| Type | Feature title | Description | Platforms |
|---|---|---|---|
| Users features | |||
| New or enhanced feature | Human-in-the-Loop (HITL) clarification | CX Insights supports Human-in-the-Loop (HITL) clarification to improve query accuracy and user experience. When the AI encounters ambiguous inputs or lacks sufficient context, it no longer returns a generic error. Instead, it asks a targeted follow-up question directly in the conversation, such as clarifying between similar entities or confirming assumed filters like date ranges. Once clarified, the query resumes seamlessly with the correct context. | Web portal |
| New or enhanced feature | Project organization and session navigation | Users can organize CX Insights work by creating projects that group related chats and reports into a shared workspace. Chats can be moved between projects, and projects can be shared with view-only or edit access. A cross-chat search lets users find keywords across chats and reports, with results that link directly to the relevant question or moment. A session progress bar enables quick navigation within conversations, while centralized report libraries at the chat and project levels make it easy to access all generated outputs without scrolling through chat history. | Web portal |
| New or enhanced feature | Persistent memory across CX Insights sessions | CX Insights includes a persistent memory store that retains analytical context across sessions at a user level offering personalization, so users don't need to reset their workspace or coach insights each time. Memory is captured automatically through repeated actions, declarations from the user or saved mappings, and gets triggered naturally during conversations. Users can manage all entries or add entries for persistent memory in a dedicated Memory panel under Settings and Personalization. | Web portal |
| New or enhanced feature | Report generation and sharing for CX Insights | Users can generate structured reports from CX Insights markdown answers . The feature preserves markdown formatting including headings, bullets, and tables when copying content or creating reports. Reports can be downloaded as PDFs while maintaining proper permissions and audit logging. | Web portal |
| New or enhanced feature | Expansion of homepage with operational insights | CX Insights enables users to directly interact with homepage operational visuals such as charts, cards, and trends to easily explore the specific set of transcripts behind those metrics. It automatically identifies and scopes the relevant transcripts and provides insights based on the visual's applied filters, including time, team, queue, agent, and issue parameters. | Web portal |