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Roadmap | Text - AI-powered technology for customer service software
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href="/success/">Blog<small>Text automation explained</small></a></li><li><a href="/careers/">Careers<small>Find your dream role at Text</small></a></li><li><a href="/team/">Team<small>Meet Texters</small></a></li></ul></li></ul></nav></div><div data-focus-guard="true" tabindex="-1" style="width:1px;height:0px;padding:0;overflow:hidden;position:fixed;top:1px;left:1px"></div></div></header><main class="main"><div class="Roadmap_wrapper__ZqSIK"><div class="Roadmap_contentContainer__XiS1e"><article><div class="Roadmap_roadmapContainer__Lwx_m"><h1><span class="Roadmap_titleLabel___ojYY">Text Products</span><span>Roadmap</span></h1><div class="Roadmap_heroDisclaimer__wyptC"><p>Text automates repetitive customer service tasks. This roadmap highlights our key bets and ongoing work.</p></div><h2>Our key bets</h2><h3 style="margin-top:1.5em">Chatbots that exceed expectations</h3><img alt="Chatbots that exceed expectations" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fchatbot-expectations.c5e42cf5.png&w=2048&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fchatbot-expectations.c5e42cf5.png&w=3840&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fchatbot-expectations.c5e42cf5.png&w=3840&q=75" width="2028" height="520" decoding="async" data-nimg="1" class="Roadmap_imageDesktop__QeS89" loading="lazy" style="color:transparent"/><img alt="Chatbots that exceed expectations" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fchatbot-expectations-mobile.a058be65.png&w=1080&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fchatbot-expectations-mobile.a058be65.png&w=2048&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fchatbot-expectations-mobile.a058be65.png&w=2048&q=75" width="1000" height="556" decoding="async" data-nimg="1" class="Roadmap_imageMobile__j5__e" loading="lazy" style="color:transparent"/><p>We aim for a chatbot experience so your customers will ask for a transfer when talking with a real agent.</p><p>To achieve this, we're increasing the context window of Text chatbots to include all <strong>previous chats</strong>,<!-- --> <strong>tickets</strong>, and<!-- --> <strong>website interactions</strong>.</p><p>With such a broad context, the Text in-house LLM will provide instant responses based on thousands of past chats and tickets.</p><h3>A single widget that customers love</h3><img alt="Widget customers love" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fwidget.904ed910.png&w=2048&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fwidget.904ed910.png&w=3840&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fwidget.904ed910.png&w=3840&q=75" width="2030" height="556" decoding="async" data-nimg="1" class="Roadmap_imageDesktop__QeS89" loading="lazy" style="color:transparent"/><img alt="Widget customers love" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fwidget-mobile.f0799f5b.png&w=1080&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fwidget-mobile.f0799f5b.png&w=2048&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fwidget-mobile.f0799f5b.png&w=2048&q=75" width="1000" height="556" decoding="async" data-nimg="1" class="Roadmap_imageMobile__j5__e" loading="lazy" style="color:transparent"/><p>The first widget that customers want to click on.</p><p>All Text products rely on a single Text Widget. It looks, feels, and works for every use case. Install it once to collect leads,<!-- --> <strong>engage visitors</strong>, and welcome returning customers. Offer premium chatting experience with bots and human agents.</p><h3>Instant fact-finding</h3><img alt="Instant fact-finding" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fsources.e8e577bb.png&w=2048&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fsources.e8e577bb.png&w=3840&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fsources.e8e577bb.png&w=3840&q=75" width="2028" height="556" decoding="async" data-nimg="1" class="Roadmap_imageDesktop__QeS89" loading="lazy" style="color:transparent"/><img alt="Instant fact-finding" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fsources-mobile.649f36cb.png&w=1080&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fsources-mobile.649f36cb.png&w=2048&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fsources-mobile.649f36cb.png&w=2048&q=75" width="1000" height="700" decoding="async" data-nimg="1" class="Roadmap_imageMobile__j5__e" loading="lazy" style="color:transparent"/><p>Everyone on your team is an expert from day one.