Burning the midnight oil this week to deliver 3 major upgrades:

New Experimental AI Models

We have leveraged our expertise in AI to develop a new set of in-house Brainfish models. Currently, we're testing these models on a select group of customers to evaluate their performance and quality. This is a significant step forward in advancing our AI capabilities and we're excited to see what differences it can make in answer speed, quality and consistency.

New Machine Learning Team Members

We've brought on 2 new Machine Learning Engineers over the past 2 weeks and are excited to have them onboard to deepen our focus on Machine Learning and Self-service.

Search Engine and Document Handling Improvements

We've upgraded the performance of our search engine and document handling in our system. These updates mean that articles modified by Brainfish users will be updated faster and segmented more efficiently.

Stay tuned for further updates as we continue to evolve and improve your Brainfish experience. Keep the feedback coming, it helps us serve you better!

Speeding up your experience in this week's updates:

Improved Themes Performance

We've significantly sped up the loading times of Themes. Not only this, but we have also improved the quality of the themes to provide more accurate and relevant results.

Mobile Bug Fixes:

In response to user feedback, we have addressed a few bugs affecting mobile usage. This primarily includes fixes to the wrapping of recent searches, enhancing the clarity and ease of mobile viewing.

Taking customer understanding to new heights with this week's major release, Brainfish Themes:

The introduction of Themes is the outcome of extensive feedback from our customer experience and support clients who put in significant efforts trying to analyse copious amounts of customer query data. This was a lengthy process, often taking several days or weeks, to identify key themes for business reporting and action plans.

Brainfish Themes leverages our signature AI to examine all customer queries over a month and aggregates them into the top ten key themes that customers inquire about.

In-depth Theme Insights:

Clicking on a specific theme offers a detailed view of the % of queries we were able to generate an answer for, the % of confidence we had in the relevance of your content to the customer's question.

We further break it down to show:
- The top three most-frequently shown articles
- The top five sub-themes

Additionally, you can see all of the searches and answers within a theme, and clicking on a sub-theme filters the list of searches by that sub-theme.

This new feature considerably simplifies the process of understanding patterns in customer inquiries, enabling you to address specific customer needs promptly and efficiently. With the power of Brainfish Themes, you're just a few clicks away from a more in-depth understanding of your customers!

Ending the month with usability upgrades and bug fixes:

Brainfish now allows users to import content from multiple regions in Zendesk simultaneously, which now aligns with Brainfish's region segmentation functionality.

Bug Fixes

Continuing our pursuit of perfection, we've squashed several small UI bugs in both the Help Center and the Brainfish app. This should make the Brainfish experience even smoother for all users.