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July product demo day: proactive conversation reviews and a stronger security record

Darija Fjodorova
General
06/08/2026

Once a month, our teams present the latest platform updates. Here's what we covered in our recent session and what it means for your deployments and customers.

Customer care doesn't stop at go-live

Ongoing improvement is part of how we run live deployments. We deep-dive into call recordings and conversation data - tags, transcripts and scenario goal completion - listen to calls in full and cross-check what we hear against the analytics. The findings turn into concrete changes: refining existing scenarios and integrations or building new flows where the data shows demand. The aim is to find issues before your customers report them.

What a recent review changed at Katowice Airport.

A recent example is the inbound information line at Katowice Airport. The analysis covered nearly 9,000 conversations across April and May and led to three changes.
  • Language selection moved to the front of the flow. The original welcome message was long and played in a single language, so callers who did not speak Polish often never discovered that English, German or Ukrainian options existed. The welcome is now shorter and the language prompt comes first.
  • Consultant transfers no longer end in silence. Previously, if no consultant answered within 20 seconds, the call disconnected without a word. The wait has been extended to 3 minutes, with a queue status update partway through and a clear closing message when no consultant is available.
  • Transfers now carry intent. Callers who ask for a human are asked one question about the reason for their call, so the transfer routes to the right line and the knowledge base team learn which topics are missing.
For the customer on the line, this means hearing their own language sooner and never being dropped in silence - and when they do reach a consultant, the call arrives with context.

Security and compliance

We also successfully passed our ISO/IEC 27001 audit. Separately, independent penetration testing of the Apifonica platform - conducted by ScienceSoft to a DORA-aligned methodology across web applications, APIs and networks - closed the full test-fix-retest cycle with no high or medium-severity vulnerabilities. The attestation letter is available to clients on request.
Work also continues on AI governance: internal policies on AI tool usage and documented procedures for AI capabilities in our products are being published this quarter, in line with the EU AI Act.
If you would like your deployment included in the monthly review programme or a copy of the penetration test attestation letter, get in touch with us
Book a meeting here

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