Introducing agent coaching
Your agents can now run realistic practice sessions before they handle real tickets. Coaching simulations let you design a scenario — complete with an AI-generated customer persona and a step-by-step plan — and then drop into a live chat where the AI plays the customer. You can ground the scenario in your own training documents and knowledge base, so the practice feels like your actual product and policies, not a generic exercise.When you create a simulation, you describe the situation and optionally upload a PDF or reference your KB. Rulebase generates a customer persona with traits you can refine and a scenario plan with ordered steps. Once you’re ready, you start the session and respond as the agent while the AI improvises as the customer within the scenario’s boundaries.When the session ends, Rulebase evaluates the transcript and generates a report: overall score, summary, knowledge gaps, key issues, and scorecard-aligned criterion results.
Richer analytics dashboards
Custom dashboards now give you substantially more control over how you visualize and explore your data. You can organize charts into named, collapsible sections — so a single dashboard can cover QA performance, complaint trends, and SLA metrics without becoming a wall of charts.
Marketing compliance reviews
You can now submit marketing materials for automated compliance review directly in Rulebase. Upload a file — or paste a website URL — and Rulebase runs an AI review against your selected regulatory frameworks. The system captures a screenshot and readable page content for websites, so the review covers the live page as your customers see it.When a review completes, you see a summary alongside prioritized issues ranked by risk level: low, medium, or high. Each issue includes inline citations tied to specific framework documents, so you can trace every finding back to the regulation that supports it. The review list is searchable by material name with a dedicated Rejected section for flagged reviews, and status updates stream in real time so you never need to refresh.Smarter routing and workflow automation
Routing rules gained several new capabilities this month. Assignment queues now distribute work in round-robin order instead of picking at random, so load is shared more evenly across your team. You can route conversations directly to a named member, reorder rules with drag-and-drop, and trigger routing when a complaint is created — with conditions on workspace and complaint risk level.You can also use an agent’s QA score as a routing condition, separate from the conversation-level score. For contested evaluations, rules can branch on contest count and reassign ownership on subsequent contests.Agent performance and knowledge gaps
The agent performance table now shows average handle time, a trend indicator versus the prior period, and plain-language performance bands — Met expectations, On track, or Needs improvement — so managers can scan speed, direction, and standing at a glance. Summary metrics at the top of the page show the org-wide average QA score and how many agents need attention.Rulebase also generates weekly knowledge gap reports that cluster weak spots tied to KB-linked criteria across your team. You can view gaps, supporting evidence, and which agents are affected from the agent performance dashboard.Partners and Intercom improvements
You can now create and manage third-party partners as first-class records — with types (BPO, fintech, sponsor bank), associated domains, and linked people. Partner data flows into analytics filters and routing conditions across the platform.Intercom side conversations now appear in the conversation timeline, and Rulebase automatically detects and links related conversations when message text contains Intercom inbox URLs.Introducing compliance testing
Compliance teams have been stuck between spreadsheets that don’t scale and rigid GRC tools that take months to configure. Rulebase compliance testing is a new way to build, run, and report on regulatory testing programs — designed to move at the speed your team actually works.Describe what you want to test in plain language, optionally upload your policies, and Rulebase generates a complete program for you: controls, test scripts, sampling rules, and a ready-to-run test sheet. What used to take days of setup now takes minutes.Six frameworks ship today — BSA / AML, UDAAP, ECOA, Reg E, TILA / Reg Z, and FCRA / Reg V — each with built-in controls and population-aware defaults. Select one or combine several to cover broader mandates.You can test sales calls for UDAAP disclosure violations, review CX interactions for Reg E error-resolution compliance, audit dispute handling under TILA / Reg Z and FCRA, or evaluate SAR filings and KYC onboarding cases under BSA / AML. You pick the frameworks and Rulebase gives you the right controls and test population out of the box.
Improved QA workflows
Manual evaluations now support rich text comments with @mentions, image attachments, and auto-save — so your reviewers can write detailed feedback, tag teammates, and attach visual evidence without worrying about losing a draft.Evaluators can also now choose which specific agents they want to evaluate. Instead of being assigned a random sample, your team can focus reviews on the agents or queues that matter most to them.