October 12, 2025
Topics Filter: Search & Select All
We’ve added a search bar and the option to “select all” to the Topics filter, making it easy to find and select topics that include the partial word or phrase you’ve entered.
Note that the topics filter focuses on surfacing conversations where any selected topic is the primary topic of the conversation. This means that a topic can be present on a conversation, but if it is not the most prevalent topic on that conversation, it will not be returned in your search.
October 2, 2025
New Summary Model!
The data science and conversation analyst teams have been hard at work. We’re excited to debut a brand new summary model, live today! Here are the notable improvements:
More human-like summaries, significantly increasing overall summary quality
Trained on more diverse data that did not exist at the time of the previous version’s training
Better summarization of short calls and voicemails
Proactive notification when the transcript is too short to generate a summary
Eddy Effect & Safety Event in Smart Banners
This is the first step towards making Smart Banners in Conversation Details clickable to take you to relevant parts of the transcript! Now, if you navigate to a call by filtering for Eddies or Safety Events, you can click the Smart Banner to scroll directly to the highlights. Those results are also clickable, so you can go directly to that part of the transcript.
KBo Analyze Trends Sample Increase
KBo Analyze Trends will now analyze up to 50 conversations rather than just 25! This mean you can achieve a more comprehensive, in-depth transcript analyses with KBo.
New agents filter in Signals and Conversation Explorer
We have a new way for users to find and select agents when filtering in Signals and Conversation Explorer!
Now, users can peruse a full list of agents, search for agents by name, and make multiple selections (before, you needed to remember the names of agents they wanted to select). This makes it easier than ever to find and choose agents for filtering!
Sub-bullets in custom text on Signals dashboards
Users were unable to add multiple layers of sub-bullets in the custom text area for Signals dashboards. We fixed this! You can now indent to your heart’s content!
Percent of total conversations on the Eddy Effect by Classifiers Over Time data grid
We’ve added a column for “% of total conversations” to the data grid on the Eddy Effect by Classifiers Over Time report. This will make calculating the percent of total conversations for each classifier much easier.
Graph labels in Signals show range of data
Previously, when viewing an over time graph in Signals, it showed one data per point on the x-axis.
Now, if multiple days are represented on a data point on an “over time” Signals graph, the labels will show the range of days, rather than a single date.