AI-estimated CX score for support conversations
AI-estimated CX scores for Customer Agent and human replies show next to CSAT in Helpdesk and Customer Agent analytics, without needing surveys.
Entries on this page are generated by AI from vendor sources. How AI is used
Predictive models
Scores and forecasts produced by models.
| Month | Changes |
|---|---|
| 2026-01 | 2 |
| 2026-02 | 0 |
| 2026-03 | 6 |
| 2026-04 | 4 |
| 2026-05 | 2 |
| 2026-06 | 3 |
| 2026-07 | 2 |
| 2026-08 | 3 |
| 2026-09 | 7 |
| 2026-10 | 2 |
| 2026-11 | 2 |
Select a month to view the whole-record timeline. This clears timeline filters.
Platforms with recorded changes
Platforms with at least one feature state classified in this capability (primary or secondary, minor updates included), in the site's fixed order. Select one to filter the timeline. Counts are not shown side by side: they reflect how finely each vendor documents, not how much it offers.
Adobe AJO Bloomreach Braze Iterable Klaviyo SFMC Engagement SFMC Next Adobe AEP Tealium HubSpot Marketo
Timeline
← Back to the Release MatrixTimeline filters
Filters apply to the timeline. The chart and platform totals describe the whole record. Selecting a chart month clears timeline filters to show that same whole-record scope.
Matches the Release Matrix evidence: latest state reached in the selected period, entries under review excluded, primary and secondary capabilities included.
No recorded changes match these filters.
Within each period: major updates as cards, then notable ones as rows; newest first in each group. Minor updates below.
November 20262 changes
Profile and context features for Personalized optimization models
Personalized optimization AI models can score decision items using up to 50 profile attributes and 20 context attributes; limited to select organizations.
October 20262 changes
Anomaly detection skills in CX Enterprise Coworker
Coworker Chat skill detects spikes and drops in ingestion, segmentation and destination metrics, reviews flow health and failed jobs; in limited availability.
Braze 1 minor update Deliverability & sender infrastructure
- GA Intelligent ranking for automated IP warming source Automated IP warming adds an Intelligent ranking mode that scores users by predicted engagement from an uploaded CSV of prior opens and clicks, warming up to the most engaged users first.
September 20267 changes
Redesigned Audience Builder
The redesigned Audience Builder is generally available, adding a Discovery Panel, semantic search, AI-suggested fields, sample previews, favorites and named rule groups.
Redesigned Smart CRM index
The rebuilt Smart CRM index for Contacts, Companies, Deals, Tickets, Tasks and Custom Objects offers flexible board/Gantt/report views, collapsible filters, and AI column insights, live for all portals.
Redesigned Audience Builder
Now GA (22 Sep 2026). Current summary: The redesigned Audience Builder is generally available, adding a Discovery Panel, semantic search, AI-suggested fields, sample previews, favorites and named rule groups.
AI loyalty challenge recommendations
The Loyalty Performance view's Opportunities and Trend tabs surface AI-detected trends like tier friction or challenge drop-off with a one-click Create with AI action, and Coworker chat can generate challenge ideas.
Emotional Tone Insights
Emotional Tone Insights is being retired; the vendor announced the deprecation the week of September 21, 2026.
AI loyalty challenge recommendations
Now GA (30 Sep 2026). Current summary: The Loyalty Performance view's Opportunities and Trend tabs surface AI-detected trends like tier friction or challenge drop-off with a one-click Create with AI action, and Coworker chat can generate challenge ideas.
Churn Risk buyer intent signal
A new Churn Risk Buyer Intent signal flags at-risk customers from patterns across conversations, emails, calls and notes, citing the triggering conversations.
August 20263 changes
AI enrichments
Applies LLM-based processing to real-time events or customer data via a configurable prompt, trigger and input/output attributes, producing a new event for downstream use.
Redesigned Smart CRM index
Now GA (4 Sep 2026). Current summary: The rebuilt Smart CRM index for Contacts, Companies, Deals, Tickets, Tasks and Custom Objects offers flexible board/Gantt/report views, collapsible filters, and AI column insights, live for all portals.
Email image recommenders
Recommenders suggest the best-performing image to use when building email content.
July 20262 changes
Automatic best-channel optimization
Journeys and campaigns can auto-select the best of several channels per customer via manual, preference, or AI-based ranking.
AI lead scoring rule discovery
Discover AI rules surfaces AI-suggested lead scoring rules with confidence levels across forms, page visits, email opens, enrollments and CTA clicks.
June 20263 changes
Optimize with BrazeAI for push A/B tests
Automatically applies recommended experiment defaults and shifts push send volume toward the best-performing variant when multiple variants are added.
Predicted email engagement in segments
Segments display a predicted email engagement level of High, Medium, Low or Unknown based on historical contact engagement, visible before sending.
Iterable 1 minor update Predictive models
- GA Brand Affinity label accuracy update source Brand Affinity scoring was recalibrated to distribute users more accurately across labels, especially positive and neutral.
May 20262 changes
Redesigned Smart CRM index
Now GA (4 Sep 2026). Current summary: The rebuilt Smart CRM index for Contacts, Companies, Deals, Tickets, Tasks and Custom Objects offers flexible board/Gantt/report views, collapsible filters, and AI column insights, live for all portals.
AI at the Edge (on-device inference)
Runs AI inference on-device at the edge instead of in the cloud, per a catch-up vendor announcement.
April 20264 changes
AI answer engine visibility tracking (AEO)
HubSpot AEO gives a unified visibility score across AI answer engines like ChatGPT and Gemini, showing likely customer prompts, competitor presence, and citation gaps, grounded in Marketing Hub CRM data when connected.
Customizable prediction templates
Purchase, Churn and Optimal send time prediction templates now support custom prediction windows, target events, and per-channel send-time optimization.
AI models in journey arbitration ranking
Journey arbitration ranking formulas can now use AI models to boost priority scores from profile and contextual data, in Limited Availability.
Unstructured engagement signals for Buyer Intent
Buyer Intent converts unstructured conversational insights, like budget and deal timing from calls, emails and notes, into actionable company-level signals.
March 20266 changes
Einstein features retirement in select Hyperforce regions
Marketing Cloud Einstein features, including engagement scoring, were retired for customers in Australia, Japan and Canada Hyperforce regions; EU/US processing or Marketing Cloud Next can keep data in-region.
Brand Score Checker for Email Designer
Email Designer's Brand Score Checker scores content for readability, cohesiveness and effectiveness, independent of brand guidelines.
Proactive profile suppression recommendations
Klaviyo now proactively recommends inactive, low-value profiles to suppress based on sunset flow criteria.
Decisioning AI model monitoring
Decisioning personalized-optimization AI models can now be monitored for health, training status, and performance.
Contextual personalization across all scenario channels
Contextual personalization now works across email, push, SMS, RCS, WhatsApp and in-app, with a Loomi-optimized default and custom goal events.
Tealium 1 minor update Destinations & connectors
- GA Amazon Bedrock AI connector inference parameter mapping source Amazon Bedrock AI connector adds inference parameter mapping and an improved model selection list.
January 20262 changes
Profile viewer combined view and AI insights
Profile viewer combines attributes, events and AI-generated insights like propensity scores in one refreshed, card-based browsable view.
Einstein Metrics Guard bot scoring for email engagement
Einstein Metrics Guard scores bot-driven email engagement using Data 360 data to identify non-human opens and clicks.