Zoona AI
When your support agents resolves a conversation that AI agent could not answer, Zoona AI can now suggest updates to your knowledge base based on that conversation.
Suggestions are presented for review, so support managers can approve the changes.
This helps close knowledge gaps over time, so the AI agent can handle more of these questions in the future.
Increased the maximum allowed buckets in the AI Classification node, giving teams more flexibility when building detailed classification flows
Optimised the knowledge gap queue to reduce overload and improve reliability as knowledge gap suggestions are processed
Fixed an issue where agents were unable to merge conversations
Fixed an issue where filters in team view were not being applied correctly
Fixed an issue where merging tickets from the same email could append the requester’s email again in CC on the primary conversation
Fixed an issue where default classification categories could continue to persist even after new categories were added