A simplified chatbot builder that uses just prompts and tools. Unifies the chat and Voice AI editor experience, making it easier to manage bots across channels and quicker to build without needing technical workflows.
AI Knowledge Base - design overhaul
A full redesign of the AI Knowledge Base to improve structure and functionality. The goal is to help customers manage knowledge more effectively and surface better answers across the platform giving more understanding of AI behaviour.
Planned
Voice AI - handoff into different Contact Centres
Currently under consideration.
In Progress
Voice AI - pronounciation configuration
Voice AI does not always get names right. An issue to investigate how we can add the ability to customise pronounciations
Backlog
Voice AI calls into Talkative
Make transfers between Voice AI and the Talkative call centre more seamless.
Mask customer details from Voice AI Transcripts
Investigate ways we can mask specific customer information (eg. credit card numbers, SSN) from the transcripts generated from Voice AI conversations.
Voice AI - new UI
Improve the Voice AI UI so that it is easier to set up.
Improve voice AI analytics
Investigate pulling more data from Voice AI chats and exposing it in the Talkative analytics suite.
Email AI - improve font matching
When Email AI inserts a response into a partner system the font does not always match. Investigate what can be done about that
Improve partner access
Partner access to our platform requires individual user creation. This issue would improve that so that partners could have their own set of permissions
Add translation to Voice AI transcripts
While Voice AI supports all languages, supervising for languages without speaking them is very difficult. Explore translating the logs for easier supervision.
Enhance AI Assistant tooling
Our AI assistant currently provides only analytics reports. We could add support features for running insight reports or asking questions to our support AI
Auto Conversation Scoring
Score conversations on customer experience and happiness automatically without requiring customers to leave feedback.
Add Voice AI Stats to homepage
The current homepage is focused on chat/video deflections. Add in Voice AI statistics to the homepage.
Navi advice
Add ability for Navi to proactively suggest actions to agents. For example "The customer seems interested in X. Make sure you recommend Product Y".
More options for Masking in chat
Currently, credit card numbers get sanitised automatically. This is an issue to consider adding more masking options including for SSNs, drivers license numbers and passports.
Flag for wrong test run answers in AIKB
AIKB has test runs which are how you improve on your KB. it might become a bit easier to manage your improvements if you could flag answers as wrong.
