This release update provides an overview of the three advanced AI solutions and a set of intelligent new features that further enhance automation, agent productivity, and decision-making added to the Comm100 AI platform.

AI Agent – Advanced Conversational AI 

Powered by next generation reasoning capabilities and a new AI engine, Comm100 AI Agent delivers natural, context-aware, and human-like responses across channels. It draws from multiple knowledge sources to provide accurate answers, handles complex workflows without requiring code, and ensures consistent, personalized customer experiences.

To learn the differences between traditional chatbots and AI Agents, visit here.
To quickly get started using the AI Agent, visit here.

AI Copilot – Real-Time Agent Assistance 

AI Copilot is an AI-powered assistant designed to enhance customer support agents' efficiency by providing real-time, context-aware suggestions and automating repetitive tasks. It streamlines workflows by eliminating manual searches and reducing routine activities, allowing agents to focus on more complex customer interactions.

To learn more about how to deploy an AI Copilot, see this article.

AI Insights - Actionable Intelligence from Conversations 

AI Insights is an AI-powered analytics tool that turns customer conversations into actionable insights. By analyzing sentiment, resolution status, and key trends, it helps identify churn risks, reduce escalations, and uncover sales opportunities. With customizable filters, it enables targeted coaching and smarter decision-making, ultimately boosting team performance and customer satisfaction.

New Features & Enhancements  

• Instructions to AI Agent
  You can define how your AI Agent behaves by setting context, boundaries, and expectations through clear instructions. This helps guide agents' actions for more accurate and appropriate responses.
  
  
• Tone Configuration for AI Agent
  You can choose AI Agent’s communication style by selecting from four predefined tones: Friendly, Neutral, Professional, or Humorous to ensure the alignment with your brand voice.
• Description to Topic
  You can add description to each topic to define its scope more precisely, improving the AI Agent’s ability to understand and route conversations accurately.
  
  
• Instructions to Topic
  When using the "By Natural Language" answer type, you can provide plain-text instructions at the topic level. These guide the AI Agent on what actions to take when a specific topic is matched.
  
  To learn more about how to write Topic instructions, see this article.
• Functions

  A Function is a predefined or dynamic task that the AI Agent can invoke during a conversation, which allows the AI Agent to go beyond its prebuilt knowledge pool and access real-time data or execute specific actions based on the user's needs.

  To learn more about how to use Functions, see this article.

• Smart Wrap-up
  After each chat, Smart Wrap-up suggests appropriate wrap-up field values for chat summaries. This helps agents to close interactions faster while ensuring all key details are captured efficiently.
  
  To learn more about how to use Smart Wrap-up, see this article.
• Sentiment Analysis for Live Chat
  Sentiment Analysis detects the emotional tone of each visitor utterance in real time, helping agents quickly recognize frustration or satisfaction and adjust their responses accordingly.
  
  To learn more about how to use Sentiment Analysis, see this article.
• Spotlights
  Spotlights is an intelligent analysis feature that automatically tags conversations based on customer sentiments and interactions. It identifies and highlights crucial themes, such as churn risk and sales opportunities, to support coaching, retention efforts, and strategic decision-making.
  
  To learn more about how to use Spotlights, see this article.
• Chat Resolution Status
  Chat Resolution Status Auto-Detection feature uses LLMs to analyze chat transcripts and determine whether a conversation has been resolved, is pending further action, or is indeterminate, allowing you to identify unresolved issues quickly and improve response strategies.
  
  To learn more about how the Chat Resolution Status works, see this article.

This release also includes significant UI enhancements designed to improve usability and streamline workflows. To view the UI changes, see this article.