</p><p>Your know-hows, websites, and all<!-- --> <strong>internal knowledge documents</strong> (company wikis, PDFs) are combined into a single source of truth.</p><p>All previous interactions with Text products become a wellspring of knowledge about your customers and their experiences, and needs.</p><h3>Service efficiency with copilot</h3><img alt="Service excellence Text Copilot" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fcopilot-one.64da8c56.png&w=2048&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fcopilot-one.64da8c56.png&w=3840&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fcopilot-one.64da8c56.png&w=3840&q=75" width="2028" height="556" decoding="async" data-nimg="1" class="Roadmap_imageDesktop__QeS89" loading="lazy" style="color:transparent"/><img alt="Service excellence Text Copilot" srcSet="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fcopilot-one-mobile.828ddde3.png&w=1080&q=75 1x, /_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fcopilot-one-mobile.828ddde3.png&w=2048&q=75 2x" src="/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Fcopilot-one-mobile.828ddde3.png&w=2048&q=75" width="1000" height="556" decoding="async" data-nimg="1" class="Roadmap_imageMobile__j5__e" loading="lazy" style="color:transparent"/><p>We double your efficiency by teaming you up with Text Copilot, an AI assistant who knows about your customers. Copilot provides you <strong>ready-to-use responses</strong>, chat summaries, and proactive <strong>sales assistance</strong>.</p><p>Text Copilot finds growth opportunities and gives you an action plan for turning your customer service into a competitive advantage. Challenge your team performance by chatting with Copilot, who knows recent <strong>trends in your data</strong>.</p><h2 id="ongoing">Coming in Q4 2024</h2><p>In Q4, Text Product teams prioritize service quality and uptime. We'll address reported bugs and continue to improve the apps' user experience.</p><ul class="Roadmap_roadmapList__ZAAaG"><li>Improved LiveChat + ChatBot integration</li><li>Bug fixes and UX improvements across all Text products</li><li>Improved site reliability and uptime of Text infrastructure</li><li>New Weekly Overview report with automated insights</li><li>AI reply suggestions and<!-- --> <a href="https://www.helpdesk.com/roadmap/" target="_blank" rel="noopener noreferrer"><u>new workflow</u></a> <!-- -->conditions in HelpDesk</li><li>Improved performance of the LiveChat web app</li></ul><h2 id="ongoing">Shipped in Q3 2024</h2><div class="Roadmap_videoWrapper__s_El7"><iframe width="728" height="410" src="https://www.youtube.com/embed/TBopVw5uOQs?si=PHueo1y_dRNJ8iAV" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin"></iframe></div><ul class="Roadmap_roadmapList__ZAAaG"><li>Message box autosuggest with canned responses in LiveChat</li><li>New LiveChat campaign templates organized by use cases</li><li>New placement of the Text Copilot to bring contextual assistance</li><li>Upgraded in-house AI model in ChatBot for better end-user experience</li><li>Upgraded RAG system in ChatBot for better fact-finding</li><li>Common knowledge scraper in all Text Products for improved knowledge management</li><li>Shopify integration for HelpDesk with customer details and ticket management</li><li>HelpDesk with KnowledgeBase integration to provide facts during ticket resolution</li><li>Advanced Automatic Assignment to triage tickets based on predefined criteria</li><li>Agent performance reports in HelpDesk for detailed insights on team performance</li><li>Upgraded chat widget interactions for better end-user experience</li><li>Chat widget WCAG 2.2 compliance to meet the most demanding experience criteria</li><li>Central team and company profile management for all Text Products</li><li>Common user interface across LiveChat, ChatBot, and HelpDesk</li><li>Common snippet code and widget for LiveChat, ChatBot, HelpDesk, and OpenWidget</li></ul><p>See all the releases in the<!