Agentic Index: customer support agents change log https://agenticindex.io/rankings/customer-support-agents Verified changes to customer support agents, from the Agentic Index change log. Every entry is dated and sourced from public vendor material. en-us Free to reuse with a visible link to agenticindex.io. Terms: https://agenticindex.io/use-this-data Fri, 25 Sep 2026 12:00:00 GMT 720 https://media.base44.com/images/public/69e4cec10b4126d233ee7ee4/a44c0d34a_generated_image.png Agentic Index: customer support agents change log https://agenticindex.io/rankings/customer-support-agents careCycle expanded its assistant's plan data to every US county across Medicare Advantage and PDP plan types. https://agenticindex.io/change-log/carecycle agenticindex.io:change:carecycle-1f7by8-2026-09-25 Fri, 25 Sep 2026 12:00:00 GMT Agent capability Voice agent Healthcare agent Customer support agent careCycle expanded its assistant's plan data to every US county across Medicare Advantage and PDP plan types. Its rebuilt lookup pipeline delivers benefit answers in two seconds, down from 6.5 seconds, according to the release note. The same release lets Pulse routing use custom fields and customer assignment use customer tags.

Why it matters: Agencies serving multiple regions can assess the assistant against a broader range of member plans and reduce pauses during benefit conversations. Custom routing criteria also let teams reflect their own service assignments without relying only on standard customer attributes.

Impact: Medium. Verification: Verified. Type: Agent capability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Zendesk made dedicated Helpjuice, WordPress, and ReadMe knowledge connectors generally available, with rollout beginning September 25. https://agenticindex.io/change-log/zendesk agenticindex.io:change:zendesk-gghu2w-2026-09-25 Fri, 25 Sep 2026 12:00:00 GMT Integrations Customer support agent Zendesk made dedicated Helpjuice, WordPress, and ReadMe knowledge connectors generally available, with rollout beginning September 25. AI agents can use synced Helpjuice articles, public WordPress.com posts, and ReadMe guides. Private or self hosted WordPress content and ReadMe API references are excluded.

Why it matters: Support teams can reuse content from these systems in AI agent answers through dedicated connectors. Buyers should check content coverage and account rollout before replacing an existing import workflow.

Impact: Medium. Verification: Verified. Type: Integrations.

Evidence: Official documentation

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Atlassian began rolling out five capacity planning tools in Rovo MCP, grouped under read_capacity_planning and write_capacity_planning. https://agenticindex.io/change-log/atlassian agenticindex.io:change:atlassian-ivhtxu-2026-09-24 Thu, 24 Sep 2026 12:00:00 GMT MCP / tool calling / API Enterprise operations agent Customer support agent Atlassian began rolling out five capacity planning tools in Rovo MCP, grouped under read_capacity_planning and write_capacity_planning. Agents can retrieve allocations, search nonproject work, update allocations, and create or update nonproject work. Organization administrators control access to the toolsets in Atlassian Administration.

Why it matters: Teams can connect planning assistants to staffing allocations with separate read and write permissions. Buyers should confirm tenant rollout and explicitly enable the appropriate toolsets before relying on automated planning workflows.

Impact: Medium. Verification: Partially Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Voiceflow made live agent handoff available on every plan. https://agenticindex.io/change-log/voiceflow agenticindex.io:change:voiceflow-130hl0-2026-09-24 Thu, 24 Sep 2026 12:00:00 GMT Pricing / packaging Customer support agent Agent builder Voice agent Voiceflow made live agent handoff available on every plan. Chat agents can use the Handoff step to route conversations to Ujet, Genesys, Kustomer, Dixa, Sunshine Conversations for Zendesk, or a custom handoff provider.

Why it matters: Teams on lower plans can include human escalation in a chat deployment without changing their Voiceflow plan to unlock that step. Buyers can assess how the handoff fits their existing contact center and support routing.

