Product updates

Roadmap

Where Unless is heading

UNLESS is one AI customer agent for the entire customer journey: acquisition, retention, expansion, and support. This page sets out where the platform is going, at a high level. For the detail of what shipped and when, the full changelog is archived by year at the bottom.

We will not list every release here. The roadmap below describes direction, not dates. The changelog is where the week-to-week record lives.

What you'll find here

The roadmap. The big bets we are making, grouped into Now, Next, and Later.
The changelog, by year. Every shipped update, in full, from 2023 onward.

The loop behind it all

The platform runs on a four-phase loop: Train, Test, Deploy, Analyze. Three self-maintaining engines power it: Living Knowledge keeps your business knowledge current, Living Memory keeps your customer relationships warm, and Living Context connects the agent to your product and your systems.

Analyze feeds back into Train, so the system compounds. Every release we ship makes one phase of that loop sharper, which is why the agent keeps getting better after every conversation.

The high-level roadmap

Our direction holds steady even as the details shift. We are moving from an agent that answers well to an agent that adapts the whole interface around each customer, in the regulated markets that need it most.

Now

A knowledge library that maintains itself. Living Knowledge organizes your content, fills gaps, and publishes a public Help Center on autopilot.
Automated data organization. Subsets and labeling applied automatically, for granular access rights and stronger hallucination mitigation.
Richer multimodal. Building on speech and images toward full video input and output.

Generative UI. Forms become guided conversations and dashboards become questions answered out loud, folded into the Customer Agent.
Self-serve onboarding. Going live in under two weeks for the most common use cases, with the same audit and privacy guarantees.
Contact search. Extending the agent from documentation to CRM data, so it can be trained on your contacts.

Later

Industry-specific models. Foundation models with deep knowledge of finance, HR and payroll, pension and insurance, and healthcare, instead of generic AI.
Multimodality with experiences. The agent uses the context of its surrounding interface as input, to give better answers.

Browse the changelog by year

Every update we ship, in full, organized by year.

2026 - AI maturity tracks, lifecycle personas, agentic content library, customer memory
2025 - a new editor and component UI, conversation tags, image support, smart actions
2024 - AI actions, the team assistant, live chat handover, the search and contact tabs
2023 - the first changelog, source ingestion, response flagging, early integrations

Frequently asked questions

What is on the Unless roadmap?

We are investing in generative UI, richer multimodal input and output, industry-specific foundation models, and CRM contact search. The roadmap follows the loop: every quarter, Train, Test, Deploy, and Analyze each get sharper.

What does generative UI mean for Unless?

It means a product that adapts to the customer instead of forcing them through a menu. Forms become guided conversations, and complex regulated journeys feel as easy as asking a colleague.

How is deployment getting easier over time?

Through templates, no-code procedure authoring, richer connectors, and self-serve onboarding. Today the first agent goes live in about four weeks through a guided pilot on Fixed, and the next milestone is under two weeks of self-serve on Flex.

How does regulation shape the roadmap?

Regulation is a feature input, not an afterthought. The constellation of EU-hosted models lets us swap providers fast if rules change, and the Privacy Vault means new obligations land as configuration. EU AI Act enforcement intensifies in Q3 2026, which shapes our Test and Analyze investments this year.

What's new