Q1 2023 in Review

Check out all the updates launched in Q1 2023 to LivePerson's Conversational Cloud. 

Large Language Models (LLM) and other generative technology tools have made significant advancements recently. While some businesses are hastily adopting these tools, LivePerson has a unique advantage to lead the way. With its enterprise scale and a vast transcript dataset to train AI, the Conversational Cloud® provides a strong foundation to give any industry an edge.
In Q1 of 2023 we introduced a multitude of new features that will revolutionize your customer support management and pave the way to take advantage of generative AI. These updates are designed to enhance the agent and supervisor experience, enabling you to achieve sustained growth and success.

Updates to Agent & supervisor experience include:

Revamping the navigation bar to simplify the user experience. With a new design system and AI-focused navigation, agents and supervisors and all users will have a more intuitive experience. And the user menu has been moved to the top right corner for added convenience.

To enhance the security of your consumer information, we have implemented Masked CC Info in our PCI Forms. This feature ensures that the credit card number entered in the form will either be concealed with a mask or changed to the color "gray," blending it with the form's background. As a result, your consumer data will be protected from unauthorized access. For more information on secure forms, click here.

We have added Overdue and On-going status filters in addition to the existing "Open" and "Closed" filters for All conversations. This enables you to distinguish between conversations that are being managed effectively and those that need more attention.

Real Time MCS Tracking for Agents update provides your agents with Meaningful Conversation Scores and customer sentiment levels during ongoing conversations. This will allow agents to adapt their behavior in real-time based on the customer’s satisfaction level.  

We have also enhanced the Agent Status Timer which now has new status indicators for your agents to track and manage their time spent in a particular status and increased number of away statuses from 10 to 50 to better track agent away reasons in order to make workforce management easier. For more information on Agent Workspace, click here.

Updates to Communication Channels: 

Google Business Messages 

Introducing our latest Google Business Messages feature: Self-Service! This feature empowers you to onboard your own connectors without relying on LivePerson support. With this tool, you can quickly onboard a brand connector within just 1-2 days, as opposed to waiting for 2-3 weeks. The self-service interface is user-friendly and easy to navigate.

Moreover, our Google Markdowns feature allows you to now bold or italicize text, add hyperlinks, and insert line breaks in your Google Rich Content Channel (GBM/RCS). This feature adds a visually appealing touch to your messages, making them more engaging for your customers.

Web Messaging Dynamic Personalization allows you to create personalized and dynamic engagement text and welcome messages that leverage your Adobe Campaign segmentation data. With this feature, you can deliver dynamic, personalized invitations and first messages that include customer-specific information. 

Google Business Messages (GBM) allows you to disable file sharing, thereby not allowing customers to send you files over non-secure channels and ensuring sensitive information is protected. Using this feature, you can have peace of mind knowing that your customers' information is safe and secure.

WhatsApp 

WhatsApp Conversational Commerce helps you personalize your product offering but also helps you bring it to customers where they are, rather than forcing them to come to you.  Now you can showcase products and guide consumers to a subset of items most relevant to their requests, leading to increased conversion rates. 

Another WhatsApp feature enhancement available this quarter is the WhatsApp customer reply to a specific agent message. This feature allows the agent to specifically see which message customers are responding to, increasing agent efficiency by helping the agent avoid asking the customer additional questions. For more information on the WhatsApp Connector, click here.

OTHER UPDATES:

•  In App: Mobile SDK Support for Multiple Identity Providers configures multiple consumer identity providers, known as Authentication Server. SDKs now support consumer authentication based upon different brand identities information provided by the host application. 
• Business Forms for Apple Messages supports complex data collection that keeps consumers engaged within the iMessages window for use cases like triaging flows, account creation, service signup, and more -  all without sending consumers out of the channel to a web experience. With Business Forms for Apple Messages, you can also receive video files from consumers now. 
• Video sharing for Apple Messages - Consumers can record a video or select an existing video and share it with a brand. Agents can download the video from the Agent Workspace or watch the video right inside the transcript. This helps customers have an almost in-person interaction with agents that feels personal. 

Open Platform: Improved visibility

Filter by error description on the bot error page for 3rd party bots. This feature gives you better visibility into critical and non-critical issues, enabling you to identify the root cause of the problem and troubleshoot it more efficiently. And that's not all! We've also introduced a more informative message for third-party bot connections. If the connection fails, you can now see why it failed, allowing you to remedy the issue more effectively. With these updates, you'll have greater control and visibility, making it easier for your team to optimize processes and provide the best possible service.

Our latest update now enables you to filter errors by their descriptions on the bot error page for third-party bots. By using this feature, you can easily distinguish between critical and non-critical issues, and identify the root cause of the problem more efficiently. We've also introduced a more informative message for third-party bot connections. This means that if the connection fails, you'll now be able to see the reason behind the failure, making it easier for you to fix the issue.