SUVA 25.04 DC Release Notes

We are excited to present the April 2025 Development-Completed (DC) release internally for SUVA users. This update introduces the SUVA APIs for pulling chatbot data into data visualization tools like Tableau. Additionally, we’ve enhanced the SUVA-powered (traditional) chatbots to offer conversational agentic-like experience.

Highlights of SUVA’s April (25.04) Release

1. SUVA APIs for Pulling Data into the Leading Data Visualization Tools

   To support advanced reporting and analytics, this release introduces new REST APIs that allow customers to directly pull SUVA chatbot data into their preferred data visualization tools, such as Tableau, Power BI, and Google Data Studio.

   Key datasets—including chatbot interactions, ticket metrics, and user engagement details—are exposed through these APIs and are returned in compatible formats like JSON and CSV, ensuring seamless integration with existing BI platforms.

   The SUVA APIs are secured with robust authentication and access control mechanisms, enabling administrators to confidently leverage their BI tools for deeper insights into SUVA activity and interaction data.

   You can create and manage SUVA APIs through the SearchUnify Admin Panel. For detailed instructions, refer to the following article:

   Get Client ID and Client Secret with an API App

2. Agentic Conversational Framework for SUVA Traditional (Legacy) Chatbots

   To unify the user experience across all SUVA interfaces, the conversational framework—previously exclusive to the Full-page Agentic interface—has now been integrated into SUVA’s traditional (Legacy) chatbots. This enhancement significantly improves response quality by enabling more conversational, context-aware, and human-like interactions.

   The framework dynamically generates natural language responses based on context, while still supporting fallback to traditional static replies to maintain consistency in tone, accuracy, and compliance with response guidelines.

   Note: The Agentic experience for legacy chatbots is currently controlled from the backend and is not available as a toggle in the admin panel. To enable this feature, please contact the SUVA development team.

   

   Fig: A video representation of the Agentic Conversational Experience in Legacy Chatbots. Click to view it.

Known Issue(s)

1. Incompatibility of Live Agent Transfer with Legacy Chatbots Using the Agentic Framework

   The Live Agent Transfer feature is currently not supported for legacy chatbots integrated with the Agentic framework. This capability is under active development and is expected to be available in the next month's internal release.

2. Limited Analytics for Legacy Chatbots Using the Agentic Framework

   Legacy chatbots utilizing the Agentic framework currently capture a limited set of analytics compared to SUVA chatbots that were previously powered by our in-house conversational framework.