We have added a new provider for part of our AI Knowledge Base lookups. This provider offers faster and more reliable lookups. Our Customer Success team will be in touch to provide instructions and compliance information on switching providers.
Once an agent has accepted hand-off from Voice AI, our new Voice AI Assist feature displays existing call transcripts and can offer real-time response suggestions. Your agents can also utilise Navi as the would in a chat interaction.
Voice AI Assist is also available to organisations that don't currently use our Voice AI offering.
Reach out to your Customer Success Representative to discuss trialling this feature.
Voice AI interactions can now be routed within Mitel without requiring Mitel Pro Services. Reach out to your Customer Success Representative for assistance in configuring this feature.
Organisations will now be notified via email when their Voice AI minutes usage reaches 50%, 75% and 99%. This gives you plenty of time to increase your Voice AI minutes cap without interruptions to your system.
You can choose to show only the first relevant card in your chat widget, rather than all relevant cards, when using the chat widget's default display settings. This feature is available in our new chat widget editor.
A new version of our Salesforce package is released. This release includes:
Easier viewing of extra interaction details.
Increased transcript size limits, allowing longer transcripts to sync with Salesforce.
Required trusted URLs included by default, improving onboarding for new customers.
Fix an issue where call recordings stored in Azure would be cut-off during playback in the interactions logs.
Revert GPT 5 mini to GPT 4.1 mini to improve response times.
New interaction logs are now correctly highlighted in menu.
