category of the context, it will be auto-tagged as other (or equivalent label). More to find on AI for AMI. When interested: schedule a AMI session for follow-up

AMI Tag extended

AMI tag is now supported for the following:
- create | rename | delete tag name
- search tag name
- show tag in left side of AMI UI (by default on)
- show tag in AMI List (by default off)
- tag AI enabled (ready to use for OpenAI and prompt to identify AI tag category)

new

In release update it will also show the name of the label inside the AMI List. See image

Enhanced Speed and Efficiency

Sending, moving and disconnecting conversations are now processed in the background, improving user experience.
Additional optimizations for conversation filtering and no longer store and retrieve HTML content from the database will result in faster results and reducing load time inside AMI

improvement

Saved search results

The most recent search results are now shown, which helps the user for repeated actions.

improvement

See image

Note. This is stored in the webbrowser, local cache

AMI automatically displays all conversation messages as soon as the conversation is loaded.

No more "pagination" of conversation messages and loading all messages at ones for a seamless experience.

improvement

AMI Editor improvement

Main improvement is the "floating" support of the AMI handling bar.The bar to handle the conversations (send, discard, wrap-up) remained visible all the time. So less need to scroll

improvement

Cleaner Conversation Counters

Counter value is now hidden when no conversations are present. Previously shown as 0

improvement

AMI Notes added inside wrap-up notes

Instead of AMI Notes being participant data.

improvement

Now stored as part of wrap-up notes inside Genesys. Stored when wrap-up code is performed. Note. In case being part of participant data, is was removed after 60 days

Attachment adjustments

The start of rendering the attachment as "image" for a bit easier identification.

improvement

AMI landingpage image

From thsi release, upload login image directly inside AMI settings

improvement

Active Monitoring increase

Flareapp.io for Laravel Error Tracking now also supports Performance Monitoring

support

AMI Audit enhancements

extra logging and reduce load on AMI Audit access

support

Authentication logs have been introduced to enhance the tracking and auditing of user activities.
Standard AMI audit log records are retained for 60 days and then automatically archived, with archived entries remaining available through archive search.
Event Bridge events are stored in a separate, dedicated database table for improved data integrity and performance.

Laravel 12

The latest Laravel release, available since February 24, 2025, is now part of AMI R3.18

support

Froala release + key update

'For the support of Froala release, this is updated.

It includes a new key. See extra information

support

In case key is not updated, this "warning" of expired key is shown in the AMI Editor.see image 
Inform your reseller or our support in case this appears.

Conversation Sync Improvements

For AMI conversations syncing, we have improved the way to achieve and by default for the last 6 months as a "sync-all" job

support

In case you experience conversations not inside AMI, get in contact with us. Also check on the /audit page if the conversation is not already in synced - by ID