Impact: High. Verification: Partially Verified. Type: Pricing / packaging.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Ada added the compare_changeset_metrics MCP tool to compare a change set with the live AI Agent baseline in one request. https://agenticindex.io/change-log/ada agenticindex.io:change:ada-tf2ehf-2026-09-23 Wed, 23 Sep 2026 12:00:00 GMT MCP / tool calling / API Customer support agent Ada added the compare_changeset_metrics MCP tool to compare a change set with the live AI Agent baseline in one request. Given a change set ID and date range, it returns containment, resolution, CSAT, enabled custom metric pass rates, cohort volumes, and absolute and relative differences.

Why it matters: Customer service teams can use connected assistants to assess a rollout against live performance without separately retrieving and aligning each metric, supporting decisions about whether to promote an agent change.

Impact: Medium. Verification: Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Chatbase expanded Shopify actions so agents can create orders from WhatsApp, Instagram, Facebook Messenger, Chat Bubble and Help Page… https://agenticindex.io/change-log/chatbase agenticindex.io:change:chatbase-n7jia0-2026-09-23 Wed, 23 Sep 2026 12:00:00 GMT Integrations Customer support agent Chatbase expanded Shopify actions so agents can create orders from WhatsApp, Instagram, Facebook Messenger, Chat Bubble and Help Page conversations, using payment links, cash on delivery or free orders permitted by configured procedures. Agents can prepare exchanges as new orders, with a human approving or rejecting the exchange in Chatbase Helpdesk before it reaches Shopify. The same release adds product search from customer images and order tagging for damaged or missing items and their free replacements.

Why it matters: Support teams can delegate purchases and replacement handling while retaining an explicit approval gate for the new exchange workflow. Buyers should distinguish that gate from other Shopify actions and constrain free replacements with appropriate procedures.

Impact: High. Verification: Verified. Type: Integrations.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Intercom introduced custom reporting metrics that can be filtered by Fin AI Agent ratings or used to count escalations from AI agents to… https://agenticindex.io/change-log/intercom-fin agenticindex.io:change:intercom-fin-1ce4a4-2026-09-23 Wed, 23 Sep 2026 12:00:00 GMT Observability / auditability Customer support agent Intercom introduced custom reporting metrics that can be filtered by Fin AI Agent ratings or used to count escalations from AI agents to humans. Teams can define counts, percentages, and ratios with separate filters on each side of a formula. Metrics apply to the full conversation history and are available across workspace charts on Advanced and Expert plans.

Why it matters: Support teams using Fin on Intercom can track their own quality and escalation measures without rebuilding the same calculation in each report. Historical coverage lets them establish a baseline immediately.

Impact: Medium. Verification: Verified. Type: Observability / auditability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Smallest AI added POST /waves/v1/auth/token so servers can issue temporary credentials for browser and mobile speech clients while… https://agenticindex.io/change-log/smallest-ai agenticindex.io:change:smallest-ai-1gpsnt-2026-09-22 Tue, 22 Sep 2026 12:00:00 GMT MCP / tool calling / API Voice agent Agent infrastructure Customer support agent Smallest AI added POST /waves/v1/auth/token so servers can issue temporary credentials for browser and mobile speech clients while retaining the API key. Tokens last 30 to 900 seconds, defaulting to 300, and authorize supported speech synthesis, transcription, speech to speech, and voice listing routes. They cannot authorize voice cloning, LLM chat completions, analytics, or further token creation; usage remains billed to the issuing key.

Why it matters: Teams can expose speech inference to clients with narrower credentials instead of distributing a persistent API key. Integrators must use the same region for token issuance and inference, and account for open WebSocket sessions continuing after token expiry.

Impact: Medium. Verification: Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Kore.ai: Artemis v1.6.5 enables knowledge bases to extract and index mathematical formulas from PDF documents, which previously omitted them. https://agenticindex.io/change-log/kore-ai agenticindex.io:change:kore-ai-1ny5hr-2026-09-22 Tue, 22 Sep 2026 12:00:00 GMT Agent capability Customer support agent Artemis v1.6.5 enables knowledge bases to extract and index mathematical formulas from PDF documents, which previously omitted them. Formula extraction is enabled by default for new knowledge bases, while existing configurations remain unchanged. Gemini Live voice channels also gain controls to enable context compression and configure both its trigger token count and target token count.

