Product Release / July 10, 2026

Sell more, support smarter, and get conversational insight with latest updates

This release introduces major upgrades across Samaritan Chat and Menura AI, including a smarter shopping assistant, custom AI agents, smoother human handoffs, automated conversation review, live operations tools, and an enhanced analytics suite that gives retailers deeper visibility into shopper intent and revenue impact.

Menura AI Samaritan Chatbot
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01 / What's New

This release upgrades every layer of conversational commerce

Smarter shopping assistant

Improved product search, comparison, relaxation logic, and journey tips. The assistant is more human like with chattier personality and quick-answer prompts.

Enhanced layouts & customizations

New listing themes, carousel layouts, custom colors, wording controls, avatars, and storefront-matched design.

Agentic productivity boost

Custom LLM agents, automatic routing, AI summaries, human-attention hub, and live operations controls.

Sentiment reporting

AI Reviewer tags sentiment, buyer intent, lost-sale reasons, demand signals, and chatbot QA outcomes.

Analytics suite

Eight connected dashboards covering executive KPIs, AI performance, agent performance, handoff, intent, website behavior, conversation-level detail, and live chat operations.
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02 / Smarter Shopping Assistant ENHANCED

An AI shopping assistant that asks better questions

Menura AI is more conversational during product search, narrowing choices the way a strong sales associate would.

  • Chattier, inquisitive product search with targeted follow-ups.
  • Product comparison for similar options.
  • Product relaxation logic when exact matches are unavailable.
  • Journey tips and quick-answer prompts helps customer progress towards checkout.
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03 / New Layout and customization NEW

Product recommendations that are ready to shop

Present product suggestions in a visual carousel layout that feels closer to browsing a storefront than reading a chatbot reply.

  • Show recommended products directly inside the chat with image, name, price, availability, and CTA.
  • Help shoppers compare options quickly without leaving the conversation.
  • Turn AI recommendations into immediate shopping actions, from product discovery to add-to-cart.
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04 / New Layout and customization NEW

Make the conversational commerce experience feel fully on-brand

Samaritan/Menura AI now gives brands more control over how the chat looks, speaks, and fits into the customer journey.

Customization of Avatar styling

Custom colors, avatar, and wording

Match prompts, thinking messages, product-selection copy, chat avatar, and CSS styling to the brand tone and storefront design.

Transcript and email sharing

Easy transcript and email sharing

Teams can share conversation transcripts via emails, making it easier to revisit product suggestions, support answers, or handoff context.

Auto-open toggle

Auto-open toggle

Decide when, how, and where the chat opens to engage visitors automatically.

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05 / PRODUCTIVITY - AI Orchestration NEW

Specialist AI agents for the way your business works

Teams can now create custom LLM agents with dedicated instructions and route conversations to the right specialist automatically.

Product specialist agent

Expert on specific product lines, categories, or brands to guide comparisons and boost shopper confidence.

Fit / Sizing agent

Handles Sizing, specs, compatibility and shopper preference questions.

VIP agent

Dedicated instructions for premium customers and high-intent shoppers.

Return agent

Takes care of returns, warranty, delivery issues, and order questions.

Escalation agent

Detect when a person is needed and prepare the handoff context.

Your custom agent

Build your own agent with custom instructions, tone, and knowledge base.

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06 / PRODUCTIVITY - Attention Hub NEW

AI handles more, and humans step in faster when it matters

Workflows for identifying conversations that require a human, preparing the handoff, flagging for Human Attention Hub, and measuring the outcome.

  • Human-attention hub gathers AI-flagged conversations needing a real person.
  • AI summaries help agents understand long threads in seconds.
  • Handoff logic distinguishes AI-forwarded, user-requested and human-engaged conversations.
  • Auto-close and force-logout controls keep queues and sessions clean.
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07 / PRODUCTIVITY - Operational Controls NEW

Run the conversation floor with more control and compliance

The release adds operational tools for busy teams managing live chat, agent assignments, queues, reviews, and customer privacy.

Message center

Cleaner review workflows

Auto-refresh controls, clearer queues, and faster ways to find the conversations that matter.

Filtering

Tag & date range

Filter by tag and date range to locate specific conversations in seconds.

Queue control

Force logout & auto-close

Auto-close unassigned and lobby chats and force-logout agents to keep sessions and queues clean.

Privacy & GDPR

Protect customer data

GDPR and privacy functionality supports better data protection and compliance.

Reliability

Day-to-day fixes

Improved invite-agent behavior and transcript printing for smoother operations.

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08 / Sentiment Tracking - AI Reviewer NEW

Turn transcripts into structured business intelligence and customer sentiments

AI Reviewer automatically analyzes conversations and applies business-defined tags, turning unstructured chat history into actionable insight.

Customer Sentiment

Identify unhappy or at-risk customers.

Buyer Intent

Detect ready-to-buy, high-value and lead-quality signals.

Upsell / Cross-sell Signals

Surface complementary products, upgrades, and add-ons.

Demand Insight

Identify products, brands, categories and topics that keep surfacing.

Purchase Blockers

Note friction for lost sales including price, inventory, delivery, and other trust barriers.

Bot QA

See where the AI assistant resolved the issue and where it fell short.

Conversation History

Conversations analyzed and tags assigned over time.

