Users will now have the option to “Ask KBo” about any data point in Signals to receive an immediate, robust analysis of a sample of those conversations. This makes it easier than ever before for customers to get insights from KBo directly in Signals.

Now, if a user asks KBo to generate a montage with similar clips, KBo will add links to each conversation in the chat, with a preview of each clip’s transcript. This makes it easy for users to navigate to the conversations that each clip was pulled from.

Users want to ask KBo about model results to understand how results are distributed, and how these results relate to other conversation metrics. Now, KBo can answer questions such as:

Previously, if a user wanted to add more filters on top of a saved filter, they were required to save the new filter in order to apply it. We’ve changed this, so now users can apply filters on top of a core saved filter without actually saving the new set of filters. This makes it easy to use a saved filter as a “base” for analyzing conversations, and then apply additional filters to compare data sets.

Smart Banners help you quickly understand why you’re seeing a specific set of results by showing clear “breadcrumbs” that explain your applied filters.

With this update, Smart Banners now include Words & Phrases. When you use these filters, you’ll see that context displayed right in the banner, making it easier to trace how you arrived at each conversation.

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.

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:

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 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.

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!

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!

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.

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.