We’re excited to introduce several updates designed to enhance your NiCE ElevateAI experience – including the much-anticipated launch of Echo Real-Time Transcription. The release also includes refreshed UI elements and updated branding to align with the new NiCE visual identity.

Real-Time API v1.0.0 is now live! Our new Echo Real-Time API is now available, delivering low-latency transcription (300–1200 ms) with automatic summaries delivered every 30 seconds. 
Built for live, in-the-moment insights, ElevateAI Echo Real-Time API is ideal for live contact center scenarios where speed and accuracy matter most.

Test our powerful new real-time capability instantly with the new “Stream Mic” button on the Portal homepage. A refreshed demo modal walks you through what’s possible, previewing the real-time transcription and summarization functionalities in action.

We’ve updated the Interactions page to clearly indicate whether an interaction is “Real-Time” or “Post Call,” for easier session tracking and analysis by engagement type.

“Pay As You Go” accounts are now labeled “Enterprise” in the UI, to better reflect our enterprise-grade scale and capabilities.

The Portal UI has been refreshed to reflect our updated branding. Our “What’s New” popup has been refreshed to reflect changes in the latest release, so you can stay informed directly within the Portal.

ElevateAI Debuts Echo Real-Time Transcription v1, Unveils UI Updates

We've significantly enhanced our Generative AI capabilities to empower users and drive stronger enterprise outcomes. This update also includes key administrative improvements and bug fixes to further optimize your ElevateAI experience. 

This release introduces improvements to Agent Coaching Assistant, including enhanced prompting functionality and advanced Generative AI capabilities to boost performance and user experience.

We’ve improved our industry-leading AutoSummary product by increasing the response length for all summaries, providing more detailed and comprehensive results.

The Ask ElevateAI Q&A input limit has been increased from 250 characters to 2000 characters.

We've enhanced account settings capabilities, adding the option to extend user invitations directly within the ElevateAI application.

Resolved a known issue with a language header and updated an icon setting within the application.

Generative AI Enhancements, General ElevateAI Improvements

Our Echo transcription model has been enhanced – and the latest updates bring new features and functionality for our fastest and most accurate transcription model into closer feature parity with our purpose-built CX model! 

New Feature: Diarization for Stereo Audio Files in Echo
Stereo audio files processed through Echo now feature diarization, automatically distinguishing between speakers as ParticipantOne and ParticipantTwo for clearer speaker identification.

New Feature: Enlighten AI and CX AI Scores for Echo by ElevateAI Interactions
Enlighten AI and CX AI scores are now available for interactions processed using Echo by ElevateAI, providing deeper insights and enhanced analysis.


New Feature: Download Authentication for Interactions
Interactions can now be downloaded with authentication details, enabling secure authentication through a third-party source. Currently, the supported authentication methods are "Basic" and "Bearer."

Improved messaging prompts when user attempts non-permitted actions with a deactivated token.


Identifiers on our interactions table now have a copy to clipboard icon on hover.

Interactions page filter behavior has been updated for increased clarity in reporting.


Based on user feedback, we have modified display names for certain languages.

Echo Transcription Model Enhancements, General ElevateAI Improvements

New Feature: Explore Filter Management for Administrators
Administrators now have the ability to apply Explore filters across invited user accounts. This feature enables admins to restrict access to specific data by applying filters to user accounts. For instance, Administrators can limit a Supervisor's access, ensuring they can only view interactions related to the agents they directly manage.

Check it out on the Manage Accounts page!



New Feature: Explore-Only User Access
Explore-only user access can now be granted without providing access to API management. This feature allows administrators to control user permissions more precisely, ensuring users can only access Explore features.

New EAI Explore Features: Enhanced User Permissions + Filter Management

Introducing Echo, our most accurate transcription model ever!  

Echo delivers a significant leap in accuracy, outperforming our purpose-built, CX-focused model by 40 percent (40%)! Echo also adds support for 50+ languages and language auto detection capabilities.

To take advantage of the Echo model, add the body parameter "model" to your POST declare and set the value to "echo."  

NOTE: Currently, the Echo model does not diarize between speakers, perform redaction or process for CX AI.  Future releases will move Echo towards feature parity with the CX model.



Generative AI (Gen AI) endpoints now support 50+ languages.

All New: Echo transcription model

Metadata can now be viewed in the transcript player in both the Portal and Explore.

Close Account button added to the user profile page.

Added time formatting options in Advanced Download function.

Numerous user preferences are now stored across user sessions for ease of use.

Auto refresh on Interactions page is now functioning as intended.

 Numerous enhancements to ElevateAI Web Portal and Explore

Improved overall Generative AI (Gen AI) speed: enhanced Gen AI, increasing success rates to 100%, while reducing Gen AI response time. 

Enhanced overall Gen AI accuracy: ElevateAI is recording a success rate of nearly 100% across ALL Gen AI endpoints.

Restructured Gen AI-powered Agent Coaching Assistant formatting and results across transcript player and API.

Gen AI results now default to being returned in the native language of the call being processed

All Gen AI endpoints now support all languages supported by ASR

ElevateAI Explore Tour is available and featured for first-time Explore users and is featured on the lower corner of the page for all users.

Update Metadata is now available via the API

In Explore, the From List operator is fixed for Sample Data usage

Disabled open Transcript player on Sample Data interactions

Fixed spacing in AI scores as displayed in the transcript player

Significant Generative AI Enhancements, Feature Updates, Administrative Changes and Bug Fixes

API AI results have been updated to include AgentBehaviorScore. Agent Behavior Score measures agent performance against one or more Enlighten behavioral metrics captured during an interaction. 

