Skip to main content

Ada release notes

Welcome to Ada's release notes. Scroll down to see a list of recent releases, or go to our list of tags to filter release notes by topic.

You can subscribe to updates with our RSS feed, or sign up to get news about updates directly in your inbox.

Sign up for email notifications

At the end of every week that has had at least one feature release, we'll send you an email on Friday at 11 a.m. Eastern to let you know about our last few releases.

Launch Controls for Email

Gradually rollout email automation to a percentage of your end users when implementing by method of direct email forwarding.

Learn more about Launch Controls at Help Docs

Engage your customers with Proactive Conversations

We're excited to introduce Proactive Conversations - enabling your AI Agent to initiate conversations with end users on your website at key moments in their journey, providing timely and relevant support. 

This feature helps you to:

  • Provide in-context assistance based on where customers are on your website
  • Reduce customer frustration by addressing common blockers or questions upfront
  • Drive awareness and adoption of your AI Agent

Specifically you'll be able to configure either static or templated messages that you can trigger based on specific URL rules or programmatically through Ada's Embed2 Javascript API.

Related reporting that will help you understand the % of conversations driven by Proactive Conversations will follow in about 2 weeks.

For more details on this feature, check out the full help doc

Automatic Intent Feedback for Coaching

Coaching is a powerful tool for teaching your AI Agent how to improve in the future. With this latest release we're excited to provide a new tool for ensuring your Coaching works as expected - Automatic Intent Feedback.

When you create a piece of Coaching, you have the control to define the Coaching Intent - i.e. the types of conversations that your feedback is most relevant towards. Your AI Agent will now automatically flag if your edited Coaching Intent is confusing or potentially problematic and will provide suggestions to improve your description of when the Coaching should be applied.

Intent Feedback will monitor to ensure your Coaching Intents are:

  • Clear & Specific: Avoiding ambiguity.
  • Singular in Focus: Not overly broad.
  • Relevant: Matching the example conversation.
  • Error-Free: Free of typos or formatting issues.

If an issue is detected, your AI Agent will suggest improvements in real-time to help you create high quality Coaching that works as expected.

Ada Chat UI Enhancements

We’re excited to share several enhancements to Ada Chat, designed to improve the end user experience and make conversations with the AI Agent more engaging and readable. These changes apply to Ada Web Chat and Mobile SDKs.

What’s new:

  • Typing indicator: Refreshed typing indicator shows when the AI Agent is thinking and drafting a response
  • Streamlined messages: Messages are now wider and no longer enclosed in bubbles
  • Improved list formatting: Enhanced formatting of lists to improve readability
  • Word-by-word reveals: Messages are revealed word-by-word for a more engaging experience

New Speaking Voices for Ada Voice

We've added five new conversational speaking voices to be used with Ada Voice.

Say hello to:

  • Archer (en-GB)
  • Hope (en-US and en-CA)
  • Mark (en-US and en-CA)
  • Ana (en-GB)
  • Nicky (en-US and en-CA)

You can try these out by going to your generative AI Agent or scripted bot's Voice settings.

Improved Conversational Experience

We're excited to introduce several enhancements that improve how your AI Agent understands, responds, and engages customers—leading to better interactions that increase AI Agent CSAT and Automated Resolution.

What’s new:

  • Smarter clarifications: AI Agents now handle ambiguous questions more effectively and provide thoughtful clarifications to guide customers through possible topics.
  • Improved empathy and follow up questions: AI Agents are better at acknowledging customer issues and following up with a customer after providing solutions to offer additional help.
  • More relevant and comprehensive: AI Agents are better at referencing the most relevant articles and reference full articles instead of snippets for more comprehensive answers.
  • Inline Links: Links in Ada Chat will now be rendered inline to improve readability.

Teach your AI Agent with Coaching

We're excited to introduce Coaching - the first tool in our product that can be used to teach AI Agents how to improve over time. Coaching lets you provide feedback on what your AI Agent says, thinks, and does - enabling it to learn from past behaviour and improve.

What’s different:

  • Coaching: From the conversation view, you can now Coach directly on the AI Agent's reasoning decisions, searched knowledge, action and process selection, and generated responses.
  • Conversation Log: The Conversation UI has been reimagined to provide more context on the reasoning steps the AI Agent undertook and to optimize this experience for providing feedback.
  • Custom Instructions: We’ve repositioned Guidance as 'Custom Instructions' and have migrated any of your existing Guidance to the new Custom Instructions tab under the AI Agent Profile. Note that any older Guidance will not experience any change in the performance based on the transition to Custom Instructions, but some of your Guidance may be improved by recreating as Coaching. For more details, see our Help Doc on Recreating Contextual Custom Instructions as Coaching

For more details on best practices for Coaching and how to teach your AI Agent, check out the Help Doc on Teaching your AI Agent How to Improve with Coaching

New Enhancements to Topics Reporting

Topics are critical for creating an effective feedback loop! As such, we’ve introduced several reporting enhancements to help you manage and interpret Topic performance more efficiently.

What’s new:

  1. Category aggregation:
    • Category-level performance metrics: Roll-ups from Topics within the category are now available directly on the main Topics report.
    • New drill-through Category pages: Just like a single Topics page, Category-specific pages aggregate insights across all Topics rolled up under that Category.
    • Category filters: Filter conversations and the AR report by Category for more detailed analysis.
  2. Download the entire Topics report, now including Category data.
  3. Locked table headers keep column names visible as you scroll.

Knowledge Retrieval Optimization

We've optimized the way Ada indexes and searches for relevant knowledge when writing replies to your customers. After internal testing, we expect this will result in more accurate and relevant answers, as your AI Agent is more likely to retrieve the correct content. No action is required to take advantage of this update.

New AI Agent typing indicator and footer in Chat

We've updated the end user experience in Chat when speaking with an AI Agent. Now, your end users will be presented with a new indicator whenever the AI Agent is generating a response. Users will also see an updated chat footer informing them that the AI Agent is powered by Ada.

These changes apply to web, iOS, Android, and React Native SDKs.