Why it matters: Technical document workflows can retain information essential to scientific and engineering answers. Voice teams can tune how long conversations manage their context budget, while existing knowledge bases require a separate decision about adopting the new extraction behavior.

Impact: Medium. Verification: Partially Verified. Type: Agent capability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> LivePerson changed Connect to Messaging eligibility responses to HTTP 400 when required template variables are missing and no channel… https://agenticindex.io/change-log/liveperson agenticindex.io:change:liveperson-2nt2fg-2026-09-21 Mon, 21 Sep 2026 12:00:00 GMT MCP / tool calling / API Customer support agent Voice agent LivePerson changed Connect to Messaging eligibility responses to HTTP 400 when required template variables are missing and no channel passes validation, replacing HTTP 200 with eligible set to false. Extra variables remain unaffected. The same release adds agent and simulation assessments to interrupted Syntrix v1.8.1 runs, using only completed conversations. Account delivery dates may vary.

Why it matters: Integration owners should test error handling and template payload completeness because unsuccessful handoffs now change HTTP status. Evaluation teams can recover aggregate insights from interrupted simulations without treating incomplete conversations as completed results.

Impact: Medium. Verification: Partially Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Salesforce announced beta availability of Agent Optimizer, which connects agent configuration, conversational testing, and production… https://agenticindex.io/change-log/salesforce agenticindex.io:change:salesforce-4n5k5a-2026-09-21 Mon, 21 Sep 2026 12:00:00 GMT Agent capability Enterprise operations agent Customer support agent GTM / revenue agent Salesforce announced beta availability of Agent Optimizer, which connects agent configuration, conversational testing, and production session analysis. It can identify failure patterns, propose improvements, build regression tests, and stage changes with review points chosen by the user. The help guide documents enablement for eligible Enterprise, Performance, and Unlimited Edition customers with qualifying Einstein subscriptions.

Why it matters: Agentforce teams can evaluate a single improvement workflow across development and production instead of manually moving findings between separate tools. Buyers should enable session tracing, confirm subscription eligibility, and retain review gates while validating the beta against their own regression suite.

Impact: High. Verification: Verified. Type: Agent capability.

Evidence: Official blog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> ElevenAgents added enable_parallel_tool_calls, enabled by default, so supported models can run multiple tools in one turn. https://agenticindex.io/change-log/elevenlabs agenticindex.io:change:elevenlabs-11bsc3-2026-09-21 Mon, 21 Sep 2026 12:00:00 GMT MCP / tool calling / API Customer support agent Voice agent ElevenAgents added enable_parallel_tool_calls, enabled by default, so supported models can run multiple tools in one turn. The release also added Slack alerts and a paginated phone number search endpoint. Conversation filters no longer accept the missing operator and instead use an empty value; the knowledge base crawl max_depth parameter is deprecated and ignored.

Why it matters: Review tools whose side effects depend on execution order before allowing concurrent calls. Existing integrations must update missing value filters and should no longer rely on crawl depth as a boundary.

Impact: High. Verification: Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Vapi added a serviceTier setting that lets assistants request faster OpenAI processing for supported GPT-5.6 and GPT-5.5 models. https://agenticindex.io/change-log/vapi agenticindex.io:change:vapi-14pxd8-2026-09-21 Mon, 21 Sep 2026 12:00:00 GMT MCP / tool calling / API Agent infrastructure Customer support agent Voice agent Vapi added a serviceTier setting that lets assistants request faster OpenAI processing for supported GPT-5.6 and GPT-5.5 models. Its September 21 update also adds provider request IDs to call logs for language model, transcription, and voice services when customers bring their own keys.

Why it matters: Voice teams can test a latency and cost tradeoff without changing their agent workflow, while request IDs make provider support investigations easier to correlate with specific calls. Fast processing uses the provider's corresponding rates and may be downgraded under load.

