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Olark

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Velocity0.0

Olark rebuilds around v2 — new layout, AI Assistants surface, in-product bot evaluation.

customer supportai assistantsui rebuildknowledge ingestionaccessibility
◆Current state
Olark is mid-rollout of v2, a full interface rebuild that landed in mid-2025. The AI Assistants area is now structured around Knowledge / Persona / Evaluation tabs, with bot review and feedback (thumbs up/down on individual answers) happening directly in-product. Knowledge ingestion has expanded to JSON and ZIP files plus much larger website crawls. Smaller v2 quality-of-life touches keep landing — collapsed agent menus, static offline messages, Group ID exposure for API users.
◆Where it's heading
The product is being rebuilt around AI-assisted chat support, not bolted on. The Evaluation tab in particular signals a closed-loop training direction — agents tune the bot from real conversations rather than configuring it abstractly. v2 is also shedding classic settings page by page; expect that migration to keep producing visible incremental wins.
◆Prediction
Next moves likely deepen the bot evaluation loop — automatic quality scoring, suggested knowledge updates from low-rated answers — and continue retiring classic surfaces. A pricing/tiering revisit around AI usage is plausible once the v2 migration has run its course.

◆Recent moves

  1. 7mo ago

    Ai Assistant Updates

    AI Assistants settings restructured into Knowledge / Persona / Evaluation tabs, with thumbs-up/down review of bot answers directly inside the product. Tightens the train-test-deploy loop that v2 is being built around.

    View source ↗
  2. 9mo ago

    Chat interface updates

    Bottom-left menus collapsed to a horizontal icon row to free space for the agent list on smaller screens. UI polish, not a directional move.

    View source ↗
  3. 10mo ago

    Ai Knowledge upload improvements

    Bot knowledge ingestion now accepts JSON and ZIP files and supports larger website crawls via a new indexing method. Expands what teams can feed an Olark bot without preprocessing.

    View source ↗
  4. 10mo ago

    V2 Offline and Groups setting updates

    Static offline messages and exposed Group IDs add small but real configurability to the v2 chat widget — particularly useful for API users locking visitors to specific groups.

    View source ↗
  5. 10mo ago

    Big Updates: A New Layout!

    ⚡ SPARK

    Olark v2 layout begins broad rollout with vertical primary nav, new Home reporting, and a dedicated AI Assistants section. The anchor release that everything since has built on top of.

    View source ↗
  6. 1y ago

    Fix implemented for disappearing contacts

    Hotfix restoring contacts that were prematurely removed from the inbox after a prior speed change. Reliability cleanup, not direction.

    View source ↗