PeopleReign announced major updates in its Winter 2025 platform release. These updates bring AI-driven features to boost Virtual Agent use. They simplify configuration and improve insights into employee interactions. The enhancements include Suggested Actions, an AI-powered Configuration Assistant, a new Conversation Viewer, and the general availability of Deflection Genius.
A standout addition, Suggested Actions, places three frequently used options at the start of every interaction, helping employees instantly understand what the Virtual Agent can do. By eliminating guesswork and making capabilities discoverable from the first message, organizations are already seeing higher engagement and improved self-service outcomes.
PeopleReign is also rolling out its Configuration Assistant, a feature that brings “AI to improve AI” by guiding administrators through setup with context-aware suggestions. Sparkle indicators (✨) flag fields where AI can offer optimized variations, while check marks (✅) confirm adherence to best practices. This transforms what can be a complex configuration process into a streamlined, confidence-building workflow.
The newly introduced Conversation Viewer provides full transcript visibility for any interaction, enabling administrators to replay conversations and analyze context directly within Deflection Genius. This added clarity supports trend analysis, user behavior insights, and more targeted improvements.
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Having completed a successful beta period, Deflection Genius is now fully available with expanded capabilities to help teams identify gaps in Virtual Agent performance and strengthen content libraries for higher deflection rates.
Additional enhancements include resizable Virtual Agent interfaces, customizable smalltalk behaviors, and expanded file-sharing support across Microsoft Teams and ServiceNow.
According to the VP of Employee Experience at a global technology company: “Suggested Actions has transformed Virtual Agent adoption across our organization. Employees immediately understand what the agent can do for them, and we’ve seen engagement rates increase dramatically. It has made our configuration process faster and more effective, while Conversation Viewer gives our team the insights we need to continuously improve. These features alone delivered measurable ROI in our first month of deployment.”
With all customers now upgraded, PeopleReign’s Winter 2025 release marks a significant step forward in AI-powered employee service automation.
