A Closer Look at the Improved AI in Update 9

How the new AI features in Update 9 RC3 compare to Update 8.

Update 9 RC3 introduces a more streamlined AI experience, making it easier to manage how your system handles calls. With a cleaner interface, improved call routing and more flexible AI controls, you can fine-tune behaviour without added complexity. From smarter prompts to better call screening and handling, everything is designed to give you more control with less effort while setting the foundation for what’s coming next.

Improved Spam Filter

The Spam Filter is now a core part of AI Agents and is always enabled, ensuring every interaction is checked automatically - letting you customize "What counts as spam", and the "Spam Action".

By handling spam at the AI level, your system can identify and manage unwanted or low-value calls before they reach your team. This reduces interruptions, saves time and keeps agents focused on genuine customer interactions.

The updated approach also simplifies configuration. By removing the need for manual toggling, the Spam Filter works seamlessly in the background as part of the AI workflow. Combined with the improved AI Prompt variables, businesses now have more precise control over how calls are handled once flagged - whether that is limiting actions, redirecting or ending the interaction.

The result is a cleaner call flow, fewer disruptions and more efficient use of your AI Agents.

Addition of xAI Grok as a Transcription Provider

We have added support for xAI Grok for extracting transcriptions, summary, and sentiment from your call recordings. For the PRO Edition, you can configure xAI Grok for transcription of voicemails.

This makes transcription more cost-effective compared to Google and OpenAI.

Rewritten AI Prompts

The AI Prompt tab has been simplified and refocused, making it easier to define how your AI Agents respond to calls, and reduce the number of tokens consumed by the prompt itself, leaving more "thinking space" for the AI Agent.

The removal of unnecessary variables helped us achieve an 80% reduction in token count making the prompt leaner, the call cheaper, and the model more predictable.

If you are using custom prompts, you are strongly recommended to check out our new default prompts to understand how we have made the prompts more concise, direct, and shorter.

Improved Phonebook Lookup

Phonebook lookup for AI Agents has been drastically improved, also with the inclusion of more powerful fuzzy searches happening in the background.

If the pronunciation of a first name, last name, or department name can be represented through multiple spelling variations, the fuzzy search is now able to be more inclusive with the search results it provides.

For example, if a caller asks for "Bjorn Borg", AI might previously understand "Bjorn Borch" - and respond saying it did not find a match. The fuzzy search feature is now able to handle such nuances.

AI Receptionist Improvements

The Call Routing tab has been reorganized for clarity, with improved naming that better reflects how routing works in practice.

We have made improvements to the Route by Name functionality so AI agents can identify and transfer to the correct employee more accurately.

Route by Topic replaces the previous terminology, making it more intuitive to define how calls are directed based on what the caller needs, reducing guesswork and speeding up configuration.

A new and improved Options tab now groups key behaviour settings in one place. This allows you to control how the AI handles different caller scenarios without navigating multiple sections.

You can now define how the AI responds to abusive, frustrated or uncooperative callers, helping maintain professionalism while reducing the impact on your team. Combined with Busy Check Before Transfer, the system ensures calls are only passed on when someone is available, avoiding unnecessary interruptions.

AI Personal Assistant Improvements

The AI Personal Assistant has been enhanced to give you more control over how calls are screened, prioritised and handled, ensuring important calls get through while reducing unnecessary interruptions.

The improved Call Screening options make it easier to decide how and when you’re notified. You can now choose to receive screening messages via chat or email, send calls directly to voicemail or allow the AI to transfer the call when appropriate. This flexibility ensures you stay informed without being constantly disrupted.

A new Urgent handling option allows the AI to prioritise critical calls based on detected keywords. When triggered, the system can interrupt and transfer the call immediately, ensuring time-sensitive matters are not delayed.

The introduction of the Options tab brings key behaviours together in one place. This includes how the AI manages abusive, frustrated, or uncooperative callers, as well as Busy Check Before Transfer, which ensures calls are only passed through when you’re available.

Look out for the Update 9 Final coming shortly…

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