Product Updates
January 2026: Voice agent upgrades and smarter emergency routing
Faster intent classification, bilingual handoffs, and queue jumps that respect on-call rotations.
4 min read
Voice agent
- Reduced median time-to-intent for emergency versus routine classification.
- Improved handling when callers switch languages mid-sentence.
- Configurable fallback to human queue with transcript attachment.
Dispatch board
- Emergency jobs can elevate priority while respecting certification and rest policies.
- ETA chips pull live traffic estimates when enabled for the account.