We're excited to introduce several major updates that enhance the capabilities of the Agent step and expand our model offerings. These improvements provide more flexibility, control, and opportunities for creating powerful AI agents.

🧠 Agent Step: Your All-in-One Solution

The Agent step has been supercharged to create AI agents that can intelligently respond to user queries, search knowledge bases, follow specific conversation paths, and execute functions—all within a single step. Key features include:

• Intelligent Prompting: Craft detailed instructions to guide your agent's behavior and responses.
• Function Integration: Connect your agent with external services to retrieve and update data.
• Conversation Paths: Define specific flows for your agent to follow based on user intent.
• Knowledge Base Integration: Enable your agent to automatically search your knowledge base for relevant information.

For a comprehensive guide on using the Agent step, check out our Agent Step Documentation.

🎨 Expanded Support for Structured Output

We've significantly expanded our support for structured output, unlocking more use cases and giving you greater control over your agent's responses:

• Arrays and Nested Arrays: You can now define arrays and nested arrays in your output structure.
• Nested Objects: Structured output now supports nested objects, allowing for more complex data structures.

These enhancements enable you to create more sophisticated agents that generate highly structured and detailed responses, reducing the risk of hallucinations and ensuring more accurate outputs.

⚡ Gemini 2.0 Flash Support

We've added support for the Gemini 2.0 Flash model, offering you even more options for powering your AI agents. Gemini 2.0 Flash delivers exceptional performance and speed, enabling faster response times and improved user experiences.

To start using Gemini 2.0 Flash, simply select it from the model dropdown when configuring your Agent step.

We can't wait to see what you'll build with these new features and capabilities! As always, we welcome your feedback and suggestions as we continue to improve our platform.

Happy building! 🛠️

The Voiceflow Team

We've revamped our Agent Analytics Dashboard, not only giving it a fresh new look but also introducing a range of powerful visualizations that provide unprecedented visibility into your agent's performance.

🌟 New Visualizations

The updated Analytics Dashboard offers a comprehensive set of visualizations that allow you to track and analyze various aspects of your agent's performance:

• Tokens Usage: Monitor AI token consumption over time across all models, giving you a clear picture of your agent's token utilization.
• Total Interactions: Keep track of the total number of interactions (requests) between users and your agent over time, providing insights into engagement levels.
• Latency Monitoring: Measure the average response time of your agent to ensure optimal performance and identify any potential bottlenecks.
• Total Call Minutes: Gain visibility into the cumulative duration of voice calls in minutes, helping you understand the volume and significance of voice interactions.
• Unique Users: Identify the count of distinct users interacting with your agent over time, allowing you to track adoption and growth.
• KB Documents Usage: Analyze the frequency of knowledge base document access, with the ability to toggle between ascending and descending order to identify the most or least used documents.
• Intents Usage: Visualize the distribution of triggered intents, with sorting options to analyze intent frequency and identify popular or underutilized intents.
• Functions Usage: Monitor the frequency of function calls, their success/failure and latency, with sorting capabilities to identify the most or least used functions and optimize your agent's functionality.
• Prompts Usage: Gain insights into the usage frequency of agent prompts, with the ability to toggle between ascending and descending order to analyze prompt utilization and effectiveness.

📅 Data Availability

Please note that the new Analytics Dashboard service only has data starting from February 9th, 2025. If you require data prior to that date, you can still access it through our Analytics API.

🔧 Upcoming Analytics API Update

We're also working on a new version of the Analytics API that will include the additional data points tracked by the new Analytics Dashboard service. Stay tuned for more information on this exciting update!

We're thrilled to announce several exciting updates that expand your AI agent building capabilities and improve your workflow. Let's dive into what's new!

🧠 New Models: Deepseek R1, Llama 3.1 Instant, and Llama 3.2

We've expanded our model offerings to give you even more options for creating powerful AI agents:

• Deepseek R1: Harness the potential of Deepseek's R1 model for enhanced natural language understanding and generation.
• Llama 3.1 Instant: Experience lightning-fast responses with the Llama 3.1 Instant model.
• Llama 3.2: Leverage the advanced capabilities of Llama 3.2

These new models are available on all paid plans.

