Welcome to the Customer Experience News, an outlet for Support Leaders learn about products, updates, and releases from tools building solutions for Customer Support, Success, and Growth.
CX platform companies wasted NO time building and launching Q1 updates. We don’t have a main story today due to the number of product releases we’re covering this week.
We will dive into the changes from: Siena, Wistia, Embrace.ai, Plain, Pylon, Decagon, Help Scout, Guru, Lorikeet, Gorgias.
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SaaS Support Product News – January 22, 2026
Siena Launches Video Understanding for Customer Support
Siena Video extends the AI agent’s visual analysis capabilities from images to video, targeting warranty claims, damage assessments, and product troubleshooting.
The example they share is a customer is having issues with an espresso machine. The customer messages the brand that the machine isn’t working and there’s a blinking light. Siena asks the customer to send a video. After Siena analyzes and recognizes the error pattern, it walks the customer through the cleaning cycle steps.
How it works: Siena analyzes the footage frame-by-frame to identify damaged products, missing parts, shipping issues, or defects, then resolves tickets automatically.
Use cases highlighted:
- Warranty claims: AI assesses damage and processes claims without human review
- Product troubleshooting: Visual context helps diagnose issues (e.g., identifying incorrect espresso grind settings from video)
- Defect verification: Automated evaluation of product condition against order and warranty data
Watch it in action on LinkedIn
Wistia Launches LLM-Friendly Embeds for AI Search Visibility
In a related update with video analysis, Wistia introduced LLM-friendly embed codes that make video content discoverable by AI tools like ChatGPT, Claude, and Perplexity—which currently can’t “see” standard video embeds or YouTube content.
The new embed includes the video transcript as plain HTML that AI crawlers can read, while still displaying normally to human viewers and maintaining traditional SEO through markup. As more users turn to conversational AI for answers, this positions video content to surface in AI-generated responses alongside traditional search results.
Embrace.ai Adds Agentic Tools and Auto-Generated Knowledge
Embrace.ai introduces Agentic Tools that let AI agents execute actions across Zendesk, Salesforce, and Jira (like creating tickets and managing workflows), plus a Content Suggestions feature that automatically identifies knowledge gaps and recommends content to fill them.
The update also expands integrations to ingest data from Zendesk tickets, Salesforce KB, Jira, Gong calls, and Slack channels with granular filtering controls.
Plain Adds Tasks for Internal Follow-Ups
Plain now supports tasks: lightweight to-do items that can be assigned to teammates, linked to companies/tenants, and attached to support threads.
Useful for tracking internal actions like engineering follow-ups or feature request check-ins without leaving the support workspace.
Pylon Adds WhatsApp & Telegram Integrations and Launches Scheduled Slack Summaries
Pylon now supports WhatsApp and Telegram as channels, letting teams create issues directly from WhatsApp group chats or Telegram conversations.
The platform also added scheduled insights that automatically deliver summaries to Slack channels on daily, weekly, or monthly cadences—useful for keeping stakeholders updated without manual reporting.
Decagon Launches Diagnostic Tools for AI Agent Optimization
Decagon launched Diagnostic Tools, an analytics suite with two features:
- Escalation Drivers (shows which guardrails and workflows trigger the most human handoffs)
- AOP Flow Analysis (visualizes how conversations progress through automated workflows step-by-step)
The goal is to replace manual conversation review with data-driven insights, helping teams identify why AI agents escalate unnecessarily and where workflows break down. Decagon claims this reduces optimization time from hours to minutes.
Help Scout adds Customer Ratings to AI Answers
Help Scout now lets customers rate their AI Answers conversations directly, giving teams visibility into how well automated responses are actually landing—beyond just resolution metrics.
The optional ratings feature can be enabled in Beacon settings and provides a simple feedback loop to understand AI performance from the customer’s perspective.
Guru Knowledge Agents Now Auto-Verify Content Across All Sources
Guru’s Knowledge Agents can now automatically verify and unverify content across all connected sources—including Google Drive, Confluence, and SharePoint—using usage signals, engagement patterns, and AI analysis.
New Agents created after January 14, 2026 have auto-verification enabled by default, with a new Quality Log in the AI Agent Center to monitor all verification activity.
The update also adds a “never expire” option for evergreen content and the ability to query the AI Agent Center in chat to surface trends like flagged questions or knowledge gaps.
Lorikeet Launches Voice 2.0 with Action-Taking Capabilities
Lorikeet released Voice 2.0, a voice AI agent that goes beyond conversation to execute actions across integrated systems—like blocking cards, issuing replacements, and coordinating with third parties while keeping the customer on the line.
Built on Lorikeet’s Universal Concierge architecture, Voice shares the same capabilities as their chat, email, and SMS agents (train once, deploy everywhere).
Gorgias Redesigns AI Agent Knowledge Management
Gorgias consolidated all AI Agent knowledge sources—guidance, help center articles, documents, and scraped content—into a single hub with search, filtering, and bulk editing.
The update adds performance stats showing which knowledge pieces drive resolutions vs. handovers, plus a draft/test mode to validate changes before publishing.
Watch the 11 minute video on their updates page for more information.
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