What's New
What's New
What's new in your Consumer Care Platform
Every month, the improvements we ship to your AI agent and to this portal, and what they change for your callers and your support team.
November 2026
LatestTickets your team can act on right away
What we shipped in October
Every ticket tells you what the caller needs
A short title and summary on each ticket card show what the caller needs at a glance. Follow-up calls are added to the same ticket.
The right next step for every caller
Callers who ask to speak to a person hear: “I'll have our team call you back about your missing items.” When the agent has already answered the question, it asks the caller before opening a ticket.
The right answer from your FAQ
When a question could match several FAQ entries, the agent uses the conversation to pick the most relevant one, and keeps answering questions after the ticket is created.
Numbers by keypad
Callers can enter their order or callback number on their phone keypad, or confirm the number already on file: “I have a number ending in 4 5 1 0. Is that the best number to reach you?”
Accurate answers, with privacy in mind
The agent confirms which order it is discussing before sharing details, and clearly explains when a delivery is running late.
Conversations that end naturally
Calls end once the caller has the information they need, and additional details shared at the end of the conversation are added to the ticket.
October 2026
Promises your callers can count on
What we shipped in September
A precise callback time
“Monday, or Tuesday morning at the latest” instead of “within one business day”, based on your support hours and holidays.
You control the promises
Set your support hours, holidays and delivery times in Company Profile. The agent's wording follows automatically.
Clear updates on split shipments
“3 of your 10 items have been delivered; the other 7 haven't shipped yet.” A ticket is offered when the rest is late.
Repeat callers recognized
The agent finds the caller's open ticket, tells them where it stands, and never opens a duplicate.
Smoother conversations
The agent replies quickly and gives extra time to callers who pause or read out numbers.
A clear, friendly wrap-up
Every call ends with the caller's name, their ticket number and when to expect a callback.
September 2026
Every number right the first time
What we shipped in August
Callback numbers confirmed
The number is read back exactly as recorded and confirmed by the caller before it is used.
Phone numbers, however callers say them
Callers can give their number in groups or with pauses, and impossible numbers are caught right away.
Tidy, readable tickets
Names and details are written cleanly, and a request to speak with someone is stated plainly on the ticket.
A warmer, more natural voice
A more natural voice at a comfortable pace, with your brand and product names pronounced correctly.
Responsible AI documentation
A Responsible AI framework, an AI use policy and a reference architecture, ready for your procurement and security reviews.
August 2026
Always available
What we shipped in July
No awkward silences
If a reply takes longer than usual, the agent tells the caller and keeps the conversation going.
Your line keeps answering
Built-in redundancy takes over automatically behind the scenes, so every caller gets an answer.
Your greeting, word for word
Every call opens with your exact approved greeting.
More ways to ask for a person
“Somebody”, “anybody” or “a real person” now always lead to a callback offer.
New issue, new ticket
A caller with an open ticket who calls about something else gets a new ticket.
July 2026
Faster answers
What we shipped in June
Snappier replies
The agent starts answering sooner, so conversations flow naturally.
Picks up faster
Callers hear your greeting up to 1.7 seconds sooner.
More questions answered on the spot
The agent understands more ways of asking, and answers “Are you open?” with your hours.
Your team members asked for by name
The agent recognizes the names of your team members and offers a callback.
Instant call summaries
Call and ticket summaries are ready in under a second.
June 2026
Every ticket ready for a callback
What we shipped in May
A number your team can dial
Every ticket comes with a confirmed callback number. Callers who can't give one are pointed to your support email.
Flag a call in one click
“Report Problem” in Call History sends any call to the Unicall team for review.
Ticket number on request
Callers who want to write their ticket number down can ask the agent to repeat it.
Updates that never disrupt calls
Every improvement is tested automatically before it reaches your line.
May 2026
Everything connected
What we shipped in April
From ticket to call in one click
Each ticket opens the call it came from, with its recording and transcript.
Live delivery status on tickets
The ticket shows the order status at the time of the call and, when it has changed, the current one.
Find any ticket or call by its number
Type a ticket number and press Enter. Call History accepts a call number or a range.
Easier verification
Close name variants are accepted, and callers can be verified with the ZIP code on the order.
April 2026
An agent that knows your customers
What we shipped in March
Understands questions, not just keywords
Questions are matched to your FAQ by meaning, so more callers get your approved answer straight away.
Returning customers greeted by name
Callers are recognized from their phone number, with their orders and past tickets at hand.
No duplicate tickets
If the caller already has an open ticket, the agent mentions it and only opens a new one for a new issue.
Every call summarized
A summary and the caller's sentiment are ready as soon as the call ends.
A dashboard built for daily triage
“Needs Review” and “Overdue” lists, figures in your own time zone, and calls in progress shown live.
Prioritized tickets
An impact priority and an Ordered → Fulfilled → Delivered progress bar on every ticket.