What's new August

LivePerson’s top features that were launched in August

August Updates

We're excited to share the new releases that arrived this August!

Conversation Builder: Enhanced Routing AI with GPT-4o
We’re thrilled to announce the latest update to our Routing AI agent, now powered by GPT-4o for improved performance and cost efficiency. Starting with Release 2024_4.0, we’ve transitioned to GPT-4o, which offers faster response times and better overall performance.

North America Accounts: From September 6, 2024, all new Guided Routing interactions will default to GPT-4o. If you want to upgrade existing interactions, simply delete and re-add them. EMEA & APAC Accounts: GPT-4o is not yet available. Continue using GPT-4.0 for now.

To check which model you're using, visit the Prompt Library.

Webhook: Signaled Events

Our new Signaled Events feature makes real-time metadata transfers between your brand's webpage, unified windows, and third-party bots easier. Bots can now listen for and act on signals from your site, improving dynamic user interactions. For more information, check out the Release Notes here.

Data Transporter: Predefined Content Reports

The Data Transporter tool has been updated with a new feature. Predefined Content (PDC) data has been successfully integrated into the reporting system, enhancing the "Messaging Interactions - Messages" report and introducing a new "Predefined Content Messages Summary" report. Click here for details.

Manager Workspace Updates

We’ve added new filtering options to the Agents widget for more refined tracking. Alongside the existing filters for time, skills, and agent groups, we now have additional filters that enhance the functionality and usability of the widget. New Filters include: State, State Duration, Online Rate, Assigned Conversations, CSAT, and more.Track your agents’ activities in greater detail and optimize your team's performance. For more information, click here.

WhatsApp Business Connector

We’ve revamped the WhatsApp channel setup to align with other messaging setups, like Apple Messaging for Business and SMS. Now, skill routing configuration is ready out of the box when you add new numbers.

Apple Messages for Business (AMB) Enhancements

Rich links are now supported by default on AMB. Instead of basic hyperlinks, users will see rich content cards, making interactions more engaging. Check out the Release Notes for more information.

Mobile SDK: Picture-in-Picture for Voice & Video

Our Mobile SDK now supports Picture-in-Picture for voice and video calls. Users can engage in calls while messaging, ensuring uninterrupted multitasking. Available on Android N (API 24) and above.

Facebook & Instagram Connectors

We now support seamless handover of conversations between third-party platforms (like Amazon Lex) and LivePerson agents on both Facebook and Instagram, improving the flow between bots and human agents.

Android In-App SDK

A separator line now distinguishes conversations that have been auto-closed, making them easy to identify.

iOS In-App SDK: Dictation Capability

We’ve added dictation functionality to the iOS In-App SDK, allowing consumers to dictate their messages into the app. This accessibility feature simplifies the customer experience. For enablement instructions, follow these links: iOS - link & Android - link

Copilot Rewrite

We've added the self-service configuration capabilities for Rewrite within the Management Console. Brands can now define multiple Rewrite prompts within an account, allowing for tailored prompts across different skills instead of relying on a single prompt for all. This update also includes enhanced prompt customization, enabling brands to adjust prompts to meet their unique needs. The configuration is integrated with the Prompt Library, making it easy to add or edit Rewrite prompts seamlessly. Check out the release notes here.

Event & Transfer Audit Trail 

We’re excited to introduce the Self-Service Conversation Event & Transfer Activation update, giving brands full control over conversation events and transfer audits within the Management Console. This update offers the flexibility to activate or deactivate the Conversation Events in Transcripts feature as needed, ensuring it aligns with your workflow. Easily toggle settings to display or hide audit events in transcripts based on your preferences. For more details, refer the Conversation Events and Transfer Audit in transcripts.

All this and more! Check out weekly Release notes for latest updates to our Conversational Cloud Platform.