What's New Q1 2024

LivePerson’s top features that were launched in Q1 2024

Enhanced Navigation 

After evaluating the challenges our users face, LivePerson has simplified the navigation architecture to provide an easier user experience. 

This release includes the following enhancements:

• Streamlining Access to Frequently Used Applications:
• Reducing the number of clicks required to access commonly used applications.
• Mitigating Accidental Hovering in the Navbar:
•  Preventing unintended menu expansion caused by accidental hovering.

Several changes have been implemented. Frequently used applications, such as the Agent Workspace and Manager Workspace, are now pinned above all sections for easy access, although they will no longer be available through their original category (Engage). All categories and pinned applications are labeled, eliminating the need for users to remember symbols. The menu now expands only when a category is clicked or the hamburger icon is selected, and the navbar categories have been restructured to Engage, Automate, Optimize, and Manage. These modifications aim to streamline navigation and improve overall usability.

For more information click here.

Copilot Assist

LivePerson now supports various knowledge bases as recommendation sources.

Integrating a KMS or CMS

If your KMS or CMS has a public API for retrieving knowledge articles, you can integrate it with KnowledgeAI using LivePerson’s Integration Hub (iHub) application. iHub embeds Workato, a leading third-party enterprise automation platform, inside Conversational Cloud. What’s so special about Workato? Power. Flexibility. And a no-code/low-code approach to integration and automation.

In iHub, you can create a Workato recipe to sync the content in your external KMS/CMS into KnowledgeAI. Sync the content using a trigger, such as an automated schedule, or sync it on demand whenever you require it.

Conversation Builder

Configuring Auto Removal of a Bot

Conversation Builder introduces a system pattern to silently remove the bot from the ongoing conversation, ensuring seamless transitions.

If you’re recommending bots to your agents, so the agents can delegate conversations to them, it can be a challenge for an agent to know when the bot has finished its work. The agent must check back repeatedly on the bot’s progress.

LivePerson Conversation Builder solves this issue for Conversation Assist by providing a system pattern (LP_REMOVEBOT) that automatically and silently removes the bot from the conversation.

When you use this system pattern, the bot is removed, but the conversation itself remains unaffected, i.e., it remains open. Before leaving the conversation, the bot should notify the agent via a private message that it has finished its work and is exiting the conversation, so the agent can re engage the consumer appropriately. 

Delegate conversations to bots more effectively

In the On-Demand Recommendations widget, the Most used by all and Most used by me areas offer, as expected, the answers and bots that are most used. LivePerson have enhanced the experience when delegating a conversation to one of these listed bots. Now, the agent can specify the message to use to trigger the right business flow in the bot.

Debugging Generative AI 

Debugging Generative AI solutions just got easier with Conversation Builder's debugging tools

As you build and tune a bot that automates answers that are enriched via Generative AI, you need more info on the prompt that gets sent to the LLM service. What was the complete prompt, including conversational context and bot variables? This type of info is important to know when you’re debugging responses from the LLM. LivePerson has met this need by revealing much more info in Conversation Builder’s debugging tools.

• Use the Bot Logs panel: Use this during development. It’s helpful for checking the data received from API calls, conditioning, and other data that can be helpful during the debug process.
• Log custom events: Incorporate the logging of custom events into the bot design to capture data that will be helpful for future fixes. We recommend you log custom events for all errors, for example, those encountered in integrations, agent transfers, custom logic, and data validation. You might also log the statuses of API calls, the data in API payloads, and more.
• Use the Conversation Tester: Use this after the bot is deployed to test the end-to-end flow.

For more information on Bot logs and conversation Tester click here.

Agent Workspace

Agent Workspace Updates including Conversation Timer - Self Service 

The Self-Service Conversation Timer empowers brands to take control of their conversation management by enabling or disabling conversation timers. There are timers displaying the time since the last message, total conversation time, and duration since assignment to the agent. Enjoy the flexibility to activate or deactivate conversation timers based on your specific needs. Change settings easily to match how you like to work. You can also choose if you want to see conversation timers in your list of conversations.

For more information, click here.

Self-Service Favorite PDC 

Agents can now designate specific PDC as 'Favorites' and create a personalized category for commonly used content. Allowing for quick and easy access and significantly enhancing overall efficiency. Agents can also create a personalized category for commonly used content, allowing for quick and easy access. This significantly reduces the time spent searching for the right PDC. To further empower brands and provide flexibility in managing this feature, we have added a self-service activation option. Now, brands can enable or disable the 'Favorite Predefined Content' feature at their convenience.

Click here to find out more about Favorite Predefined Content

Voicebots

Playback Call Recordings in Report Center

Voice call recordings are now available in the Report Center. Simply view the detailed Conversations and if the call recording is available, the player will be shown to be able to hear the call details. 

Enable all your Voice settings in one central place

Need to configure voice specific settings such as call redaction and recording, phone numbers or earcons/audio cues, default voice or SIP trunk for your account? You can now manage these settings via the Channel setup in the left navigation in Conversational Cloud.

For more information, click here.