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Week of April 24th

New Updates include: Conversation Assist Enhancements

Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication. Please contact your LivePerson account team for the exact dates on which you will have access to the features.

The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

Conversation Assist

Features

Setup is now rule-based and offers more flexibility

Previously, many Conversation Assist settings were account-level, and this limited your options regarding which recommendations were offered and to whom.

We’ve changed this by redesigning the Conversation Assist “setup experience.” It’s now rule-based, which is much more intuitive and flexible:

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Example of a knowledge base rule

Recommendations are still skill-based, so every rule must specify at least one skill. But every rule can have one or more “add-ons.” Essentially, the add-on completes the rule’s definition. And here’s where things get very flexible: Within an add-on, you can specify:

  • The agent groups and/or profiles to which to offer recommendations
  • The recommendation sources (knowledge bases or bots) to use
  • The minimum confidence threshold to use
  • Knowledge bases: The number of articles to retrieve from each knowledge base
  • Answers enriched via Generative AI: Whether this is turned on and the prompt(s) to use
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Again, these options are all per add-on.

Important notes

  • Rules affect 1) recommendations offered inline in conversations and 2) recommendations offered via the On-Demand Recommendations widget.
  • The order of a rule’s add-ons matters: At runtime, add-ons are evaluated in order, and the first one that’s matched is executed.

When we release this change, we will migrate your configuration to the new rule-based design. Please verify that the rules are configured as you expect.

Our recommendation engine just got smarter

When a consumer is messaging with an agent, sometimes those messages aren’t intentful. Sometimes they’re just messages that offer information, for example:

  • My name is Jane Doe.
  • My account number is abc1234567.
  • I bought the item last month, and the order number is GA2342345.
  • My address is 123 4th Avenue, Apt. 2A, New York, New York 10010.

The system can now identify when a consumer message only offers information. Now, when a message is classified as such, recommended answers are no longer offered.

Important notes

  • This change only affects recommended answers. It doesn’t affect recommended bots. A bot is still recommended if the agent picks up a conversation that’s assigned to the relevant skill (i.e., that same skill is used in a rule for the knowledge base in Conversation Assist).
  • This change affects both 1) recommended answers offered in-line in conversations with consumers and 2) those offered in the On-Demand Recommendations widget.
  • Recommended answers are still offered in response to small talk from the consumer (hi there, how are you, etc.)
  • A consumer message might offer information and contain an intent, such as, “My account number is abc1234567. Can you tell me my balance?” In these cases, recommended answers are still offered.