⚙️ Function Editor Enhancements: Modal View and Snippets

We've made some significant improvements to the Function Editor to streamline your development process:

• Modal View: You can now open the Function Editor as a modal directly from the canvas. This allows you to make quick updates and navigate between your functions and the canvas seamlessly.
• Snippets: We've introduced a new snippets feature that enables you to insert pre-written code snippets for common concepts in Voiceflow functions.

📞 Call Recording for Twilio Phone Calls

We're excited to introduce call recording functionality for phone calls made through Twilio:

• Automatic Call Recording: All phone calls between users and your AI agent will now be automatically recorded.
• Twilio Integration: The call recordings will be accessible directly in your Twilio account for easy review and management.

You can enable this option in the Agent Settings page under Voice.

We're excited to announce a significant upgrade to our intent recognition system, moving from the traditional Natural Language Understanding (NLU) approach to Retrieval-Augmented Generation (RAG) model using embeddings. This transition brings notable improvements to the speed, accuracy, and overall user experience when interacting with AI agents on our platform.

📅 Phased Rollout

To ensure a smooth adoption, we will be rolling out the RAG-based intent recognition system to all users in phases over the next week. This gradual deployment allows us to monitor performance and gather feedback while providing ample time for you to adjust to the new system.

🆕 Default for New Projects

For all new projects created on our platform, the RAG-based intent recognition will be the default system. This means that new AI agents will automatically benefit from the enhanced speed, accuracy, and natural conversation capabilities offered by RAG.

🌟 Faster Training and Interaction

With the new RAG system, agent training and intent recognition are now substantially faster and more efficient. For example, an agent with 37 intents and 305 utterances now trains about 20 times faster, in just around 1 second. This means quicker agent development and smoother conversations for end-users.

🧠 Automatic Agent Training

Thanks to the advanced training speed enabled by RAG, explicit training is no longer necessary. Simply test your agent, and the training will happen automatically behind the scenes, streamlining your workflow.

🎯 Enhanced Understanding of Complex Queries

RAG leverages embeddings to capture the deeper context and meaning behind words, even when phrased differently. This allows the system to better understand and accurately match complex, detailed questions to the appropriate intents, providing more precise responses to users.

🗣️ More Natural Conversations

With the improved understanding of casual language, slang, and diverse phrasing, the RAG system enables a more natural, conversational experience for users interacting with AI agents on our platform.

🔄 Seamless Transition for Existing Projects

For existing projects, we will keep both the NLU and RAG systems running concurrently for a period of time. This allows you to explore the new system, test it thoroughly, and make any necessary adjustments to your agents. You can easily switch between the NLU and RAG systems in the intent classification settings within the Intents CMS.

We're thrilled to bring you this enhanced experience and look forward to hearing your feedback as you interact with the new RAG-based intent recognition system. Your input is invaluable in helping us continue to innovate and improve our platform to better serve your needs.

In our mission to redefine how users interact with AI agents, we have introduced a new voice modality option to our web widget. This addition is a step towards creating more natural, intuitive, and engaging user experiences. By enabling voice-based conversations, we are empowering businesses to connect with their customers in a way that feels authentic and effortless.

Voice technology has become an increasingly popular and preferred mode of interaction for many users. By integrating voice functionality into our web widget, we are meeting users where they are and providing them with a seamless way to engage with AI agents. This not only enhances the user experience but also opens up new possibilities for businesses to assist, inform, and guide their customers throughout the customer journey.

Natural Voice Interaction

The web widget now supports voice-based communication, allowing users to speak naturally with AI agents. Businesses can integrate this feature to provide their customers with a hands-free, intuitive way to ask questions, receive recommendations, and get assistance while browsing the site.

Customization Options

The voice widget offers customization options to ensure seamless integration with your website's branding:

• Launcher Style: Select a launcher style that complements your site's design.
• Color Palette: Choose colors that match your brand guidelines.
• Font Family: Pick a font that aligns with your website's typography.