Custom tag

Tag definitions per store's products, policies and priorities.

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09 / Sentiment Tracking - Survey NEW

Capture feedback at the natural end of the conversation.

Teams can now define a satisfaction question that fires after a configurable inactivity period and capture ratings once a discussion is closed.

  • Increase feedback coverage.
  • Gives teams cleaner satisfaction trends.
  • Connects rating data to agents, AI performance, handoff, tags, and topics.
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10 / Analytics Suite ENHANCED

Eight connected dashboards covering every angle of business insight

Executive Dashboard

High-level view of conversation volume, satisfaction, service quality, and overall performance trends.

AI Performance

AI effectiveness in engaging shoppers, responding to questions, and supporting product discovery.

Agent Performance

Measures human agent response quality, wait times, satisfaction ratings, and percentage served.

Escalation & Handoff

Shows how conversations move from AI to human agents, helping teams improve escalation workflows.

Intent & Tags

Reveals shoppers' buying intent, sentiment, pain points, and recurring conversation themes.

Web & Sales Impact

Connects chat engagement with web behavior, entry points, and purchase-related outcomes.

Conversation Explorer

Every conversation, searchable and exportable to the row.

Chat Stream Analytics

Hour-by-hour load, ratings and a live message wall.
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11 / Analytics - Executive Dashboard NEW

The whole operation in one overview

Leadership can monitor conversation health, AI automation, customer satisfaction, service levels, and escalation trends in one place.

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12 / Analytics - AI Performance NEW

Measure how well AI handles shopper conversations

The AI Performance Dashboard gives teams a clear view of how effectively Menura AI supports shopper conversations, including AI engagement, response speed, product recommendations, containment performance, and which helpers, agents, or entry points perform best.

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13 / Analytics - Agent Performance NEW

Coach human agents with clearer performance data

The Agent Performance Dashboard helps team leads understand human agent activity, including conversations served, missed conversations, wait times, SLA performance, and satisfaction ratings, so they can identify workload issues, coaching opportunities, and areas where human support adds the most value.

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14 / Analytics - Escalation & Handoff NEW

Analyze how conversations move from AI to human agents

The Human Handoff Dashboard shows when and why conversations move from AI to human support, tracking AI-forwarded conversations, user-requested handoffs, wait times, ratings, and outcomes so teams can improve routing logic and get the right conversations to the right people faster.

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15 / Analytics - Intent & Tags NEW

Understand what shoppers really need

The Intent & Tags Dashboard helps teams see what shoppers are asking about most often, which topics show high buying intent, where customers experience friction, and how sentiment changes across different conversation types, so teams can uncover demand signals, purchase blockers, and recurring support issues.

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16 / Analytics - Web & Sales Impact NEW

Connect chat engagement to shopper behavior and sales impact

The Website Behavior & Commercial Impact Dashboard connects chat activity with the shopper journey, showing what pages or products visitors viewed before chatting, which entry points drive engagement, and how chat-assisted sessions relate to purchase rates, conversion uplift, and revenue-impact indicators.

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17 / Analytics - Conversation Explorer NEW

Drill down and quickly search against all conversation data

Teams can now move from high-level analytics into the exact conversations behind the numbers, with searchable details and conversation-level export options.

  • Conversation grain: customer, agent, rating, tags, entry point.
  • First & last customer message, plus AI recap.
  • Last page & product viewed before the chat.
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18 / Analytics - Chat Analytics NEW

Volume, ratings & load by hour and agent

Get a live view of chat activity, including volume, ratings, and load by hour and agent, so teams can identify peak periods, staffing needs, and performance trends.

  • Chats served vs missed, with wait-time and SLA trends.
  • Star-rating distribution & satisfaction over time.
  • Messages per chat, by day-of-week and hour-of-day.
  • Peak-hour staffing signals for smarter scheduling.
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19 / Analytics - Live Chat Stream NEW

Watch every conversation, as it happens

A real-time wall of AI and customer messages across the whole operation — the pulse of your support floor, updating live.

  • AI replies and customer messages streamed the instant they're sent.
  • Search by email or mobile to follow any thread live.
  • See the AI summarize, recommend and hand off in real time.
  • The qualitative companion to the quantitative dashboards
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20 / Value for all stakeholders

One platform. Clearer value and wins for every team

Samaritan/Menura AI helps every team turn customer conversations into action — improving the shopper experience, strengthening support operations, and driving more sales.

Retail leaders

Track purchase impact, AI containment, missed conversations, and satisfaction, so you can prove performance, prioritize investment, and show the business value of conversational commerce.

AI / Product teams

Tune AI responses, improve escalation logic, and identify experience gaps, so the assistant becomes more accurate, useful, and aligned with how shoppers actually buy.

Support & Ops teams

Manage agent performance, SLAs, staffing peaks, and handoff quality, so teams can reduce missed conversations, improve service speed, and focus human effort where it matters most.

Marketing & CX teams

Uncover intent trends, sentiment, and pre-chat journeys, so you can spot demand signals, remove purchase blockers, and turn conversations into better campaigns and customer experiences.

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The Bottom Line

Turn conversations into competitive advantage

Ready to activate the new Samaritan/Menura AI capabilities?

Request early access Learn more
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