New features, improvements, and fixes across the IrisAgent platform. Updated regularly.
Support Analyst gained two new skills: it can suggest a Smart Operating Procedure from your tickets (with a one-click create card and how-to or action typing) and draft an AI answer to a ticket on demand. You get from raw tickets to reusable procedures and ready-to-send answers without leaving the analyst.
You can now set customer-level source URL filters so the AI chatbot only grounds answers in the pages and articles you trust, and excludes the ones you don't. Changes take effect immediately, giving you tighter control over where chat answers come from.
Customers can now attach screenshots or images to their question in the AI chatbot and AI search. IrisAgent reads the image and uses it to answer, so people can show a problem (an error screen, a receipt, a settings page) instead of struggling to describe it.
For customers on outcome-based pricing, the Billing page now shows your resolution usage, so you can see exactly how many resolutions IrisAgent delivered and what you are paying for. You only pay when the AI actually resolves a customer's issue.
AutoQA grades 100% of your tickets, and it no longer stops short on very long conversations. Reviews that previously failed to complete on lengthy tickets now finish cleanly, so your QA coverage stays complete.
Securely save and manage credit cards on file directly in your IrisAgent settings, powered by Stripe, so paying for IrisAgent is simple and seamless. Card details are handled entirely by Stripe and never touch IrisAgent's servers.
Add rewrite rules that map the words customers use (like "acct") to the terms your articles actually use (like "account") before the AI searches. This improves which articles get retrieved for both chat and case answers, and does not change the answer shown to the customer.
Support Analyst is an AI analyst that sits on top of your tickets. Ask a question in plain English and it plans and runs the right skills for you: natural-language search, ticket deep dives, sentiment analysis, instant analytics and agent performance, account overviews, conversation QA, proactive trending-issue alerts, AutoKB article drafting and knowledge-gap detection, plus audio-transcript and multilingual support.
IrisAgent now surfaces the questions your customers ask that your knowledge base can't answer, and can draft the missing article for you, so you can close coverage gaps faster.
We re-evaluated our model leaderboard and added the newest models from Anthropic, OpenAI, and Google, so every AI answer runs on the most accurate, up-to-date model available.
AutoKB drafts knowledge base articles from resolved tickets and now detects near-duplicates automatically, so your agents and customers see one clean, authoritative answer instead of several conflicting drafts.
Smart Operating Procedures now show an API panel when a connection exists so you can wire action steps without leaving the page, estimate the impact of each procedure, and catch duplicates as you create them.
Connect IrisAgent to Slack yourself in a few clicks with the new OAuth flow, deploy across multiple workspaces, and get AI case answers and updates delivered right in Slack.
Map cases to product lines directly from the UI with a new case product classifier, so routing, tagging, and analytics stay accurate without engineering help.
We redesigned the topics, team performance, and customer overview pages so you can see failed QA reviews, the biggest increases and decreases in ticket categories, and the most common tags at a glance.
AutoQA grades 100% of your tickets and now supports tag filters, date ranges, and a team performance view, so you can pinpoint quality issues and coaching opportunities across your whole team.
New customers can get set up faster with a step-by-step onboarding wizard that walks you through connecting your data sources and deploying your first AI agent.
Connect your HubSpot knowledge base and KnowledgeOwl so IrisAgent can ground answers in more of your existing content, with support for syncing deletions automatically.
IrisAgent now detects spikes in ticket categories and notifies you in Slack when a trending incident emerges, so you can get ahead of issues before they flood your queue.
