Changes into the AI algorithm

Hi,

I wanted to check if any changes have been made to the AI algorithm, specifically in how it assesses Empathy and Closing.

We evaluate two different teams in Zendesk QA, and since January 9th, we've noticed a significant shift in AI scores for these categories in both teams. There haven't been any major changes on our end, so I was wondering if there might have been an update to the algorithm that could explain this?

Regards,

Rose