Release Notes - February 2025

• Case Summary in Alerts: Users can now view the Case Summary right from within a Case Alert notification received in Slack. This enables all involved stakeholders to get a quick understanding of the issue reported in the case, current status and planned actions right within Slack.

• Voice Case support for Zoom Transcripts: We have enhanced our Voice pipeline to support a point-to-point [P2P] integration with Zoom, and it is agnostic of the CRM. We ingest all Zoom voice transcripts associated with a Case, parse the transcripts, and store them as case comments within SupportLogic for downstream processing such as signal detection, scoring, and prediction.

• Silent SSO Support: If user has an active session of their IDP (For example: if user has an active OKTA session in the background), silent SSO will allow users to seamlessly view the iFrame content and navigate to SupportLogic UI without having to manually login. No login is required even if user is not currently logged into SupportLogic.

• Ability to link relevant knowledge sources to Case: Support Engineers can link one or more knowledge sources that they found to be useful and relevant in resolving the issue, to the support case. The linked knowledge sources can be accessed from within Resolve Assist using the “Linked Knowledge Sources” filter. This association helps in improving search precision of subsequent search for knowledge. 

• Account Hub experience for Virtual Accounts, Virtual Orgs and Merged Accounts: Account & Support Managers can now review Virtual Accounts, Virtual Groups and Merged Accounts using the new Account Hub experience. 

• Account level Commercial signals:  Account & Customer Success Managers get a heads-up not only when there is potential churn risk with their Account, but also when there is a potential renewal or expansion opportunity. We detect commercial signals namely renewal signals and expansion signals based on the support conversations between the customer and the support team and surface it right within Account Hub. Users can filter the support cases based on commercial signals.
  
  This is currently being released to beta users only.
  
  

Account Insights iFrame: Account Teams and Customer Success Teams can now see the contribution factors that are impacting the Account Health Score. For example, a spike in number of active escalations, high severity cases, and cases with low sentiment could be causing the account health score to drop. With this insight, users can connect with the right stakeholders to help resolve the situation or choose to review further in SupportLogic.

Account Summary iFrame: Account Summary provides Insights about the Account such as current issues that need immediate attention, risks identified based on signals detected across conversations, and overall patterns & trends that need to be addressed. For example: It surfaces cases that have longer than usual wait time, cases that are having production issues, support engineers that are overloaded and more, helping the Account Team and Customer Success Team members with the right data points required to resolve the situation in collaboration with their support counterparts.

• Acknowledgement of audits - Agents must now mark an audited case, its scores and feedback, as acknowledged, before they raise any Disputes for the case. We have also got enhancements to this lined up wherein admins can define timelines for the same and make this mandatory - so stay tuned.
  
  

• Acknowledgement of audits

• Core signals in Elevate - All of the signals that are detected in Core (eg: Confusion, Frustration etc), will now be available to view in case pages in Elevate. Soon, these will also be available as filters to use in pages and during workflows like Assignments.

Core signals detected in Elevate

Case Details - enhancements 

• Activity Log - There are new entires that have been configured for acknowledgments, Mark for Review flows and AutoQA related statuses (eg - Excluded from AutoQA etc)

• Feedback - Until now, to view feedback that is linked to a case that is not a part of an audit, a user had to navigate to either the Coaching pages or the Disputes page. Now, all of it is available within the Case Details page itself, within the feedback tab.
  
  

Feedback tab within Case Details page

• Agent Insights search page, Customer Insights search page and Account Hub search page refreshed layout

Agent Insights search page

• Enhanced draft response and tone generation: Resolve and Response Assist now offers an enhanced “generate draft response” experience. Support Engineers are presented with a draft response that is based on the latest status and next steps as determined by the case and knowledge summary. It also takes into consideration the last response sent to customer to ensure the draft response is incremental and not repetitive. Support Engineers are given the control to accept or deny the generated draft response and tone changes, allowing them the opportunity to thoroughly review the GenAI generated content.

This is currently being released to beta users only.

• A new Extension (Expansion) signal has been introduced within the Commercial category. This signal detects sentences and phrases in which customers inquire about or seek guidance on potential extensions of existing services or subscriptions. The Commercial Signal Extension is designed to better address customers' evolving needs while also presenting opportunities for revenue growth. The new signal was added with a precision of 0.978 and a recall of 0.833, providing coverage of 0.1% of all the data.

• Feature Request signal: We updated the signal based on the customer's feedback and additional training data with a precision of 0.944 and a recall of 0.708. Now we detect nearly 60% more Feature Request signals.

• Documentation signal: The existing documentation signal was reviewed and re-trained to gain better coverage and more accurate results. After the update the precision of an updated signal stands on 0.976 and recall on 0.800. Now we detect nearly 70% more signals.