Impact: Medium. Verification: Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> My AskAI added the ability to attach specific knowledge to individual tasks. https://agenticindex.io/change-log/my-askai agenticindex.io:change:my-askai-yjpsea-2026-09-21 Mon, 21 Sep 2026 12:00:00 GMT Agent capability Customer support agent My AskAI added the ability to attach specific knowledge to individual tasks. In Tasks & Tools, users can select existing agent knowledge under Available knowledge, including webpages, articles, and documents. Tasks can use public or private content for longer policies, instructions, and procedures.

Why it matters: Support teams can ground a particular workflow in the policy material relevant to that job. This gives buyers more control over the information available to an agent when it performs specialized support work.

Impact: Medium. Verification: Partially Verified. Type: Agent capability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Delight.ai introduces Intelligent Voice Handoff, which keeps a caller connected while the agent reaches and briefs the person taking over. https://agenticindex.io/change-log/sendbird agenticindex.io:change:sendbird-x0rpe6-2026-09-21 Mon, 21 Sep 2026 12:00:00 GMT Workflow orchestration Customer support agent Agent infrastructure Voice agent Delight.ai introduces Intelligent Voice Handoff, which keeps a caller connected while the agent reaches and briefs the person taking over. Answer detection distinguishes people from voicemail, while recovery handles busy lines and unanswered calls by returning to the caller, leaving a message, or creating a follow up case. Supported integrations can attach the summary, transcript, and sentiment to a ticket before the transfer.

Why it matters: Support teams can preserve the work already completed by an AI agent when a case needs human judgment. Failed transfers retain a follow up path, reducing the risk of callers being stranded between automated and human support.

Impact: Medium. Verification: Verified. Type: Workflow orchestration.

Evidence: Official blog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Consio now creates a Re:amaze conversation for each completed inbound or outbound call. https://agenticindex.io/change-log/consio agenticindex.io:change:consio-1sxt87-2026-09-20 Sun, 20 Sep 2026 12:00:00 GMT Integrations Voice agent Customer support agent GTM / revenue agent Consio now creates a Re:amaze conversation for each completed inbound or outbound call. It links matching customer profiles and adds call details, dispositions, agent notes, AI summaries, and next steps, with a link to the full Consio call record.

Why it matters: Support teams using Re:amaze can retain voice interaction context in their existing support workflow and reduce manual call logging.

Impact: Medium. Verification: Verified. Type: Integrations.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Aisera added support for registering external MCP tools in AiseraGPT applications. https://agenticindex.io/change-log/aisera agenticindex.io:change:aisera-2uiugz-2026-09-17 Thu, 17 Sep 2026 12:00:00 GMT MCP / tool calling / API Customer support agent Aisera added support for registering external MCP tools in AiseraGPT applications. Once registered for a tenant, the tools are available to AI fulfillment across Webchat, Copilot, Slack and WebEx.

Why it matters: External tools registered once and used everywhere is convenient and widens what each channel's agent can do. Tenant level registration should come with an approval step.

Impact: Medium. Verification: Partially Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Assort Health expanded its workflow automation for practices on NextGen Enterprise. https://agenticindex.io/change-log/assort-health agenticindex.io:change:assort-health-wrv8lr-2026-09-17 Thu, 17 Sep 2026 12:00:00 GMT Integrations Healthcare agent Voice agent Customer support agent Assort Health expanded its workflow automation for practices on NextGen Enterprise. Its AI agents can now complete patient access actions directly in the EHR, such as reading open appointment slots and booking them.

Why it matters: Write access to the EHR is what lets an agent finish a task instead of handing it to staff. Practices should check how each action appears in the NextGen audit trail.

Impact: Medium. Verification: Verified. Type: Integrations.

Evidence: Press release

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> ServiceNow's August and September updates to AI Control Tower add an AI Asset Inventory with domain separation, integrations for… https://agenticindex.io/change-log/servicenow agenticindex.io:change:servicenow-1jrh6rm-2026-09-17 Thu, 17 Sep 2026 12:00:00 GMT Security / enterprise Enterprise operations agent Customer support agent Multi-agent platform ServiceNow's August and September updates to AI Control Tower add an AI Asset Inventory with domain separation, integrations for governance and monitoring, and expanded oversight features.

