We’re rolling out a fresh batch of updates to the Tiledesk Dashboard — now live in production. This release introduces major enhancements in AI automation, Knowledge Base management, and flow design. Most notably, it includes one of the most requested AI features: self-learning agents.
Let’s explore the latest version, feature by feature:
Self-learning AI Agent — available on all plans
The Self-Learning AI Agent is now accessible to everyone.
Here’s how it works:
- If your AI agent can’t answer a user’s question, the conversation is passed to a human agent.
- Once the human resolves the issue and closes the conversation, the system automatically reviews the entire exchange.
- Relevant information is extracted and turned into a new Knowledge Base article.
- The article is added directly to your assistant’s knowledge sources.
No more daily monitoring or manual KB updates. Your AI agent now learns directly from real conversations, getting smarter every day and increasing the percentage of fully automated interactions.
Import the ready-to-use template and launch your self-learning AI agent with just a few clicks.
Hybrid knowledge base sidebar
The Knowledge Base sidebar has been redesigned to make navigation easier and to clearly indicate different KB types:
- S = Standard KB — Uses semantic (dense) vector search, great for understanding intent and meaning.
- H = Hybrid KB — Combines semantic search with keyword-based (sparse) search, perfect for precise queries like product codes, part numbers, or serial numbers.
With hybrid KBs, you get:
- Better accuracy for keyword-specific queries.
- Stronger semantic understanding for natural language questions.
- More flexible retrieval to cover different customer needs.
You can read more about the Tiledesk Hybrid Search RAG architecture here.
Automatic tracking of unanswered questions
There’s now a dedicated Unanswered Questions tab inside the Knowledge Base.
Whenever the AI fails to provide a meaningful response, the system logs the question here automatically. From this section you can:
- Review missed questions.
- Instantly add them to the KB as new content.
- Discard irrelevant entries.
This feature eliminates the need for manual tracking and makes it easy to keep your knowledge base evolving.
Flow designer – new connector features
Two updates make working with connectors smoother and faster:
- Proximity Selection – Connectors are now easier to select thanks to an expanded clickable area around each line, while keeping them visually thinner to reduce clutter. Read more
- Hide/Show Connectors – Temporarily hide any connector to simplify complex flow diagrams. Hidden connectors display a label with the destination block name and can be restored in one click. Read more
These improvements help keep large or multi-branch flows clear and manageable.
Bug fixes
- Teammate Status in Monitor — Availability status now updates in real time inside the Monitor view, making it easier to manage active workloads.
These updates are designed to make your support automation smarter, your workflows smoother, and your team more efficient.
