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Automatically detect when customers ask questions your current knowledge base can’t answer, so your team can quickly find and fix the gaps
Key Features
- Intelligent Gap Detection: Automatically identifies unanswered questions during your calls and surfaces the specific scenarios and questions where your knowledge base falls short
- Seamless Resolution Workflow: Add missing information directly to your knowledge base through an integrated UI
- Performance Analytics: Metrics and reporting (coming soon) to track coverage improvements and agent effectiveness over time
This feature lifts agent performance by continuously sharpening the knowledge base. Agents start strong and, through ongoing gap detection and fixes, quickly handle a broader range of customer questions with more confidence
Improvements
Pathways & Routing
- Added keyword search across pathway nodes to quickly find specific prompts, conditions, and content. Use Cmd+K to open the search modal in your pathway
- Fixed clone pathway version button that wasn’t responding to clicks
- [Enterprise] Resolved dropdown issue in custom code modals that prevented changing node types
Call Logs & Management
- [Enterprise] Citations now display in call log details with line breaks for better readability
- [Enterprise] Improved citation reliability in list calls API endpoint
- Fixed scrolling issue when opening proxy calls from transferred calls
- Fixed UI error that would occur when filtering for “created at” timing in call logs
- Resolved pathway filtering issue that prevented selecting specific pathways when using the “in” operator
Personas
- Improvements to Personas, specifically phone attachment UX and webhook fix
SMS Features
API & Development
- Added support for
use_candidate_model and pathway_version fields in pathway chat creation
- Adds a retry for sensitive voicemail detection if no transcripts are found and increases SVD timer to 10 seconds instead of 5
Voice & Audio
- Added additional support for noise cancellation on babel
