The landscape of conversational AI is undergoing a dramatic transformation, evolving at a pace that continuously redefines how businesses interact with their customers. The focus is consequently shifting towards harnessing AI for more complex, value-added tasks like hyper-personalized interactions, domain-specific expertise, and even autonomous workflows. However, managing the underlying complexity—integrating diverse AI models, ensuring data privacy, maintaining ethical standards, and handling system compatibility—remains a challenge. SentiOne Automate is engineered precisely to navigate this dynamic environment, providing a comprehensive platform that simplifies the creation and management of powerful, modern conversational AI solutions, enabling businesses to harness these transformative technologies efficiently and affordably. Whether you’re working on customer support, sales automation, or voice-based virtual agents, new platform updates help you create more natural, responsive, and dynamic user experiences with less complexity and lower infrastructure costs.
2024: Laying the Groundwork for Intelligent Automation
In 2024, we rolled out a wide array of foundational features that dramatically improved how users build, scale, and manage bots on the Automate platform. From launching dynamic quick replies to supporting five new languages in the NLU engine—including Dutch, Portuguese, Italian, French, and Spanish—we’ve made it easier for global teams to reach their audiences in their native language. These enhancements empower organizations to create bots that are more relevant, localized, and user-friendly across diverse markets.
We also introduced the “LLM Say” block, which simplifies the creation of bots based on Retrieval-Augmented Generation (RAG), allowing your agents to deliver precise, up-to-date answers drawn directly from your documents. With added support for Microsoft Azure-hosted OpenAI deployments and Google’s Speech-to-Text and Text-to-Speech services, Automate became more flexible and secure for enterprises with custom infrastructure needs. The launch of project-level autocorrect and enhanced intent classification also meant better recognition accuracy, especially in noisy or typo-prone environments—minimizing user frustration and boosting task completion rates. In short, 2024 was all about making Automate smarter, faster, and more versatile, with a clear focus on improving the daily experience of bot builders and end users alike.
2025: Smarter Bots, More Powerful Tools
This year, we’ve continued that momentum by introducing even more user-focused enhancements. The addition of carousel support in web chat offers a richer, more intuitive way to present content—ideal for showcasing products, step-by-step instructions, or multiple service options in a clean, swipeable format. For companies aiming to delight customers with better UI and higher engagement, this feature brings app-like interactions directly into the chat experience.
We’ve also unlocked access to next-generation AI with native support for Google Gemini and new OpenAI models like GPT-4.5. Now, Automate users can tap into cutting-edge language capabilities for both generative responses and document indexing, without any extra integration work. For voicebot developers, recent improvements to the Voice Channel Connector give more granular control over conversation flow, silence detection, and speaker interruption—leading to more human-like and responsive voice interactions.
Another exciting update is the integration with ElevenLabs, allowing users to easily connect and use custom synthetic voices within their voicebots. This means your bots can now speak in brand-specific tones, regional dialects, or even recreate a consistent voice persona across all channels—significantly enhancing brand identity and user trust. Whether you’re building a healthcare assistant, banking concierge, or virtual sales rep, your bot can now sound exactly how you want it to.
Integration has become easier too: now you can connect to any LLM with an OpenAI-compatible API, including Meta’s LLaMA and DeepSeek, expanding your model options significantly. Whether you’re experimenting with different providers or scaling your bot to new channels, Automate 2025 is all about giving users flexibility and freedom while minimizing technical overhead.
What’s Next: Our Roadmap for the Near Future
We’re not slowing down. The short-term roadmap for SentiOne Automate is packed with features that will further elevate your ability to build advanced bots with less effort and greater precision. Soon, you’ll be able to initiate outbound voice calls directly from the platform with our new dialer—opening the door for proactive service and sales scenarios. Support for more languages is on the way, helping global teams continue to scale with confidence. We’re also bringing LLM-based intent detection into the fold, so you can train bots faster and achieve even higher accuracy using large-scale language understanding.
Security and usability are getting major upgrades too. Two-factor authentication (2FA) will enhance platform security, while planned improvements like direct knowledge base management for RAG bots in the UI will give bot builders more control and transparency without relying on backend integrations. A new “LLM Integration” block will allow seamless communication with various model providers, and support for DeepSeek, Claude, and Mistral will make Automate even more model-agnostic. On top of that, new TTS voices from OpenAI will give voicebots a more natural tone, while LLM-powered automatic bot testing will help ensure every bot you deploy is bug-free and production-ready. In short: we’re building the tools you need not just to keep up with the future of AI—but to define it.
