ElevateAI Launches New Redaction and Support for G.729
Added
Real time and post call have redaction feature.
Improved
Support of G.729 Codex
Improved
Real Time transcription updated to Version 11.3.2
ElevateAI Launches New Echo Real Time transcription Features Boosted Phrases and Find & Replace
Added
Introducing Boosted Phrases and Phrase Replacements in EchoRT.
• Boosted Phrases help improve transcription accuracy for uncommon words by increasing their likelihood in the transcript. You can add up to 50 words per token. (Example: Adding “Nexidia” ensures the engine correctly transcribes the company name.)
• Find & Replace lets you automatically replace specific words or phrases with your preferred alternatives. You can add up to 100 phrases per token. (Example: Replace “nice” with “NiCE” or “NiCE ElevateAI” with “Transcription & AI Service.”)
• The Manage Tokens page now includes a Phrase Editor for creating and managing Boosted Phrases and Phrase Replacements at the token level.
• Phrases can be copied across tokens for easier setup and token management.
• These features apply to all real-time transcriptions performed with the associated token.
Improved
Generative AI Improvements:
• Ask ElevateAI now delivers more reliable answers and can handle increasingly complex questions.
• CX Conversation Composition prompts have been refined for improved accuracy and consistency.
Improved
We’ve added a language selector to the Real-Time demo player! Now you can choose any supported language, speak in that language, and see results instantly—making it easier than ever to explore multilingual capabilities.
This release introduces ElevateAI's new Fast Start Program and delivers refreshed branding updates across the ElevateAI portal.
ElevateAI Launches Fast Start Program, Refreshes Portal
Added
Get started with ElevateAI faster than ever – no contracts and no credit card required!
The new Fast Start Program gives every user 10 free interactions per day to explore the platform. With these interactions, you can:
• Transcribe calls using CX and Echo Transcription models
• Test drive our newest innovation: Echo Real-Time Transcription!
• Gain insights into sentiment, customer satisfaction, and agent performance with Enlighten AI and CX AI
• Build no-code reports and visualizations with our ElevateAI Explore dashboard and reporting tool – using your data OR a sample data file
• Try our Generative AI Feature Suite, including AutoSummary, Agent Coaching, and Ask ElevateAI Q&A
Improved
Portal Branding Updates. The ElevateAI portal now features updated graphics and a refreshed color scheme aligned with the latest NiCE branding, delivering a more unified and modern look across the platform.
This update includes enhancements to Echo Real-Time Transcription, branding updates across the ElevateAI portal, and several bug fixes.
ElevateAI Echo Real-Time Transcription Upgraded, Portal Refreshed, Bug Fixes Deployed
Improved
The Echo Real-Time Transcription model has been upgraded to use NiCE Transcription v11.1, delivering:
• Reduced transcription latency by 200ms.
• Improved accuracy across languages
• Significant reduction in hallucinated text
Improved
ElevateAI Portal Updates. The NiCE ElevateAI web portal now reflects the latest ElevateAI branding and color scheme, bringing a fresh, unified look across the platform.
Fixed
Real-Time API: Fixed a rare condition that occasionally prevented the second channel in stereo sessions from connecting.
Fixed
Generative AI AutoSummary – Real-Time & Post-Call/Final: Fixed an issue where incorrect participant names were sometimes used. Summaries now accurately reflect assigned channel roles.
Fixed
Portuguese Language Support: Addressed issues impacting recognition accuracy for Portuguese.
Fixed
Non-English AutoSummary: Enhanced summary quality for all non-English real-time transcriptions.
This release introduces the official launch of Echo Real-Time Transcription, bringing low-latency, high-accuracy speech-to-text and automatic summarization to live interactions. Alongside this major release, you’ll find updated branding and a refreshed Portal UI aligned with the new NiCE ElevateAI visual identity, designed to improve usability and overall platform experience.
New: ElevateAI Launches Echo Real-Time Transcription API v1.0.0
Added
Echo Real-Time Transcription v1 is now live, delivering low-latency transcription (300–1200 ms) with automatic AI-generated summaries every 30 seconds.
Purpose-built for live contact center environments, Echo Real-Time supports fast, accurate, and scalable transcription for in-the-moment insights.