-- --> <u><a href="https://text.com/context/summary/" target="_blank" rel="noreferrer noopener">context| summary</a></u>.</p><h2>Our commitment</h2><p>We are committed to helping you grow.</p><p>We fight for every inch in terms of design and engineering. Reliability and 24/7 support are our trademarks. We put customers first.</p><p>— Product Leaders @ <strong>Text</strong></p></div></article></div></div></main><footer class="Footer_footer__Dhw_9"><div class="Footer_footerContainer__vcVmy"><div class="Footer_firstRow__r23sw"><div><div class="Logo_logo__3uUlF"><a href="/">text<span class="Logo_carrier__nvDPs">|</span></a></div><div class="Footer_socialIcons__S9DDj"><a aria-label="Go to LiveChat Twitter account" href="https://twitter.com/TextPlatform"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" fill="none"><g clip-path="url(#a)"><path fill="currentColor" d="M11.903 8.464 19.348 0h-1.764l-6.465 7.35L5.955 0H0l7.808 11.114L0 19.99h1.764l6.828-7.761 5.452 7.76H20L11.902 8.465Zm-2.417 2.747-.791-1.106L2.4 1.299h2.71l5.08 7.107.791 1.106 6.604 9.238h-2.71l-5.389-7.538Z"></path></g><defs><clipPath id="a"><path fill="#fff" d="M0 0h20v20H0z"></path></clipPath></defs></svg></a><a aria-label="Go to LiveChat LinkedIn account" href="https://www.linkedin.com/company/livechat/"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" fill="none" viewBox="0 0 21 20"><path fill="currentColor" fill-rule="evenodd" d="M17.543 17.042h-2.966V12.4c0-1.107-.02-2.53-1.542-2.53-1.542 0-1.778 1.207-1.778 2.451v4.721H8.294V7.498h2.842v1.304h.041c.397-.75 1.364-1.541 2.807-1.541 3.005 0 3.56 1.976 3.56 4.547v5.234ZM4.95 6.194a1.72 1.72 0 1 1-.003-3.44 1.72 1.72 0 0 1 .003 3.44ZM3.462 17.042h2.97V7.498h-2.97v9.544ZM19.02 0H1.975C1.16 0 .5.646.5 1.442v17.115C.5 19.353 1.161 20 1.975 20H19.02c.816 0 1.48-.647 1.48-1.443V1.442C20.5.646 19.835 0 19.02 0Z" clip-rule="evenodd"></path></svg></a><a aria-label="Go to LiveChat Facebook account" href="https://www.facebook.com/livechat/"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" fill="none" viewBox="0 0 21 20"><path fill="currentColor" d="M20.5 10.06c0-5.54-4.477-10.029-10-10.029s-10 4.49-10 10.03c0 5.007 3.656 9.156 8.438 9.908v-7.01h-2.54v-2.898h2.54V7.85c0-2.513 1.492-3.902 3.777-3.902 1.094 0 2.238.196 2.238.196v2.468h-1.262c-1.242 0-1.629.774-1.629 1.567v1.88h2.774l-.443 2.9h-2.33v7.009c4.78-.752 8.437-4.901 8.437-9.908Z"></path></svg></a><a aria-label="Go to LiveChat Youtube channel" href="https://www.youtube.com/@text_official"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" fill="none" viewBox="0 0 20 20"><path fill="currentColor" fill-rule="evenodd" d="M7.935 12.99V7.352l5.403 2.828-5.403 2.808ZM19.8 6.376s-.196-1.382-.795-1.991c-.76-.8-1.613-.803-2.004-.85-2.799-.203-6.997-.203-6.997-.203h-.008s-4.199 0-6.997.203c-.392.047-1.243.05-2.005.85C.395 4.995.2 6.376.2 6.376S0 8 0 9.624v1.522c0 1.624.2 3.247.2 3.247s.195 1.382.794 1.99c.762.8 1.761.775 2.206.858 1.6.154 6.8.202 6.8.202s4.203-.006 7.001-.21c.39-.046 1.243-.05 2.004-.85.6-.608.795-1.99.795-1.99s.2-1.623.2-3.247V9.623c0-1.623-.2-3.246-.2-3.246Z" clip-rule="evenodd"></path></svg></a></div></div><div class="Footer_menuLinks__BCXzL"><div><p>Build</p><a class="" href="/universe/">Universe</a><a class="" href="https://platform.text.com">Platform</a></div><div><p>Distribute</p><a class="" href="/marketplace/">Marketplace</a><a class="" href="https://platform.text.com/developer-program">Developer Program</a><a class="" href="https://incubator.text.com">Incubator</a><a class="" href="https://partners.livechat.com">Partner Program</a></div><div><p>Company</p><a class="" href="/vision/">Vision</a><a class="" href="/roadmap/">Roadmap</a><a class="" href="/focus/">Focus</a><a class="" href="/success/">Blog</a><a class="" href="/careers/">Careers</a><a class="" href="/team/">Team</a><a class="" href="/press/">Press</a><a class="" href="https://investor.text.com">Investors</a><a class="" href="/contact/">Contact</a></div></div></div><div class="Footer_secondRow__jo7Z0"><p>© <!-- -->2024<!-- --> Text, Inc. 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