Product Announcements

Care AI Agent is now generally available, the first gaming-native AI agent designed to resolve user issues instantly without breaking immersion. It acts as an intelligent, autonomous extension of your support team, delivering instant, on-brand resolutions. Grounded in your organization’s pre-approved knowledge, Care AI ensures every interaction is accurate, policy-compliant, and deeply context-aware.

The Outcome: Autonomous, Safe, and On-Brand Resolution

Key Components

• Personality: Care AI speaks in your studio’s voice — aligned to your game’s tone, audience, and communication style.
• Knowledge: Care AI only answers from sources you authorize, ensuring accuracy, compliance, and consistency.
• Procedures: Agent Operating Procedures define step-by-step, studio-approved workflows that enable consistent, scalable resolution of complex support scenarios with minimal human intervention.
• Actions: Care AI does not just respond — it can take actions inside your operational environment.
• Guardrails: Enforce safety rules that keep Care AI within approved boundaries, preventing hallucinations, data leaks, and off-topic behavior.
• Care AI Agent Analytics: Showcase the tangible value of AI Agents through detailed usage and performance tracking.

Deploy Care AI Agent to manage high inquiry volumes and deliver consistent, brand-approved resolutions in-app.

For more details, visit our help article.

This enhancement adds native OAuth 2.0 authentication support to External API Requests (EAR), enabling secure integrations with third-party services directly within the Helpshift platform. Instead of relying on external proxy infrastructure for OAuth handling, the authentication logic will be embedded within the EAR framework itself.

By managing OAuth and key handling at the application layer, this approach simplifies integration, reduces operational overhead, and improves scalability. It allows teams to securely connect external systems while benefiting from centralized security management, easier maintenance, and faster rollout of updates across the platform.

Refer to our help article for more information.

User Hub brings a unified view of every user directly into the Agent Dashboard in a single, real-time view. By securely integrating verified identities and capturing both standard and custom user attributes, User Hub enables teams to deliver more personalized, accurate and contextual support at every touch point.

With a centralized user profile that includes IDs, custom fields, notes, tags, and user panels, teams can recognize users across platforms, maintain continuity, and deliver truly contextual support. As AI becomes central to customer service, User Hub acts as the system of record that AI and automation depend on, providing clean, connected, and secure data. It fuels proactive engagement through complex, real-time segmentation to reach the right audience at the right moment, and serves as a foundation for workflows, predictive analytics, reporting, and many future AI-powered features.

For more details, visit our help article.

View the latest customer sentiment directly in the issues panel allowing issues to be prioritized based on the sentiment. Sorting by sentiment helps prioritize high-impact issues, respond with the right urgency and tone, and improve resolution speed and customer satisfaction.