Added
Try It Instantly: Use the new “Stream Mic” button on the Portal homepage to test real-time transcription and summarization features in a guided, interactive demo.
Improved
Interaction Type Labels: The Interactions page now clearly distinguishes between Real-Time and Post-Call sessions for faster filtering and analysis.
Improved
Enterprise Labeling: “Pay As You Go” accounts have been renamed to Enterprise in the UI to better reflect their scale and capabilities.
Improved
Portal Refresh: Updated UI and branding are now live across the Portal, including an enhanced “What’s New” popup to help you stay informed about the latest features.
This update delivers powerful enhancements to Generative AI, including expanded capabilities in Agent Coaching Assistant and AutoSummary, to help drive stronger enterprise insights. We've also introduced usability improvements across account management and Q&A functionality, along with key bug fixes to improve platform reliability.
Generative AI Upgrades, AutoSummary Expansion & UX Improvements
Improved
Agent Coaching Assistant: Improved prompting functionality and advanced Generative AI enhancements deliver a more personalized and responsive coaching experience.
Improved
AutoSummary: Increased response lengths for all summaries, enabling more comprehensive, detailed insights in both real-time and post-call contexts.
Improved
Ask ElevateAI Q&A: Expanded input field character limit from 250 to 2,000 characters, allowing for more flexible and in-depth queries.
Added
Account Settings: Added support for extending user invitations directly within the ElevateAI Portal, streamlining team onboarding and access control.
Fixed
Resolved an issue related to a language header misconfiguration.
Fixed
Updated an icon setting in the application UI for improved visual clarity.
This release brings powerful enhancements to the Echo transcription model, further aligning its features with ElevateAI’s purpose-built CX transcription model. Key updates include stereo diarization, CX and Enlighten AI scoring, and new support for authenticated downloads, all designed to deepen insights and streamline secure integrations.
Echo Model Enhancements: Diarization, CX AI Scores & Secure Downloads
Added
Stereo Diarization for Echo: The Echo Transcription model now supports speaker diarization for stereo audio files, automatically distinguishing speakers as ParticipantOne and ParticipantTwo for clearer interaction analysis.
Added
CX AI & Enlighten AI Scores in Echo: Interactions processed through Echo now include CX AI and Enlighten AI scores, delivering deeper behavioral insights and conversation quality metrics.
Added
Download Authentication for Interactions: Downloadable interaction files now support secure authentication via third-party methods. Currently supported: Basic and Bearer authentication.
Improved
Improved messaging when users attempt restricted actions using deactivated tokens.
Improved
Interaction table now includes a copy-to-clipboard icon on identifier hover for easier referencing.
Improved
Refined filter behavior on the Interactions page to improve clarity in session reporting.
Improved
Adjusted display names for select languages based on user feedback.
This release introduces new ElevateAI Explore permissions management features for administrators, allowing for more precise control over user access and data visibility. These updates help organizations better align access policies with role-based responsibilities – especially in multi-user and supervisor environments.
ElevateAI Explore Enhancements: Admin Filter Controls & Role-Based Access
Added
Explore Filter Management for Admins: Administrators can now apply data filters to invited user accounts within Explore. This makes it possible to restrict visibility (e.g., limit supervisors to view only interactions from agents they manage).
→ Available in the Manage Accounts page.
Added
Explore-Only User Access: You can now grant EAI Explore access without enabling API management, giving admins finer control over what features users can interact with.
We’re excited to launch Echo, ElevateAI’s most accurate transcription model to date, delivering a 40% accuracy improvement over our CX-focused model. Echo supports over 50 languages and features automatic language detection, setting a new standard for real-time transcription quality. This release also expands Generative AI language support to 50+ languages.
Introducing Echo: Advanced Transcription & Expanded Language Support
Added
Echo Transcription Model: Echo provides a significant leap in transcription accuracy, supporting 50+ languages with automatic language detection. To use Echo, include the "model": "echo" parameter in your POST request body.
NOTE: Echo currently does not support diarization, redaction, or CX AI processing. These features will be added in future updates to achieve parity with the CX model.
Added
Generative AI Language Support: GenAI endpoints now support over 50 languages, expanding your global AI capabilities.
