Welcome to Aspect CXP 17 – A platform for Building Enterprise-Grade Customer Service Bots and Modern IVR Experiences

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Another year, another major release of our industry-leading self-service application lifecycle management suite. Aspect CXP 17 was declared “GA” (“Generally Available”) on May 2nd, and we’re already seeing great interest from the market in the capabilities we’ve added. The release followed an impressive year for chatbots – technology that can be used to let customers engage with companies 24/7/365, in a personalized way, without having to wait for an agent.

Accordingly, we have placed the emphasis for this release on making the development and maintenance of chatbots, also known as Interactive Text Response (ITR), much easier. As part of that, we have introduced a new and better way for managing the Natural Language Understanding (NLU) aspect of a bot, with inbuilt spelling correction, methods for recognizing and normalizing common data types such as date, time, currency values, the ability to add custom words (such as proprietary product names) to the language database at runtime, and more.

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Also, we have brought our thin-client, Web-based CXP Designer frontend, which we introduced with Aspect 15.1, closer to feature parity with our rich-client, Eclipse-based CXP Developer IDE. This gives the occasional user, such as a business user wanting to prototype something, even more power to do so. With this, we also improved the Business User Interface (BUI), so that it will be even easier for non-technical staff to make simple changes to running applications.

Finally, we built common formatting algorithms for speaking back dynamic data such as account balances, dates, or phone numbers, right into the product. Creating compelling IVR experiences is now easier than ever.

Please have a look at the Aspect CXP 17 release notes to get a full overview.

In the course of the next few weeks, we’ll follow up with blog posts that go into more depth on each of the above topics. Stay tuned!

Andreas Volmer

Andreas Volmer

In his role as Sr. Product Manager with Aspect Software, Andreas is responsible for the self-service products and cloud services, including Aspect CXP and Prophecy. He has vast experience with delivering self services across IVR, text (chat bots) and mobile channels from his work as technical sales engineer and consultant for VoiceObjects (which he joined in 2004) and Voxeo. He has been a professional in the software industry for almost 20 years, having previously worked as software architect, consultant and sales engineer. He holds a PhD in theoretical physics from the University of Cologne where he worked on Condensed Matter Physics .
Andreas Volmer