Release Notes - April 17, 2025

New Engagement Overview dashboard

Uncover hidden engagement patterns across your customer portfolio with our new Engagement Overview dashboard. Instantly understand engagement metrics across revenue tiers and account segments, including both customer outreach and your team's activities. Spot critical blind spots where high-value customers may be underserved and quickly realign your efforts to maximize impact.
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Enhance the sentiment scores for activities

Unison's enhanced sentiment engine now combines sophisticated AI models with intelligent sentiment agents to deliver more accurate emotional context for all customer interactions. Gain deeper insight into customer sentiment with two powerful new capabilities for activities (calls, emails, tickets):

  • See clear explanations that reveal exactly why each sentiment grade was applied
  • Fine-tune results by providing feedback or overriding AI-generated sentiment grades when your human intuition catches nuances that the AI missed

Review tooltips for key moments

Within the score breakdown of an account view, hover over a key moment to see the summary and a phrase that contributed to the key moment rating.

Support for NPS surveys

The new Surveys page provides a comprehensive overview of NPS surveys for scored accounts, sectioned in a new "VoC Data" category. At the summary level, see key metrics like campaign name, NPS score, and response counts. Use the detail view to examine individual respondent data per survey. 

For configuration adjustments, contact your Unison representative. 

Additional integration connections

Unison now supports the following integration connections to bring your customer data into AI health: 

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