Voice has always been the hardest channel to automate — intent recognition in spoken language is a fundamentally different problem than text. We spent eight months on it. Synthire now resolves voice tickets with a 79% autonomous resolution rate across all plans, including Starter. No extra configuration required.

Some users on Growth and Enterprise plans were experiencing delays of up to 90 seconds between a refund being issued and the customer receiving confirmation. The root cause was a webhook queue bottleneck during peak hours. Fixed. Average confirmation delay is now under 2 seconds.

The full audit log was previously exportable only as PDF. Based on feedback from compliance teams — particularly in fintech and healthcare — we've added CSV and JSON export options. Both formats include timestamp, action type, channel, resolution outcome, and agent involvement flag.

The Shopify integration previously supported order status queries only. It now supports order updates, exchange requests, return initiations, and delivery detail changes — all resolved autonomously without escalation. Available on Growth and Enterprise plans.

We retrained the intent detection model on a larger dataset of real support tickets across e-commerce, SaaS, fintech, and healthcare. Edge cases — particularly tickets that mix multiple intents in one message — now resolve correctly 11% more often than before. No action required on your end.

Enterprise customers in healthcare environments can now activate the HIPAA compliance package directly from their dashboard. This includes end-to-end encryption for all patient-related ticket data, a dedicated audit trail for PHI access, and a signed BAA (Business Associate Agreement) on request.