These options allow you to maintain a consistent brand experience across all customer touchpoints.

Powered by Advanced Voice Tech

The voice functionality in the widget leverages the best in voice technologies to deliver high-quality conversations:

• Automated Speech Recognition: Our platform uses advanced ASR technology from Deepgram to accurately transcribe user speech in real-time.
• Organic Text-to-Speech: We've integrated with leading providers like 11 Labs and Rime to offer a variety of natural-sounding voices that bring AI agents to life.

These technologies ensure that conversations with AI agents feel authentic, engaging, and representative of your brand's personality.

Start Exploring Voice

We invite all our users to start experimenting with the voice capabilities.

As you explore voice functionality, we value your feedback and ideas s- join our Discord community! Your input plays a crucial role in shaping the future of voice-based interactions in the web widget and helping us refine the user experience.

We're excited to introduce AI Fallback, a powerful new feature in beta that enhances the reliability and continuity of your AI operations. This feature ensures your AI services remain operational even during provider outages or service interruptions.

🔄 Automatic Fallback Switching

AI Fallback automatically switches between models when issues arise. When your primary AI model experiences difficulties, the system seamlessly transitions to your configured backup model, ensuring continuous operation of your AI services.

⚙️ Easy Configuration

Setting up AI Fallback is straightforward:

1. Access your agent
2. Navigate to agent settings
3. Set your preferred fallback model by provider

That's all there is to it! The system handles everything else automatically.

📈 Enhanced Reliability

AI Fallback delivers key benefits:

• Minimizes service disruptions during model outages
• Maintains consistent AI performance
• Reduces operational impact of provider issues
• Ensures business continuity

🔬 Under the Hood

The system continuously monitors your primary AI model's performance and availability. When issues are detected, it automatically:

• Identifies the next available model in your sequence
• Switches ongoing operations to the backup model
• Returns to the primary model once issues are resolved

🚀 Getting Started

AI Model Fallback is available exclusively for Teams and Enterprise customers. We're excited to hear your feedback during the beta phase! 🎯

Today we're introducing two powerful new capabilities in Voiceflow: Structured Outputs and Variable Pathing. These features expand the possibilities for working with data from large language models (LLMs) in your agents. Let's explore what they enable!

🎉 Structured Outputs

Structured Outputs let you define the format of the data you expect an LLM to return, giving you more control and predictability over the results.

• In a prompt step, enable the new "JSON Output" option to specify the structure of the LLM's response.
• Today, Structured Outputs support the following data types:
  • String
  • Number
  • Boolean
  • Integer
  • Enum
• Support for arrays and nested objects is planned for the near future.
• Structured Outputs are available with gpt-4o-mini and gpt-4o models.

💪 Variable Pathing

Variable Pathing provides a streamlined way to work with complex data structures in your Voiceflow project.

• Store an entire object in a single variable, then access its properties using dot notation (e.g. user.name, user.email).
• Capture Structured Output responses or API results as objects.
• Use object properties directly in conditions, messages, and other steps.
• Reduce the need for multiple variables to represent a single entity.

🍰 Bringing it All Together

Combining Structured Outputs and Variable Pathing opens up new design patterns for crafting agent experiences:

• Define precise data requirements for LLMs to provide relevant information
• Capture responses as feature-rich objects in a single step
• Access and manipulate object properties throughout your project
• Streamline your project's design while expanding its capabilities

We're excited to see the voice experiences you create with these new tools! Feel free to share your questions and feedback with us.

We're excited to announce the beta release of Voiceflow Telephony, bringing enterprise-grade voice capabilities to your conversational experiences. This release represents a significant milestone in our mission to provide comprehensive, low-latency voice solutions for businesses of all sizes.

Native Twilio Integration

We've integrated with Twilio to make phone-based interactions as simple as possible. The new integration allows you to:

• Import existing Twilio phone numbers directly into Voiceflow
• Associate phone numbers with specific agents
• Configure separate numbers for development and production environments
• Test different versions of your agent against different phone numbers

Setting up telephony is straightforward: simply connect your Twilio account with existing phone numbers, import them into Voiceflow, and assign them to your agents. Your voice experience will be live within minutes.