This release brings multiple usability enhancements to the web-based UI and ElevateAI Explore, focused on improving session persistence, customization, and user control. Updates include metadata visibility in transcripts, advanced download formatting options, and fixes that enhance performance and consistency across the platform.
ElevateAI Portal & Explore Updates: Metadata, Download Options & Fixes
Added
Transcript Metadata Visibility: You can now view transcript metadata directly in the player – available in both the Portal and Explore experiences.
Added
Close Account Option: A new “Close Account” button has been added to the User Profile page, giving users more control over account management.
Added
Time Formatting in Downloads: New time formatting options are available in the Advanced Download feature for more customizable exports.
Improved
User preferences are now stored across sessions for a more seamless experience.
Fixed
The Interactions page auto-refresh is now functioning as intended.
This release brings major Generative AI performance enhancements, expanded language support, and usability improvements across the ElevateAI platform. Updates include faster, more accurate GenAI results, improved multi-language support, and new features in both the EAI Explore interface and API.
GenAI Enhancements, Multilingual Support & ElevateAI Explore Updates
Improved
Faster GenAI Responses: GenAI endpoints now return results faster and with a near-100% success rate, significantly improving responsiveness and reliability.
Improved
Improved GenAI Accuracy: All GenAI outputs have been optimized for greater accuracy across transcripts and summaries.
Improved
Agent Coaching Assistant Enhancements: GenAI-driven coaching content has been reformatted for improved readability in both the transcript player and API responses.
Improved
Native Language Output: GenAI summaries now default to being returned in the original language of the call, ensuring consistent multilingual support.
Added
Full Language Support for GenAI: All GenAI endpoints now support all ASR-supported languages, improving accessibility across global deployments.
Added
EAI Explore Onboarding Tour: First-time users of Explore will now see a guided onboarding tour. Returning users can access it anytime from the bottom corner of the screen.
Added
Update Metadata via API: The Update Metadata capability is now available via the ElevateAI API, enabling easier programmatic updates to interaction data.
Fixed
Resolved an issue with the “From List” operator when using sample data in Explore.
Fixed
Disabled Transcript Player access for sample data interactions.
Fixed
Fixed spacing issues in AI score displays within the transcript player.
This update expands interaction visibility across media types, adds new Agent Behavior scoring to the API, and introduces a language-specific enhancement for Japanese transcripts. Several user experience and clarity improvements have also been included.
Agent Behavior Scoring, Multichannel Interaction Support & Language Improvements
Added
Agent Behavior Score via API: The API now includes AgentBehaviorScore, which measures agent performance against key Enlighten behavioral metrics captured during an interaction.
Added
Expanded Interaction Media Support: You can now view audio, chat, and transcript interactions directly within the transcript player and EAI Explore, making analysis more unified across channels.
Improved
Japanese Transcript Formatting: Punctuation conventions have been updated for Japanese (ja) transcripts, improving readability and language accuracy.
Fixed
Improved error messaging during sign-up for greater clarity and user guidance.
This update introduces a new Sample Data Mode in ElevateAI Explore, enabling users to explore dashboards and features using demo data – without exposing live customer data.
ElevateAI Explore Update: Sample Data Mode Now Available
Added
Sample Data Toggle in EAI Explore: A new toggle has been added to the Explore sidebar. When turned ON, all queries, widgets, and dashboards will run against demo data instead of your actual interactions, making it easier to test and showcase Explore functionality.
This release expands ElevateAI’s Generative AI capabilities with the launch of Ask ElevateAI, a new Q&A feature available both via API and directly in the transcript player UI. Additional updates enhance support for chat and transcript interactions within the player, unlocking broader access to GenAI and CX AI insights.
Ask ElevateAI Q&A Launches in UI & API, with Expanded Transcript Support
Added
Ask ElevateAI – UI Integration: The Ask ElevateAI Q&A feature is now embedded in the transcript player, allowing users to ask questions about specific customer interactions and receive contextual, post-call answers.
Added
Ask ElevateAI Q&A – API Endpoint: A new API endpoint for Ask ElevateAI is now available, supporting up to five questions per interaction, with answers tailored to each transcript.
