What’s New - Product Updates April 2025

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Every quarter we bring you up to date on the latest developments within the Seamly platform. In this edition of What's New, we update you on some powerful improvements to our dashboard as well as an expansion of our voicebot functionalities.

More voices for your voicebot thanks to ElevenLabs

The quality of a voicebot depends on its voice. That's why we are continuously expanding our range of Text-to-Speech (TTS) voices. In the last release, we added ElevenLabs as a new provider. This means customers have access to a range of additional voices — including the option for custom-made voices.

If you want to create a unique brand experience through voice, you can now tailor tone of voice, accent or even your own recognizable voice. This will make your voicebot more personal and persuasive.

Live view of conversations through our dashboard

We have added a new functionality to the dashboard: Live Insights. This allows you to look live along in the dashboard with conversations currently taking place on web, app, chatbot, voicebot and live chat.

This means a big step forward in monitoring and support. That's because you can see in real time how conversations are going and make quicker adjustments as needed. This ensures shorter response times and a better customer experience.

New KPI: First Time Right (FTR)

Understanding customer behavior and call effectiveness is essential to continuous improvement. Therefore, we will soon introduce a new KPI in our dashboard: First Time Right (FTR).

FTR measures what percentage of callers do not contact you again within 24 or 72 hours. In other words, how often is a customer query handled right the first time?

This KPI will give you better insight into the effectiveness of your customer interactions and you can make targeted adjustments where necessary. We are currently rolling out the FTR measurement and working on the integration into the dashboard. This functionality will be further expanded in the coming period based on feedback from our users.

With these updates we take another step towards a scalable, flexible and smart platform that helps you improve customer interactions. Do you have ideas or feedback? Let us know — we'd love to continue building Seamly together!