Version 4.0 of Conversational AI Cloud is introduced to prepare the service for the high growth we currently experience. To increase performance and scalability we improved the way the system handles your content, the heart of an effective conversational agent.
Originally the release was scheduled during a maintenance window of three days, from April 29th 09:00 up to May 1st 23:59. Test results in the final stages of the release indicated that the Publication process did not work correctly. Incorrectly translating content in the CMS into the production chat logic. Which would lead to bots and agents responding to end users in unexpecting and incorrect ways. Therefore, it was decided on Sunday May 1st at 23:15 to extend the maintenance into Monday May 2nd and keep the Publication disabled.
Throughout Monday, and Tuesday the team discovered additional issues with the publication process that required rework and additional testing. Several customers also experienced problems with other features of Conversational AI Cloud, such as creation of new QA’s overwriting existing and problems with the Dialogs that prevented a hand-over to live chat. At that point it was decided to escalate the maintenance window into a P2 incident.
On Wednesday May 4th at 23:27 all the issue had been resolved, thoroughly tested and publication was re-enabled for customers.
We regret the course of events during the previous week and apologize for the inconvenience. A lot of you have been wanting to publish changes to active content and it took too long for that to be enabled. We take this very seriously and are taking actions to reduce risks with complex Conversational AI Cloud product releases and improve incident communication.