Improved
The transcript player now fully supports chat and transcript-only interactions, enabling use of both Generative AI and CX AI insights on a wider range of data types.
This release includes API stability improvements and new usability features in the transcript player, making interaction analysis more efficient and transparent.
Transcript Player Usability and API Reliability Improvements
Improved
Copy to Clipboard in Transcript Player: Users can now easily copy both the interaction identifier and Generative AI summary using new clipboard icons within the transcript player UI.
Fixed
Accurate API Status Reporting: Status indicators in the API now accurately reflect failed interactions, improving visibility into processing outcomes.
Fixed
Download URL Included in Parameters Endpoint: The parameters API endpoint now includes the interaction’s download URL, streamlining integration workflows.
This release brings new language preference controls to both the transcript player and API summary endpoints, giving users greater flexibility in how summaries are generated and displayed. Additionally, Generative AI performance continues to improve for faster, more reliable results.
Language Controls Added to Transcript Player & API, with Faster GenAI Performance
Added
Language Selector in Transcript Player: Users can now configure AutoSummary language preferences directly in the transcript player. All supported languages are available for selection.
Added
"Accept-Language" Header in API: API Summary endpoints now support the "Accept-Language" header, allowing developers to specify the desired summary language via API call.
Improved
AutoSummary Language Matching: The transcript player now defaults AutoSummaries to the interaction’s original language, reducing manual configuration steps.
Improved
Faster GenAI Endpoint Performance: The Generative AI engine continues to deliver faster response times and improved reliability across all supported languages.
This release introduces new bulk action capabilities and greater control over interaction downloads in the ElevateAI web-based UI. Users can now act on multiple interactions at once, customize download details, and easily manage sessions with improved UI tools.
Bulk Actions, Advanced Downloads & Status Page Redesign
Added
Advanced Download Options: Users can now choose whether to include speakers and timestamps when downloading transcripts.
Added
Delete Interaction Support: A Delete action is now available on the Interactions page, allowing for easier session cleanup.
Added
Bulk Interaction Actions: Users can now download or delete up to 100 interactions at a time, streamlining large-scale workflows.
Improved
The Status page has been updated to match ElevateAI’s new design system, improving visual clarity and consistency across the platform.
This release adds Generative AI support for Mandarin and Cantonese, expands user access controls, and improves UI elements across the platform – including an updated Usage page and an improved onboarding experience.
Mandarin & Cantonese GenAI Support, Explore Access Improvements & UI Updates
Added
Mandarin & Cantonese Support for GenAI: ElevateAI’s Generative AI now supports both Mandarin and Cantonese, expanding capabilities for multilingual customer interactions.
Improved
Updated Usage Page UI: The Usage page interface has been refreshed for better navigation and usability.
Improved
Faster Explore Access: Users now gain immediate access to ElevateAI Explore after requesting it – no delays or manual approvals.
Improved
Token Limit Lifted for Paid Accounts: The 50-token limit has been removed for paid users, supporting more scalable and complex workflows.
Improved
Improved Welcome Page Tour: The Welcome page Tour experience has been updated to reflect the latest platform features and navigation best practices.
Fixed
The Transcript Player now displays summary and language tabs based on actual availability, improving clarity for multilingual interactions.
This update significantly expands language support for Generative AI, improves the user interface with a unified Interactions page, and enhances CX AI model transparency via API and UI improvements. The release also boosts speed and accuracy across ElevateAI’s GenAI outputs.
New Language Support, Unified Interactions Page & GenAI Enhancements
Added
New Language Support: Mandarin (zh-CMN) and Cantonese (zh-YUE) are now available for speech recognition and transcription.
Added
New Language Support: GenAI support added for Spanish, Brazilian Portuguese, Japanese, French, and German.
Added
CX AI Index Scores in API & UI: The CX AI models now return Index Scores and descriptive context, providing deeper insight into behavioral and sentiment evaluations.
Added
Audio Filename Autofill: The original filename is now auto-populated when uploading audio files for easier tracking.
Added
Original filename is now automatically populated for audio
Improved
Unified Interactions Page: The Upload and All Results pages have been merged into a single Interactions view with added features and better navigation.
