What's new November

LivePerson’s top features that were launched in November

November Updates

Conversation Assist 

We’re excited to share some major improvements to Conversation Assist that will enhance the quality of recommendations and provide more flexibility for your agents.

Control Over Recommendation Placement
You now have more control over where recommendations are shown during conversations. In both knowledge base and bot rules, a new setting allows you to specify whether recommendations appear:

• In conversations and the On-demand widget
• In conversations only
• In the On-demand widget only

Please note, agents will only see "inline" recommendations during conversations if the Inline Recommendations setting is enabled on the Conversation Assist Settings page. We’ve also raised the quality of answer recommendations, especially within knowledge base rules. A new option, "Enhance user’s query using conversation context," allows the system to gather additional context from the conversation and refine the user's query before searching the knowledge base. This improvement helps surface more relevant answers, even when the user’s initial query lacks sufficient context.

Note: This feature only applies to English queries. Non-English queries will not benefit from conversation context enhancements, so it’s best to keep this setting turned off for non-English solutions.

Report Center Updates

The Report Center has received significant upgrades to improve usability and provide better data insights for smarter decision-making.

New Dashboard Control Options: You now have more flexibility in controlling dashboard visibility. Newly created dashboards will be private by default but can be shared with other agents for view-only access. 

Auto-Saved Filters
To streamline your workflow, filters and filter values will now be auto-saved for each dashboard. These settings will be unique to each user and dashboard, allowing for smoother toggling between different reports.

New Bot & Copilot Analytics
New bot performance metrics have been added to the Report Center, along with an updated Copilot Assist template and a rewrite template for tracking performance.

Bug Fixes & UI Enhancements
Several important fixes and improvements have been made, including:

• Updates to NPS/CSAT responses in the transcript viewer
• Enhanced keyword search functionality for quicker results
• New chart formats, including time grouping for hour and day dimensions
• Export updates to include key metrics like bot analytics and customer satisfaction

For more details, please refer to the Release Notes.