Why it matters: AI Control Tower is ServiceNow's answer to the agent inventory problem. Domain separation matters for large enterprises and managed service providers that must keep business units apart.

Impact: High. Verification: Partially Verified. Type: Security / enterprise.

Evidence: Official blog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Sierra achieved AIUC-1 certification after an independent audit by Schellman and testing by the Artificial Intelligence Underwriting… https://agenticindex.io/change-log/sierra agenticindex.io:change:sierra-1ue8tyn-2026-09-17 Thu, 17 Sep 2026 12:00:00 GMT Security / enterprise Customer support agent Sierra achieved AIUC-1 certification after an independent audit by Schellman and testing by the Artificial Intelligence Underwriting Company.

Why it matters: AIUC-1 is one of the first certifications written specifically for AI agents. Buyers can ask other agent vendors for it, and should read what the testing covered before treating it as a pass on safety.

Impact: High. Verification: Verified. Type: Security / enterprise.

Evidence: Official blog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Zo (Zocdoc): Zocdoc introduced an MCP server as part of its new Care Access Network, letting partners connect to its search, availability and booking… https://agenticindex.io/change-log/zocdoc-zo agenticindex.io:change:zocdoc-zo-e8ou5e-2026-09-16 Wed, 16 Sep 2026 12:00:00 GMT MCP / tool calling / API Voice agent Healthcare agent Customer support agent Zocdoc introduced an MCP server as part of its new Care Access Network, letting partners connect to its search, availability and booking infrastructure.

Why it matters: Real time appointment booking through MCP means AI assistants can book care directly. Health systems should ask how patient data and consent are handled when an assistant books on a patient's behalf.

Impact: High. Verification: Partially Verified. Type: MCP / tool calling / API.

Evidence: Press release

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Chatbase added three Guardrails features, including customizable spam detection and the ability for administrators to pause any active… https://agenticindex.io/change-log/chatbase agenticindex.io:change:chatbase-41dkjv-2026-09-15 Tue, 15 Sep 2026 12:00:00 GMT Human approval / guardrails Customer support agent Chatbase added three Guardrails features, including customizable spam detection and the ability for administrators to pause any active conversation.

Why it matters: A manual pause is the simplest human override and one many chatbot builders lack. It lets a team step in the moment a conversation goes wrong.

Impact: Medium. Verification: Verified. Type: Human approval / guardrails.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Chatbase released official iOS and Android SDKs, so agents can be embedded in native mobile apps. https://agenticindex.io/change-log/chatbase agenticindex.io:change:chatbase-tq18xr-2026-09-15 Tue, 15 Sep 2026 12:00:00 GMT Deployment / data residency Customer support agent Chatbase released official iOS and Android SDKs, so agents can be embedded in native mobile apps.

Why it matters: Native SDKs move Chatbase agents from website widgets into apps, where they reach logged in users with more context and more risk.

Impact: Medium. Verification: Verified. Type: Deployment / data residency.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Consio's agents can now send tracking links by SMS during a call, and the update adds faster product search and improved call routing. https://agenticindex.io/change-log/consio agenticindex.io:change:consio-1ex35ur-2026-09-15 Tue, 15 Sep 2026 12:00:00 GMT Agent capability Voice agent Customer support agent GTM / revenue agent Consio's agents can now send tracking links by SMS during a call, and the update adds faster product search and improved call routing.

Why it matters: Sending a link mid call closes the loop a voice agent otherwise leaves open. It also means the agent is texting customers, so consent rules for SMS apply.

Impact: Medium. Verification: Verified. Type: Agent capability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Kustomer added tabs and version history to its Assistant editor. https://agenticindex.io/change-log/kustomer agenticindex.io:change:kustomer-1ll307h-2026-09-14 Mon, 14 Sep 2026 12:00:00 GMT Observability / auditability Customer support agent Kustomer added tabs and version history to its Assistant editor. Administrators can browse past versions, view them read only, create drafts from them and manage current drafts in one place.