Improved
Faster, More Accurate GenAI Results: GenAI outputs continue to improve in speed and precision, delivering better quality insights in less time.
Improved
Welcome Page Tour Update: The Welcome page tour has been refreshed to guide users through the platform’s latest features.
This release introduces French and German language support for CX transcription, along with a refreshed Landing Page experience and increased upload capacity through the UI – empowering users with more flexibility and a cleaner interface.
Expanded Language Support, UI Upload Expansion & New Landing Experience
Added
French (fr) and German (de) Language Support: The CX Transcription Model now supports French and German, expanding ElevateAI’s multilingual capabilities for customer experience analysis.
Improved
Landing Page and Tour Redesign: The Landing Page and onboarding tour have been visually and functionally refreshed for a smoother first-time user experience.
Improved
UI Upload Limit Increased: Users can now upload up to 50 files via the web interface – up from the previous limit of 20 – supporting larger batch processing.
ElevateAI now offers a suite of Generative AI-powered capabilities, including AutoSummary, Agent Coaching, and Conversation Composition. These features are purpose-built for contact center intelligence and can also support broader conversational analysis use cases.
Learn More: For GenAI implementation details and examples, visit the Generative AI API tutorial
Now Available via ElevateAI: Generative AI and AutoSummary
Added
Generative AI API Suite: ElevateAI's new GenAI endpoints provide real-time insights from voice and chat interactions, including:
• AutoSummary
• Summary Details
• Agent Action Items
• Agent Coaching Assistant
• Conversation Composition
• Interaction Topics
Added
Support for General Use Cases: In addition to contact center-focused insights, the API supports non-CX conversational data, offering generalized summaries, action items, and topic extraction.
This update delivers key improvements to the ElevateAI Explore UI, enhancing usability for all users and adding more robust functionality for administrators.
Explore UI Enhancements: Nested Search, Global Dashboards & Admin Controls
Improved
Explore UI Improvements: The EAI Explore interface now supports:
• Nested search criteria for more precise filtering
• Global dashboards and widgets for broader visibility
• Admin-level controls for easier platform management
These updates make it faster and more intuitive to navigate, visualize, and manage interaction data at scale.
This release improves the accuracy and readability of transcripts processed through ElevateAI, with a specific focus on speaker diarization and sentence structuring for mono-channel recordings in North American and International English.
Improved Diarization & Transcription for Mono Audio in English
Improved
Improved Diarization & Transcription Clarity: Significant upgrades to the speaker determination and sentence structuring for mono audio recordings, resulting in more accurate, readable transcripts – particularly for calls processed in English (NA & International).
This release expands the capabilities of ElevateAI Explore with powerful new data visualization tools and delivers UI enhancements designed for better usability across devices and screen sizes.
Explore Drill-Down & Delta Metrics Added, UI Responsiveness Improved
Improved
New ElevateAI Explore Features, including:
• Dynamic Drill-Down: Interact with data more deeply by drilling into metrics directly from widgets.
• Delta Metric Widget: Easily visualize comparative changes across datasets using new delta indicators.
Improved
UI Improvements: Enhanced layout responsiveness and usability across varied screen sizes, ensuring a more consistent user experience.
We’re excited to announce the official launch of ElevateAI Explore – a built-in, widget-based reporting and dashboard tool that gives users the ability to create custom dashboards and data visualizations with just a few clicks. No need for additional business intelligence tools or complex integrations.
Introducing ElevateAI Explore: Built-In Analytics & Dashboarding
Added
ElevateAI Explore: EAI Explore enables teams to analyze CX interaction data using intuitive, drag-and-drop dashboards, prebuilt widgets, and advanced filtering. This powerful, self-service tool transforms your ElevateAI data into real-time business insights – without writing a single line of code.
ElevateAI now offers support for Japanese (ja) transcription using our CX Transcription model, with HighAccuracy results, expanding multilingual coverage for global contact centers and enterprises.
Japanese Language Now Supported via HighAccuracy
Added
Japanese Language Support: The HighAccuracy model now includes Japanese transcription, enabling accurate processing of Japanese-language voice interactions across supported endpoints.
This release introduces multi-user account functionality to better support enterprise use cases, along with an accuracy upgrade to English transcription via improved voice activity detection.
