Customer Service & Support change log

Sierra launches Compliance Console for outbound agents

Compliance Console, built into the Horizon platform, sets per-channel disclosures, contact windows, holiday exclusions, frequency limits, and opt-outs for agents' proactive outreach.

Sierra is available on Google Cloud Marketplace

Companies can buy Sierra through Google Cloud Marketplace, with qualifying purchases counting toward existing Google Cloud commitments.

Phone calls route to teammates by skill

Inbound Intercom phone calls now ring the teammate with the matching skill first, reusing the skills already used to route chats and emails.

Personal Agent Middleware for requests from customers' AI agents

Parloa introduced Personal Agent Middleware, which applies a brand's rules and permissions when personal AI agents contact support on a customer's behalf.

Workforce Management becomes part of the Pro add-on

Intercom made Workforce Management (volume forecasting, scheduling, staffing gaps) available with the Pro add-on; Beta users need Pro to keep using it.

AI Agent on Socials becomes generally available

After a beta, Gorgias AI Agent now answers on Instagram DMs, Facebook Messenger, and WhatsApp for all AI Agent customers, with same-thread handover to the team.

Cresta launches Deputy Agent, a long-running AI agent for customer operations

Deputy Agent automates work that continues after a customer interaction, executing workflows across systems and teams until the job is done.

AI Coverage puts AI Agent intents and handovers on one page

Gorgias released AI Coverage (formerly Intents), showing every intent with its tickets and handovers and letting teams choose what AI Agent handles or hands to the team.

Context Intelligence carries customer context across conversations

Parloa launched Context Intelligence, a customer-understanding layer that lets its AI agents remember facts across conversations and channels.

ChatGPT plugin, post-call emails, and a new Synthflow app

Synthflow released an official ChatGPT plugin for building voice agents, post-call email actions, and an early-access new app at app.synthflow.ai.

Decagon launches Voice 3, Personal Agent Gateway, Agent Modules, and Duet Apprentice

At Decagon Dialogues, the company introduced Voice 3 (with its first in-house voice model, Chord), a channel for customers' personal AI agents, industry Agent Modules beyond support, and Duet Apprentice.

Voice AI agents become generally available

Zendesk made voice AI agents generally available for Zendesk voice customers, with end-to-end phone automation, handoff to human agents, transcripts, and support for 53 languages.

Campaigns, Advanced Synthflow LLM, and business hours

Synthflow's September 4, 2026 changelog entry added Campaigns, the Advanced Synthflow LLM, Business Hours, and analytics across subaccounts.

New 1–5 PolyScore across voice, messaging, and email

PolyAI moved its automated conversation quality score from 0–10 to a 1–5 scale with a transparent rubric that evaluates voice, messaging, and email.

Cresta launches next-generation Cresta Insights

An upgraded AI Analyst, Topic Discovery, and new Real-Time Trends make Cresta Insights more real-time and agentic.

Level AI introduces Latitude, seven CX-specific models

Level AI Latitude adds seven domain-specific models for customer experience that the company says run 4x faster and up to 49x cheaper with accuracy on par with frontier LLMs.

Email AI Agent reaches Freshdesk Pro and Enterprise

Freshworks' May 2026 launch post (May 13, 2026) states the Email AI Agent is available on the Pro and Enterprise plans for Freshdesk beginning May 29.

Observe.AI launches Companion Agent for frontline teams

Companion Agent is a multi-agent interface that supports human agents before, during, and after each interaction with context, step-by-step guidance, and after-call summaries.

Zendesk completes its acquisition of Forethought

Zendesk closed its acquisition of Forethought, announced on March 11, 2026; forethought.ai now says Forethought is part of Zendesk.