Welcome to the first edition of Maven’s new product update blog series! These posts are our way of keeping you in the loop as our product evolves - sharing what’s new, what’s better, and how we’re making Maven even more useful for your day-to-day. Many of these updates are driven by real customer feedback, and all of them are designed to help your team move faster, manage smarter, and get more from your Maven experience.
Two of the biggest challenges teams face when building and scaling AI are maintaining an accurate, reliable knowledge base and understanding how to improve agent performance.
Our recent product updates help teams move faster on both fronts by:
Identifying and resolving knowledge issues with the new Maven Inbox for optimal performance;
Improving agent tuning with new analytics and conversation-level insights; and
Protecting customer data with API-driven redaction controls.
Let’s take a closer look.
Optimize Your Knowledge Base with the New Maven Inbox
We’ve officially launched Maven Inbox, a powerful new tool in Agent Designer to help you proactively improve your AI’s performance. It’s a centralized workspace that flags common knowledge base issues so you can resolve them quickly, avoid conflicting information, and ensure your AI stays sharp.
What you can do with the Inbox:
Close knowledge gaps with ready-to-edit AI content: One of Inbox’s most powerful features, Maven analyzes conversations to identify missing knowledge and generates ready-to-edit content, helping your team strengthen your knowledge base fast.
Eliminate duplicate or contradictory knowledge: Overlapping knowledge bases may confuse your AI or degrade answer quality. Inbox alerts you to duplicate documents and potentially contradictory knowledge for your team to continually optimize your knowledge base.
Stay in control: Accept, edit, ignore, or deactivate flagged items with clear actions and context for each suggestion.
Access Inbox under Agent Designer > Operate > Inbox.
Better Insights from Conversations and Analytics
We shared last month how Maven “thinks out loud” to explain its reasoning, show its sources and outline the steps it took to deliver its answer. We’ve also made several UX upgrades to make it easier to see what your AI is doing, helping teams fine-tune their agents faster by surfacing key context and revealing performance patterns.
Conversation Page Upgrades:
New “Customer Interactions” and “Primary Language” columns: People can now see a conversation’s customer interaction count - how many customer messages were sent - and primary language at a glance. Click “Show/Hide Columns” and add those column selections to display within the Conversations page.
Cleaner tags and sources: We’ve improved the visual layout of tags and sources, reducing clutter and making key context easier to scan. Tags are now presented in a row for consolidated readability, and sources are now displayed in a truncated view for a cleaner, more scannable layout.
New feedback tab: View feedback text in a streamlined summary so people can instantly scan and understand what matters; no need to sift through every message.
Insights Page Upgrades:
Clearer graphs with tooltips: We’ve added in-line definitions to several graphs - like Quality, Customer Sentiment, and Customer Interaction - so it’s easier to interpret what’s being measured and why it matters.
Interactive graphs with persistent filters: Line graphs and pie charts are now clickable, letting you drill directly into filtered conversations. Your filter selection stays active as you navigate to the Conversations view, keeping the data context intact.
More Control Over Customer Data
As part of Maven’s data privacy and security efforts, people can now redact customer PII and message content from the platform via API - helping organizations stay compliant with privacy standards and giving you greater control over your data. You can read more about our approach to security and compliance in our CTO Sami Shalabi’s recent blog post.
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That’s a wrap on our first roundup! We’re constantly learning from how you use Maven, and your feedback plays a big role in what we build next.
We’ll be back soon with more updates; stay tuned!