Multi-User Account Support & Improved English Transcription Accuracy
Added
Multi-User Account Support: ElevateAI now enables multi-user access for a single organization account, providing enterprise teams with better collaboration, access control, and administrative oversight.
Improved
Improved English (en-US) Transcription Accuracy: Updates to voice activity detection (VAD) deliver a ~2% accuracy improvement for English audio, increasing overall ASR performance.
This update expands ElevateAI’s language coverage and introduces new AI capabilities for Portuguese complaint detection, alongside accuracy improvements for English and enhanced transcript formatting.
Language Updates, Expansions & Transcript Enhancements
Added
Language Expansion via HighAccuracy Model: Brazilian Portuguese (pt-BR) and Latin American Spanish (es-419) are now available.
Added
Brazilian Portuguese Complaints Detection: A new AI model for complaint identification is now available for Brazilian Portuguese, enabling richer sentiment and issue detection.
Improved
Language Accuracy and Formatting: Accuracy boosts for English (en / en-US).
Improved
Formatting Update: Numerical formatting now converts written numbers into digit form in punctuated transcripts.
Fixed
Short Call Support: Transcription is now supported for calls shorter than 5 seconds.
This release introduces new predictive AI models to elevate CX and sales analytics, expanded language support, and usability improvements across the ElevateAI web-based UI.
New CX & Sales AI Models, HighAccuracy English & UI Enhancements
Added
International English (en) Support via HighAccuracy Model: Newly added support with improved transcription performance – notably, Word Error Rate (WER) was reduced to ~8%.
Added
New AI Models for Customer Experience & Sales:
• Sales Effectiveness: Detects and evaluates key sales behaviors in conversations.
• Churn Prediction: Identifies customers with a high likelihood of churning.
• Complaint Detection: Flags interactions where a customer is likely to file a complaint.
Added
Transcript & AI Model Viewer: A new tool in the web-based UI portal lets users visualize transcripts alongside AI model outputs.
Improved
Landing Page Tour: A guided quick tour now welcomes users to the platform.
Improved
Bulk File Upload: Upload up to 20 files at once through the Portal for faster processing.
This milestone release introduces paid transcription and CX AI capabilities, key performance improvements, and feature updates that enhance both usability and accuracy across the platform.
Paid Transcription Now Available + Faster UI, Smarter Audio Handling
Added
Self-Serve Account Upgrades: Users can now upgrade accounts and pay via credit card, unlocking access to premium transcription and CX AI features directly from the web-based UI portal.
Improved
Transcription Accuracy Boost (en-US HighAccuracy): Word Error Rate (WER) for HighAccuracy English has dropped below 8%, significantly improving overall precision.
Improved
Pricing Alignment: HighAccuracy and HighSpeed transcription are now available at the same price, giving users the freedom to prioritize speed or accuracy – without cost tradeoffs.
Improved
Web-Based UI/Portal Performance Improvements:
• 50% faster load times across the UI
• No-code page auto-refreshes when media files finish processing
Fixed
Mirrored Stereo Audio Handling: Transcripts from mirrored stereo recordings no longer contain duplicated words, resolving a key audio-processing issue.
Scheduled Maintenance Notification
Please note a planned outage affecting both the ElevateAI web-based UI/Portal and the Cloud API.
Planned Maintenance: Temporary Outage Scheduled for November 11, 2022
Known Issue
ElevateAI | Known Maintenance Window
• Date: November 11, 2022
• Time: 10:30 AM – 11:15 AM EST
• Impact: Portal and API access will be temporarily unavailable during this window.
We appreciate your patience and understanding as we make infrastructure improvements to enhance platform performance and reliability.
We’re thrilled to announce the official launch of the ElevateAI API, making our transcription and CX AI capabilities available for direct integration into your applications.
ElevateAI API Is Live: Transcription & CX AI Now Available
Added
ElevateAI Audio Transcription API supports the following languages and variants:
• International English
• North American English (with optional HighAccuracy enhancement)
• North American Spanish
Added
Advanced AI Models: CX AI Models are now available across audio, transcripts, and chat interactions, enabling smarter insights from every customer conversation.