The October 2025 (2025.3.0) release introduces significant enhancements across the Puzzel Virtual Agent platform, spanning Chat, Voice, and Email channels.
This release focuses on simplifying knowledge setup, improving transparency for builders, and enabling smarter, more adaptive conversations through the introduction of agentic intelligence.

Key Highlights

• Supsearch redesigned with a simpler, faster, and more intuitive setup for AI search and data ingestion.
• No-code web scraper for effortless website knowledge collection.
• Agentic Building Block (Beta) for intelligent agent logic in a single BotStudio block.
• Improved Action Selector in BotStudio for faster and easier bot building.
• Built-in PCM ticket creation to create cases directly in Puzzel Case Management.
• Enhanced Voice Virtual Agent experience with DTMF support and full message playback.

Supsearch

Simplified Setup and Configuration

Supsearch has been redesigned with a streamlined and intuitive user interface that simplifies the full configuration process — from connecting data sources, to extracting articles, and setting up AI search engines.

New Features

• Redesigned UI with a guided setup flow: connect → extract → configure.
• Unified experience for managing both content and search engines.

Improvements

• Search engines are now ready to use shortly after the first data source is added — no separate deployment step required.
• Updated design for better navigation and clarity.
• Fully backward compatible with all existing Supsearch configurations.

Why it matters
The new Supsearch experience reduces complexity, shortens setup time, and improves search engine readiness. This leads to faster, more accurate knowledge retrieval for both Virtual Agents and Agent Co-Pilot users.

No-Code Web Scraper

A new AI-powered, guided tool enables website scraping without technical knowledge.

Key Capabilities

• Automatically identifies relevant pages for extraction.
• Guided, no-code configuration.
• Accessible to all users, not just developers.

Benefits

• Reduced setup time for new scrapers.
• Empowers non-technical admins to manage data sources independently.

This makes it easier than ever to expand knowledge bases and keep content up to date across customer-facing channels.

Direct Links to Customer-Facing Knowledge Base

If a customer-facing Puzzel Knowledge Base is configured, Supsearch can now link directly to public articles, ensuring consistency between internal and external knowledge sources.

BotStudio

Agentic Building Block (Beta)

The Agentic Building Block introduces intelligent, adaptive decision-making to your bots — all within a single, configurable component.

How it works

• Dynamically decides whether to:
  • Search for knowledge
  • Ask clarifying questions
  • Continue the natural conversation
  • Trigger a human handover
  • Branch into static flows

Additional Features

• Configurable exception handling for sensitive or regulated cases.
• Built-in AI guardrails ensure safe, accurate, and brand-consistent answers.

Why it matters

• Simplifies bot design — agent behavior is now handled in one component.
• Provides autonomy with control: the model adapts in real time but stays within defined rules.
• Enables smoother, more natural multi-turn conversations and seamless escalation when required.

The Agentic Building Block is currently available to a limited set of beta customers. Broader rollout will follow in future releases.

Built-in PCM Ticket Creation

BotStudio now includes a native activity for creating tickets in Puzzel Case Management (PCM).

Highlights

• Simple, dropdown-based setup — no integration work required.
• Reduces deployment time and technical overhead.
• Strengthens the Puzzel ecosystem by connecting Virtual Agents directly to case workflows.

Improved Action Selector

A redesigned action selector makes bot building faster and more intuitive.

Improvements

• Searchable and categorized action list.
• Clear, embedded descriptions for each activity.
• Full keyboard navigation support for power users.

Expected outcome

• Faster, easier action selection.
• Better understanding of each action’s function.
• More efficient building experience overall.

Dynamic Tag Filtering in Search

The Search Results action now supports dynamic tag filtering, automatically applying context-aware tags.
This reduces the need for multiple search engines and improves retrieval precision.

Call Recording Links in Conversation Logs

Conversation logs now include direct links to recorded calls in Puzzel Archive, allowing admins and supervisors to review voice interactions faster and streamline quality assurance workflows.

Consistent Responses with Detailed “Reason” Field

All GenAI actions in BotStudio now return a standardized JSON structure that includes a reason field explaining why an AI-generated answer was not produced.
For example:

• No relevant articles found
• Safeguard or content policy restrictions
• Generation blocked by AI guardrails

This provides greater transparency for bot builders and improves debugging when GenAI responses are not returned.

Improved Filter Refresh in Conversation Logs

Fixed an issue where filters on the Conversation Logs page did not refresh correctly, occasionally showing no results.
Filters now update reliably, ensuring accurate and up-to-date log views.

Voice Virtual Agent

DTMF Support in Demo Panel

The Voice VA demo panel now supports DTMF tone input via a built-in dial pad.
This makes it much easier to test and validate full voicebot functionality without requiring an external phone connection.

Voicebot Messages Play in Full

Resolved an issue where long voicebot messages were occasionally cut off before transfers or other activities.
Messages now play in full, resulting in smoother, more natural conversations and fewer interruptions.

Chat Virtual Agent

Status and Loading Messages

For Puzzel PCC chat, users now see real-time status indicators such as “searching”, “generating”, or “preparing an answer.”
This transparency improves user trust and patience during longer response times.

Improved VA Chat Startup Experience

The chat input field can now be temporarily disabled until the welcome message is displayed, preventing premature user input and ensuring a smoother, more guided start to each conversation.

Final Notes

The October 2025 release introduces major improvements to Supsearch, BotStudio, and Voice Virtual Agent — while laying the foundation for a more adaptive, intelligent, and transparent Virtual Agent ecosystem.

These enhancements simplify setup, reduce technical barriers, and empower teams to deliver more natural and effective AI-driven customer experiences.

As always, we appreciate your feedback and look forward to building on these innovations in future releases.
For more details, please contact your Customer Success Manager