We've made some improvements to our web scraper you can use to import content from your knowledge base into your AI Agent:

Your AI Agent might need to hand customers off to human agents for a variety of reasons, and the best way to perform those handoffs can vary for different situations. Now, you can create multiple handoff scenarios for your customers, and you have more options to help your AI Agent when to trigger them:

• You can add a name and description to a handoff. When your AI Agent knows it has to hand a customer off to a human agent, it uses these and the conversation it's had with the customer to decide which handoff is appropriate to perform.
• You can add availability rules to a handoff. Based on variables associated with your customer (e.g., which browser they're using), you can make a handoff available to some customers but not others.

For more information, see Manage how your AI Agent hands customers off to live agents.

Beginning today, all Ada customers are now able to support multiple languages with the same AI Agent or bot. If you didn’t previously have access to this feature, this means that your generative AI Agent or your scripted bot is now able to have conversations in non-English languages.

To get started, visit our multilingual Help Docs:

• In your generative AI Agent, see Support multiple languages in the same AI Agent.
• In your scripted bot, see Support multiple languages in the same bot.

We've released several improvements for your AI Agent's automatically generated conversation topics:

• We've improved the technology your AI Agent uses to automatically assign conversations into topics. Now, your generated topics are more accurate and specific.
• We've removed the requirement for your AI Agent to have at least 2,000 conversations before assigning conversation topics.
• You can now create topic categories to organize your topics into similar themes.
• In the Conversations view, you can now reassign conversations to a different topic.
• We've improved the look and feel to make your topics easier to manage, including adding a timestamp so you can see when the most recent conversation in a topic happened.

For full documentation, see Review and analyze conversation topics. If you can't see these improvements in your AI Agent's dashboard, reach out to your Ada representative to get started.

When you're creating or editing an Ada article, you can now apply bold formatting to your content. Whatever appears in bold in your article will also appear in bold in your AI Agent's generated replies.

For more information, see Add knowledge directly to your AI Agent using Ada articles.

Your AI Agent and scripted bot can now have conversations in non-English languages, including:

• Dutch
• French
• German
• Italian
• Spanish
• Swedish

Additionally, you can now configure region-specific dialects for the following languages:

• French
• Canada
• France
• English
• Australia
• Canada
• United States
• United Kingdom
• Spanish
• Spain
• United States

Choosing the dialect that your callers are most likely to use will help your AI Agent or bot more accurately transcribe their speech. You can also choose a speaking voice that matches the dialect of the region where you’re receiving calls.

For more information on multilingual voice, see:

• In your generative AI Agent, see Enable Voice in multiple languages.
• In your scripted bot, see Enable Voice in multiple languages.

Your AI Agent can now parse information contained in tables in your knowledge base. As long as your tables are using valid Markdown, your AI Agent will be able to accurately retrieve information from it - with no added latency.

Your AI Agent can now use content in any of the following languages:

• Arabic
• Chinese
• Dutch
• French
• German
• Italian
• Portuguese
• Spanish

Your AI Agent will prioritize delivering content from customers' languages from knowledge content written in their languages (e.g., French chatters can only be served with French content, defaulting to English content only if no French articles are enabled).

To enable this feature, contact your Ada team. To learn more, see Provide knowledge base content written in multiple languages.

We’re thrilled to unveil a redesigned navigation for the generative Ada dashboard, aimed at improving the user experience and providing intuitive access to new and improved features. Below, we've detailed the updates grouped into key areas for your convenience.

New Features​

• Home: Ada’s new Home offers an at-a-glance overview of your AI Agent’s performance.
• Genni, your AI Agent: Introducing Genni, Ada’s newest AI Agent, designed to support your journey as an AI Manager. Genni comes equipped with the latest insights on how you can best onboard, train, and promote your AI Agent.

Key Updates​

• Conversations at your fingertips: "Conversations" is now a top-level navigation item, allowing for quick access to your interactions without navigating through menus.
• Web chat settings: All settings that are specific to the Ada web chat widget now live in one place, including appearance customization, installation instructions, launch controls, chat persistence, approved domains, and privacy settings.
• Training materials: Guidance, Knowledge, Actions, and Processes, the key training materials used to improve your AI Agent, are now grouped together under “Training”, reducing effort to navigate between these features.
• Configure your AI Agent’s profile: Settings used to configure your AI Agent’s persona, greeting, handoff behavior, languages, and variables sit together under “AI Agent profile”.
• Channels and platform: Settings to launch your AI Agent on different channels all live under “Channels” while settings to extend your AI Agent’s capabilities, such as APIs, live under “Platform".
• Performance monitoring: Reports and settings for configuring metrics like CSAT now all live under “Performance”.

We've made several improvements to your AI Agent's messages to make them more readable:

• When your knowledge base contains bold, lists, and links, your messages will contain that formatting too.
• Your AI Agent will now send additional links as separate messages, rather than including inline links in messages, so messages look consistent and clean between messaging channels.
• When you're creating structured content (e.g,. writing a Greeting or creating a Process), you can now use the Link block. For more information, see Create workflows with Processes.