Minor ML Upgrade
Minor ML Upgrade: Improvements to Bold Text in Responses - Standard Release
We've released the Improvements to Bold Text in Responses model upgrade to Standard customers.
Web chat responses used to over-apply bold — emphasizing IDs, ticket numbers, dates, metrics, and whole phrases of prose. When everything is bold, nothing stands out, and screen readers don't announce bold at all, so emphasis was lost for users relying on them. We replaced the permissive bolding behavior with a strict allowlist that treats bold as a structural signpost (headings and short run-in labels) rather than an emphasis tool. In a 250-sample side-by-side evaluation on real production traffic, this reduced inappropriate bold by ~88% (from 5.15 to 0.61 spans per response) with zero regressions. The result is cleaner, more scannable, and more accessible responses in web chat.
Read more about the release here.
Learn more about our model upgrade program here.
Web chat responses used to over-apply bold — emphasizing IDs, ticket numbers, dates, metrics, and whole phrases of prose. When everything is bold, nothing stands out, and screen readers don't announce bold at all, so emphasis was lost for users relying on them. We replaced the permissive bolding behavior with a strict allowlist that treats bold as a structural signpost (headings and short run-in labels) rather than an emphasis tool. In a 250-sample side-by-side evaluation on real production traffic, this reduced inappropriate bold by ~88% (from 5.15 to 0.61 spans per response) with zero regressions. The result is cleaner, more scannable, and more accessible responses in web chat.
Read more about the release here.
Learn more about our model upgrade program here.