CHANGELOG
Platform Changelog — May 2026
The May release focuses on the things customers told us mattered: cleaner Urdu transcripts, lower latency in the Pakistan region, and more control over how QA gets scored.
STT — Urdu code-switch handling
Our Urdu/English code-switch acoustic model got a meaningful WER improvement this cycle, particularly on transactional phrases mixed mid-sentence. Disfluencies, filler tokens, and English nouns dropped into Urdu carrier phrases are now consistently picked up. Customers running mixed-language IVRs should see fewer "I didn't catch that" fallbacks and cleaner intent routing on the first try.
Pipeline — sub-300ms latency in Pakistan region
End-to-end pipeline latency (STT → LLM → TTS, measured at the SIP edge) is now reliably under 300ms in the PK region for the standard turn. The improvement comes from co-located inference and tightened streaming on the TTS side. Conversations feel notably more natural.
Latency improvements are automatic — no config changes required for existing customers on the PK region.
AgentIntel — custom scorecards (beta)
Customers can now define their own scoring rubrics — script adherence, disclosure language, escalation triggers, custom sentiment buckets — and run them across 100% of calls. Currently in private beta; existing AgentIntel customers can request access through their account contact.
Carrier integrations — three new SIP providers
We've added termination and origination support for three additional SIP carriers in the region (one tier-1, two regional). Customers running multi-carrier failover now have more diversity to draw from for redundancy and least-cost routing.
AI Front Desk — multilingual greetings
The AI Front Desk product now supports per-time-of-day, per-language greeting templates out of the box. English, Urdu, and code-switched openers can be configured side by side without custom prompt work, and switch automatically based on the inbound caller profile.
What's next
Q3 brings expanded knowledge-base ingestion, deeper CRM connectors, and the next batch of telephony improvements. See the live platform overview for the current product surface.
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