Audio, Chat, and Transcript interactions are all now viewable in the transcript player

Audio, Chat, and Transcript interactions are all now included within ElevateAI Explore

Sign up error messaging has been improved for clarity

Updated punctuation conventions for Japanese language (ja) transcripts

Language Update, API AI and Administration Updates

Sample data mode switch added to the ElevateAI Explore sidebar. When switched to the ON position, all queries, widgets, and dashboards in ElevateAI Explore will use a demo dataset in lieu of using the user's data.

ElevateAI Explore Update

The Ask ElevateAI Q&A feature has been added to the transcript player in the user interface. Ask ElevateAI allows users to ask questions about a customer service interaction and receive transaction-specific answers in response, post-interaction.

ElevateAI's Generative AI capabilities now include a Question & Answer API endpoint for Ask ElevateAI (this allows for up to 5 questions to be asked about each interaction)

Transcript player now opens for chat and transcript type interactions allowing for the use of ElevateAI's CX AI and Generative AI capabilities

Generative AI Updates and User Interface Enhancements

The transcript player now provides a Copy to Clipboard icon for interaction identifier and the Generative AI textual summary

Status reporting in the API is now accurate for failed interactions

The download URL is now included in the parameters API endpoint

API Updates and User Interface Enhancements

Transcript player Auto Summary now defaults to the same language as the interaction

Transcript player now includes Generative AI preferences settings, including an option to select the AutoSummary language - All supported langauges are available

API Summary endpoints now accept a header entry for "Accept-Language" which specifies the desired language for the summary - All supported languages are available

Generative AI endpoint performance is now even faster and better

Advance Download option: Users can choose whether to include speakers and timestamps

Delete action is now available on the Interactions page

Bulk Actions: Users can act on up to 100 interactions at a time on the Interactions page (for download and/or delete)

The Status page has been updated to the new design format

User Interface Enhancements

Generative AI support is now available for Mandarin and Cantonese  

The user interface has been updated for the Usage page

Explore access is now granted immediately upon user request

50 Token limitation has been removed for paid accounts

The Tour on the Welcome page has been updated

The Transcript Player now presents tabs based on language and availability

Generative AI support for Spanish, Brazilian Portuguese, Japanese, French, and German  

API and UI now return Index Scores and descriptions for CX AI models

Original filename is now automatically populated for audio

The Upload and All Results pages have been merged into a new Interactions page, with added functionality

Generative AI results are now even faster and more accurate

The tour on the Welcome page has been updated

Language Updates, Generative AI Updates, and User Interface Enhancements

Landing page and tour have a new look and feel!

Language Updates and User Interface Enhancements

Our Generative AI API functions harness the power of cutting-edge AI to extract interaction-specific insights such as: AutoSummary, Summary Details, AgentAction Items, Interaction Topics, Agent Coaching, and Conversation Composition.

Also included in this release are generalized Summary, Summary Details, Action Items, and Topics, built for use with non-contact center-specific conversational analysis.

Read more: https://docs.elevateai.com/tutorials/elevateai-generative-ai-api-calls

Now Available via ElevateAI: Generative AI and AutoSummary

Numerous ElevateAI Explore user interface updates, including nested search criteria, global widgets and dashboards, and added administration-level functionality.

Significant improvement in sentence structuring and diarization (speaker determination) for mono recordings using North American English and International English processing options. 

ElevateAI Explore feature set enhanced with dynamic drill down capability and delta (comparative) metric widget.

Numerous UI improvements, including improved handling of varying screen sizes.

ElevateAI Explore Features and User Interface Enhancements

New ElevateAI Explore feature for built-in business intelligence and analytics!  Put the power of AI to work for you by designing purpose-built dashboards with just a few clicks! 

NEW: ElevateAI Explore Launches

Japanese (ja) language coverage with HighAccuracy 

Language Expansion: Japanese

Major Functionality: Multi-user Account functionality in support of our enterprise customers

English (en_us) - voice activity detection update and accuracy increase of ~2%

Language Update and Functionality Expansion

Brazilian Portuguese (pt-br) HighAccuracy 

Latin American Spanish (es-419) HighAccuracy 

English (en and en_us) accuracy, and formatting. Numbers are now converted into digits when retrieving punctuated transcripts 

Brazilian Portuguese (pt-br) complaints identification AI model

Added support for calls shorter than 5 seconds

Language Updates and Functionality Expansion

International English(en) HighAccuracy. WER down to ~8%!

Sales Effectiveness AI models to help idenfity sales behaviors on conversations

Web portal landing page now includes a quick tour

Upload up to 20 files at once using the portal 

Transcript and AI model model viewer added to web portal 

Chrun AI model to detect likelyhood for a customer to churn

Complaint AI model to detect likelyhood for a customer to file a complaint 

Expanded AI Models and User Interface Enhancements

You now have the ability to upgrade your account and pay for transcription/CX AI with a credit card

Mirrored Stereo Support: Mirrored Stereo calls will no longer generate transcripts with duplicate words 

Significant improvement to accuracy for en-US "highAccuracy."  Average WER down to less than 8%

No-code page now will self refresh when a media file has finished processing 

Load times for the UI portal are 50% faster

highAccuracy transcription is now same price as highSpeed. Feel free to chose what is important to you

First Major Update!

ElevateAI portal and API will be down from 10:30 AM EST to  11:15 AM EST on November 11, 2022.

Notice of Planned Outage

Audio transcription services for International English, North American English (including optional accuracy enhancement), and North American Spanish

CX AI services for audio, transcript, and chat interactions

Launch Notice: ElevateAI API Now Available!

Discover the latest updates and enhancements to the ElevateAI's speech-to-text via Cloud API. 
Changes include language expansions, UI improvements, new Gen AI features, and API enhancements. 
Start for free, scale infinitely with ElevateAI by NICE.

Release Notes