A new automation potential report analyzes your customer conversations and identifies requests that can be automated with AI agents. This report provides brand-specific insights and sample ticket data, showing you exactly how an AI agent would respond to customer inquiries.

(Advanced) Agentic AI for advanced email AI agents is now generally available. This enables AI agents to understand emails, answer questions, automate procedures, and escalate when needed, reducing back-and-forth with customers.

Copilot now includes macro content suggestions and trust and safety recommendations. These new recommendation types help you improve agent productivity and account security without spending time going through complex settings.

Generative search in help center now supports a follow-up question for customers using the Web Widget. This enhancement creates a smoother path from self-service search to a conversational experience with an AI agent, reducing repetition and keeping context from the original search.