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Week of June 5th

New Updates include: Generative Insights, Agent Workspace updates, Chat Product Streamlining

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.

Generative Insights

Features

Generative insights UI panel

In our ongoing efforts to enhance the user experience of Generative Insights, we have implemented minor updates to the UI panel. These changes aim to streamline the discovery process and provide users with more intuitive navigation.

Changes:

Question History:
- The user’s question history will remain available on the Gen Insights UI and will not be reset at 12 AM EST.
- This feature allows users to track their previous questions and review corresponding responses.

Question Management:
- Users now have the ability to manage their question history directly within the UI panel.
- They can select a question from the list and choose the delete option to remove it from their history.

Impact:

These updates aim to empower users with better visibility and control over their question history within Generative Insights. By enabling users to review past interactions and manage their question lists, we aim to enhance the overall usability and efficiency of the platform.

Enhancements

User Question limitation

Effective immediately, there is a revision to the question limitation policy for users. Previously, users were restricted to 20 questions per day, reset at 12 am EST. To better accommodate varying usage patterns, we have updated the question cap mechanism.

  • The question cap is now set to 20 questions within a 3-hour timeframe.
  • This 3-hour period begins upon the submission of the user's first question and automatically resets after the duration passes.
  • Due to the dynamic nature of the 3-hour time frame for each user, the display of remaining questions and time left until the question reset has been removed.
  • If a user exceeds this limit within the designated timeframe, they will receive an error message notifying them of the restriction.

Generative Insights

Features

Generative Insights Enablement via Management Console

Overview:

LivePerson offers a free trial period for Generative Insights, allowing users to explore and evaluate the product before making a purchase. To streamline this process, we've introduced a dedicated enablement page on the Management Console.

Changes:

  • Introduced the 'Generative Insights Enablement' page on the Management Console.
  • Users can now accept the Free Trial Consent on the Generative Insights enablement page, granting access to the GI feature for a duration of 30 days.
  • Following the expiration of the 30-day trial period, the feature will be automatically disabled. To proceed with the purchase, brands are encouraged to contact the LP account team.
  • Upon purchase, the status 'Active' will be displayed on the Generative Insights Enablement page in the Management Console.

Please note, Brands must ensure the acceptance and activation of the following Generative Insights prerequisites: 

  • Acceptance of the LLM terms.
  • Activation of Intent Analyzer.

Agent Workspace

Enhancements

 Transfer & Event Audit Trail - Agent Workspace 

The 'Transfer & Event Audit Trail' feature has been improved to better support agent identification and conversation tracking. These enhancements ensure more precise and more comprehensive audit trails.

Key Enhancements:

  • Full Agent Names Displayed: The audit trail now includes agents' first and last names, facilitating accurate identification.
  • Closure Events Detailed: The audit trail now specifies whether a conversation was closed by an agent, consumer, or system.


Agent Workspace

Enhancements

Infinite Scroll for Conversation History - Agent Workspace

The new infinite scroll feature allows agents to load older messages seamlessly while navigating conversations, improving efficiency and user experience. Infinite scrolling eliminates the need for manual clicks to load additional messages, streamlining the workflow for agents and enhancing overall productivity.

Key Enhancements:

  • Less Clicks and Automatic Message Retrieval: Messages load automatically as agents reach the end of the current view.
  • Smooth Transition: Ensures a continuous and uninterrupted scroll experience.
  • Loading Indicator: Displays a loading indicator during message retrieval.
  • Performance Optimization: Optimized for system efficiency and responsiveness.