Why it matters: Version history is basic change control for an AI assistant that talks to customers. Being able to see and restore what the assistant was configured to do on a given day matters when a complaint arrives.

Impact: Medium. Verification: Partially Verified. Type: Observability / auditability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Smallest AI shipped new MCP tools for latency summaries and prompt cache hit rates, reworked telephony so SIP trunks are managed as… https://agenticindex.io/change-log/smallest-ai agenticindex.io:change:smallest-ai-1ixp50p-2026-09-14 Mon, 14 Sep 2026 12:00:00 GMT MCP / tool calling / API Voice agent Agent infrastructure Customer support agent Smallest AI shipped new MCP tools for latency summaries and prompt cache hit rates, reworked telephony so SIP trunks are managed as resources, and released SDK 5.5.0.

Why it matters: Latency is the metric voice agent buyers care about most. Exposing it through MCP lets teams monitor and tune it from the tools they already use.

Impact: Medium. Verification: Partially Verified. Type: MCP / tool calling / API.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Vapi's Composer can now generate simulation scenarios, tester personalities and full test suites automatically, and assistants can fall… https://agenticindex.io/change-log/vapi agenticindex.io:change:vapi-bulbbo-2026-09-14 Mon, 14 Sep 2026 12:00:00 GMT Observability / auditability Agent infrastructure Customer support agent Voice agent Vapi's Composer can now generate simulation scenarios, tester personalities and full test suites automatically, and assistants can fall back to another Anthropic model on Bedrock from the same provider.

Why it matters: Automated test generation lowers the effort of testing a voice agent before launch. Same provider fallback keeps a call alive during a model outage without changing data residency.

Impact: Medium. Verification: Verified. Type: Observability / auditability.

Evidence: Official changelog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Zendesk introduced specialized AI agents, including Industry Agents and Custom Agents, built to understand a specific business context and… https://agenticindex.io/change-log/zendesk agenticindex.io:change:zendesk-19m1w57-2026-09-14 Mon, 14 Sep 2026 12:00:00 GMT Agent capability Customer support agent Zendesk introduced specialized AI agents, including Industry Agents and Custom Agents, built to understand a specific business context and automate customer service workflows.

Why it matters: Generic service agents struggle with industry specific policy, such as returns in retail or claims in insurance. Prebuilt industry agents shorten setup, and buyers should check how much of the policy logic they can see and change.

Impact: High. Verification: Verified. Type: Agent capability.

Evidence: Press release

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Thread announced the general availability of Voice AI, introducing a new method for handling phone-based support. https://agenticindex.io/change-log/thread agenticindex.io:change:thread-19raoyu-2026-09-13 Sun, 13 Sep 2026 12:00:00 GMT Agent capability Customer support agent Voice agent Thread announced the general availability of Voice AI, introducing a new method for handling phone-based support. The feature brings the platform's speed and automation capabilities to voice channels.

Why it matters: Support teams can now leverage AI to manage and automate inbound phone calls, reducing manual triage and expanding omnichannel coverage within a single platform.

Impact: High. Verification: Verified. Type: Agent capability.

Evidence: Official blog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]> Smallest AI released an integration with Pipecat, the open source framework for voice and multimodal agents, so developers can use… https://agenticindex.io/change-log/smallest-ai agenticindex.io:change:smallest-ai-17e9lmr-2026-09-12 Sat, 12 Sep 2026 12:00:00 GMT Integrations Voice agent Agent infrastructure Customer support agent Smallest AI released an integration with Pipecat, the open source framework for voice and multimodal agents, so developers can use Smallest AI's voice stack inside Pipecat.

Why it matters: Pipecat is where many teams assemble voice agents from parts. Native support lowers the switching cost to try Smallest AI's models without rewriting the pipeline.

Impact: Medium. Verification: Verified. Type: Integrations.

Evidence: Official blog

Source: Agentic Index change log. Free to reuse with a link back. Terms.

]]>