What's new Q2 2024

LivePerson’s top features that were launched in Q2 2024

Spark Updates

We’re excited to share with you the product capabilities that were launched in May’s Spark Event centered around connecting customer conversations across channels and systems. LivePerson focused on two main solutions: Voice to Digital  and Conversation Orchestration. To watch the Spark launch event on demand, click here.

Voice to Digital

Our Voice to Digital solution unifies voice and messaging conversations on a unified digital platform, creating connected experiences for both customers and agents. This best-of-breed approach to CCaaS  offers enterprises a more modern, less disruptive approach to digital contact center transformation.

Key product capabilities include:

• Conversation Shifting: Voice to Messaging, or conversation shifting from the voice channel to messaging, is a powerful way for brands to amplify their digital transformation using LivePerson’s powerful voice solutions to deflect voice conversations into digital channels with ease — while reducing operational costs and improving customer experiences. 
• Voice to Messaging Dashboard: Easily measure the impact of your voice-to-digital transformation with our new Omnichannel Dashboard in Analytics Studio.
• Voice Capture: Bring your voice data into your conversation intelligence suite with our advanced "Voice Capture" capability.
• Voice AI: Automate your conversations safely and efficiently with our enhanced generative AI.
• Unified Agent Workspace: Seamlessly integrate your existing voice solution with modern digital channels, creating an automated and agent-first omnichannel experience through top-tier integrations. 

Conversation Orchestration

Our Conversation Orchestration solution enables personalized experiences throughout the customer journey by intelligently managing conversations with AI, human agents, and data.

Key Capabilities:

• Bring Your Own LLM: Connect any large language model (LLM) to the Conversational Cloud to enhance our applications. We support major LLM vendors like OpenAI, Google, Meta, and Cohere with seamless integrations for quick and easy setup. For more information, click here.
• Routing AI Agent: This new Generative AI agent in Conversation Builder routes customers to the right resource by dynamically understanding intents and adapting responses in real time. Say goodbye to misrouted queries and improve issue resolution and agent productivity. Check out Release Notes here.
• KnowledgeAI Agent: Integrate any knowledge source into generative AI for quick answers and clear expectations. Connect to CRM and CMS platforms like Zendesk and Salesforce, or use APIs to link to any system, web link, or internal document. For more information, click here.

In addition to the capabilities we launched at Spark, we've made several enhancements to our existing features in the Conversational Cloud. Here are some of the major Q2 updates.

Conversational Cloud’s Prompt Library major enhancements

LivePerson’s Generative AI capabilities now offer increased transparency and control through enhanced prompt creation, variable support, and management tools, empowering users with a redesigned UI and expanded customization options within Conversational Cloud’s Prompt Library. Specifically, brands can:

Define their brand voice in natural language

• Include Bot Variables for dynamic prompt customization
• View an audit trail for prompt changes
• Configure advanced settings for specific Model configuration and BYO LLM support
  
  For more information and to see what's coming in Q3, click here.

Copilot Assist’s new rule-based setup/configuration

We’ve transformed the Copilot Assist "setup experience" from account-level settings to a rule-based system, offering users enhanced intuitiveness and flexibility and expanding options for recommendations and their recipients.

Copilot Rewrite Visual Indicator

To signify when an agent has used the Copilot Rewrite feature for a message, we’ve added a new visual indicator to the transcripts. This indicator is available for ongoing and past conversations and helps to identify which messages have been rewritten by agents. There are two versions of the visual indicator icon: one for rewrites without any edits, indicating the agent sent the message as rewritten, and one for rewrites with edits, indicating the agent made changes to the text before sending it.

KnowledgeAI new Health Assessment tool 

A robust knowledge base is essential in Conversational AI to ensure high-quality responses by delivering relevant, reliable information. Managing extensive knowledge bases can be challenging, but the KnowledgeAI Health Assessment tool, which utilizes advanced algorithms and LLM capabilities, offers quantitative and qualitative insights to optimize articles by identifying redundant information. For more information, click here.

Secure Forms for Messaging

Introducing Secure Forms Studio V3. Accessible directly from the CCUI navigation bar, Secure Forms Studio V3 is a self-service application that streamlines your workflow. If you are currently on V2, we suggest updating to V3 for best user experience. Check out this quick video in the Secure Forms Overview article to learn more about Secure Forms.

Salesforce Widget for Agent Workspace

Chat transcripts can now be automatically synced and summarized into Salesforce at the end of a conversation. To enable the widget, direct agents to go through the Salesforce widget onboarding experience in iHub. Copilot Summary now available with the Salesforce Connector

With Copilot Summary enabled, the Salesforce Connector now supports summarization, providing agents with conversation context, summaries during transfers, conversation closure, and deflection from Voice to Messaging and includes previous conversation history.

Private message support with the Salesforce Connector

We are excited to introduce the ability to send private messages to agents who belong to the same group or for managers to guide agents during active conversations. Private message allows messaging users to send private messages to all conversation participants, excluding the consumer. This capability will enable managers to guide agents during active conversations. A private message is displayed within the conversation area with a “PRIVATE” badge. 

In addition, new search capabilities have been added to the skill and agent transfers to allow agents to quickly search for the specific agents or skills to expedite the transfer process.

Generative Insights

We've made several enhancements to Generative Insights to improve user experience and functionality. The UI panel has been updated for more intuitive navigation, allowing users to retain their question history and manage it directly within the panel. Additionally, the question cap has been revised to 20 questions within a 3-hour timeframe, dynamically resetting for each user. Lastly, a new Generative Insights Enablement page on the Management Console provides access to a 30-day free trial, with an option to purchase the feature post-trial by contacting the LP account team. For more information, check out this article.

Agent Workspace Updates

We've enhanced the Agent Workspace with two key features. The Transfer & Event Audit Trail now displays agents' full names and specifies whether a conversation was closed by an agent, consumer, or system, improving agent identification and conversation tracking. Additionally, the new infinite scroll feature allows agents to load older messages automatically as they reach the end of the current view, reducing clicks and streamlining workflow. Click here for release notes. 

There is also an update to the auto-close process for messaging conversations in the Agent Workspace. The auto-close frequency has been adjusted to run every 5 minutes. This change ensures faster closure of inactive conversations, more timely management of conversation queues, and reduced wait times for users, enhancing overall efficiency and user experience. The auto-close will now apply to conversations anytime between the configured time and configured time + 5 minutes.

Users & Skills Update

LivePerson now offers a self-service bulk-edit feature for managing users and skills in the Conversational Cloud. This enhancement allows you to add or remove multiple skills for a list of agents in a single operation, streamlining the process and improving efficiency.

Keep an eye on our weekly release notes for more exciting updates and new features. Stay tuned for what's next!