We are so excited to introduce Themes and Topics in the Authenticx Platform! Now, you have greater visibility than ever before.

In the platform, you’ll notice a brand new page in Signals called “Themes and Topics”, where you can explore:

Ever wonder what topics are coming up with increasing frequency across your customer interactions? With Topics on the Rise, you’ll have real-time visibility into the 4 topics that are increasing at the greatest rate, so you can be proactive about resolving customer issues.

With the Trending Topics table, you have granular info about all of the Topics coming up across your customer interactions, including each Topic’s associated Theme, percent growth/decline, percent of total interactions the Topic is present on, and overall volume.

Get high-level visibility into the Themes that are coming up across conversations, with three key Signals graphs:

To go a level deeper, you can now click into a theme on any of these graphs to see both the underlying conversations with that Theme, and info about all of the Topics that make up that Theme.

We’ve invested in improving the filter creator experience in Signals! The intention is to simplify the actions you can take when creating or updating saved filters, and to streamline your overall experience.

When creating a new filter, you’ll now have the option to either “Save and Apply” (to save the filter and apply it to the page), or simply “Apply” (to apply the filter without saving it).

When making changes to an existing saved filter, you’ll now have the option to either “Save and Apply” (to update the saved filter and apply it), or “Save as New” (to save your changes as an entirely new filter).

We’ve removed the “Date Type” Filter from Quick Filters, because “Interaction Date” is generally widely used across our customers, and most aren’t using this filter frequently enough to warrant it having such a prominent position.

In Signals, the Date Type Filter now lives amongst the full list of filters available to you.

In Conversation Explorer, the Date Type Filter now lives in +Manage Filters.

Authenticx’s cutting edge Speaker Identification Model automatically identifies and labels speakers (when the model is turned on). Now, you’ll see this labeling in the transcript in Conversation Details and Evaluations.

As always, you’re able to click the Speaker Label to change it, if you disagree with the assigned label!

Previously, you were able to filter by agent within Conversation Explorer or Signals — but only for one agent at a time. Now, you’re able to select multiple agents to view all of their conversational data at once!

If you notice that the Agents filter isn’t autofilling with agents as you type, please try clearing your cache and cookies.

We’ve added the ability to pin saved filters to custom Signals dashboards! Now, when building and sharing a dashboard, users can ensure the correct filters are applied and persist across all views—ensuring all stakeholders see the intended insights without needing to adjust settings manually.

What the dashboard owner sees:

What a viewer sees:

We are thrilled to release our highly reliable Speaker Identification model.

As part of conversation processing, the model will now assign Agent, Customer, or IVR to each speaker. You can still update the speaker by clicking the speaker label.