High-Performance Voice

Streaming Technology

We've built our telephony feature on top of our streaming API, delivering exceptional performance improvements:

• Dramatically reduced response times
• Near real-time agent reactions
• Optimized voice processing pipeline

Speech Recognition

We've selected Deepgram to provide industry-leading Automatic Speech Recognition (ASR):

• High-accuracy transcription
• Low-latency processing
• Support for over 20 languages

Advanced Voice Capabilities

Outbound Calling

We've introduced powerful outbound calling capabilities:

• Programmatically initiate calls to any phone number
• Test outbound calls directly from the Voiceflow interface
• Integrate outbound calling into your existing workflows

Voice Technology Stack

Our comprehensive voice stack includes:

• Premium text-to-speech voices from industry leaders, such as:
  • ElevenLabs
  • Rime
  • Google
• Support for advanced telephony features through custom actions:
  • Call forwarding
  • DTMF handling
  • Interruption behaviour

Voice Experience Configuration

We've exposed detailed configuration options to fine-tune your voice experiences:

Audio Settings

• Background audio customization
• Audio cue configuration

Interaction Parameters

• Interruption threshold controls
• Utterance end detection
• Response timing optimization
• User input acceptance timing

Beta Program Details

Access and Limitations

During the beta period, all users will have access to telephony features with the following concurrent call limits:

Coming Soon

• Enhanced call analytics and reporting
• Additional voice customization options

We're excited to announce a complete reimagining of the Voiceflow webchat experience. This new version introduces AI-native capabilities, enhanced customization options, and flexible deployment methods to help you create more engaging conversational experiences.

AI-Native

Our webchat has been rebuilt from the ground up to provide a more natural, AI-driven conversation experience:

• Streaming Text Support: Experience real-time message generation with character-by-word streaming, creating a more engaging and dynamic conversation flow. Users can see responses being crafted in real-time, similar to popular AI chat interfaces.

• AI Disclaimers: Built-in support for displaying AI disclosure messages and customizable AI usage notifications to maintain transparency with your users.

Enhanced Customization

We've significantly expanded the customization capabilities to give you more control over your chat interface:

Interface Types

You can now choose from three distinct interface modes:

• Widget: Traditional chat window that appears in the corner of your website
• Popover: Full-screen chat experience that overlays your content
• Embed: Seamlessly integrate the chat interface directly into your webpage layout

Visual Customization

The new version introduces comprehensive styling options:

• Color System:

  • Expanded colour palette support with primary, secondary, and accent colour definitions

• Typography:

  • Custom font family support

• Launcher Variations:

  • Classic bubble launcher with customizable icons
  • Button-style launcher with text support

Important Notes

• Chat Persistence: Now configured through the snippet rather than UI settings.
• Custom CSS: Maintained compatibility with most existing class names.
• Proactive Messages: Temporarily unavailable in this release, with support coming soon

You can find more details here.

Migration

For detailed instructions on migrating from the legacy webchat, please refer to our Migration Guide.

Function Libraries

Integrate your agent with your favorite tools using our new function libraries. Access pre-built functions for popular platforms like Hubspot, Intercom, Shopify, Zendesk, and Zapier. These functions, sourced from Voiceflow and the community, make it easier than ever to connect Rev with your existing workflows. Showcase readily available integrations to your team and clients.

Transcript Review Hotkeys

Reviewing transcripts just got faster and more efficient. You can now press R to mark a transcript as Reviewed or S to Save it for Later. These handy shortcut keys are perfect for power users who review a high volume of transcripts.

Project Starter Templates

Getting started is now a breeze. When creating a new project, choose from a set of templates tailored for common use cases like customer support, ecommerce support, and scheduling. These templates help you hit the ground running without the need for extensive setup and customization. Ideal for new users and busy teams.

Expanded Voice Support

We now offer an even greater selection of natural-sounding AI voices. We've added support for a variety of new options from ElevenLabs and Rime. Please note that using these voices consumes AI tokens. Check them out for your projects that could benefit from additional voice choices.