LivePerson's Product Roadmap
Welcome to LivePerson's digital product roadmap. Here you can find details about features we have released into the production environment, features we are committed to deliver, and progress on our strategic vision.
Safe Harbor
➡️ The Product Roadmap is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.
🛑 The development, release, and timing of any features or functionality described for LivePerson’s products remains at the sole discretion of LivePerson and are subject to change.
Feature Roadmap
Agent & Supervisor Experience
Agent & Supervisor Experience (31) | (25 Live / 6 Planned)
Auto Close Frequency Update in Agent Workspace - The auto-close process for messaging conversations now runs every 5 minutes, applying to conversations between the "configured time" and "configured time" + 5 minutes, offering enhanced efficiency, improved response times, and a better user experience with reduced wait times.
Automated Conversation Summary - Automated Conversation Summary: Enhancements for out-of-the-box summary prompts.
CoPilot: Summary Enhancements - Copilot summary enhancements for Q3 enhancements include: the capability to test and fine-tune summaries, enhancing accuracy and relevance and new report center reports.
Custom Predefined Content (PDC) for Messaging -Custom Predefined Content (PDC) for Messaging allows you to revolutionize your agent experience with Custom Predefined Content.
Navigation Bar Translation Updates - We are excited to announce that the navigation bar on our conversation cloud has been updated with improved translations for multiple languages. This enhancement ensures a more seamless and user-friendly experience for our global brands.
Read Receipts in Agent Workspace - Agents can view the exact timestamp when a customer reads a message, providing improved clarity in conversation management.
Salesforce Connector Updates - Enhancements including support for custom away states, enhanced logout and search experience, improved performance of NLP parsing for note input and more.
Transfer & Event Audit Trail - Self Serve - The improved 'Transfer & Event Audit Trail' feature displays agents' full names for better identification and details whether conversations were closed by an agent, consumer, or system for comprehensive tracking.
Consumer Non-Responsive - Smart Control with Automatic Messages - Smart Controls for Consumer Non-Responsive Auto Messages, which enhance our automated messaging capabilities by intelligently handling customer interactions. Brands can now configure multiple automatic messages tailored to distinct customer touchpoints, customize their frequency for timely and relevant delivery, and set the number of repetitions for each message.
Agent Nickname in Non-Responsive Auto Messages -Option to personalize non-responsive auto messages by adding the Agent Nickname. Brands can provide a more personalized experience by including an agent’s nickname in automated responses, strengthening customer-agent rapport.
CoPilot: Summary - Self service configuration changes in Management console, Prompt library integration allowing self service prompt customization and support for more than one prompt based on different skills.
LivePerson's Agent App - Agents and Managers can seamlessly track conversations and empower brands like never before - Highlights include a modern design available on iOS and Android, with brands enabling the Agent App for agents via the Management Console accessible through the path: Management Console > Agent App.
AI Assistance for Human Agents - Orchestrate more effective Copilot Assist programs with the ability to tactically deploy KBs and Prompt instructions for specific skills, groups, and profiles.
Omnichannel Workforce Management - Determine your staffing needs with AI powered tools.
Transfer Conversation by Agent - Addition of pagination and search functionalities to the Transfer Conversation tab for our agents. This enhancement reduces the need for scrolling and streamlines access to transfer options.
Unified Agent Workspace for Email - Digitize your email channel within a modern omnichannel agent interface.
Unified Agent Workspace for Voice & Messaging - Digitize your existing voice channel within a modern omnichannel agent interface.
Star or Favorite PDC in the Agent Workspace - Agents can categorize and prioritize commonly used pre-defined content, streamlining their workflow by marking them as favorites or adding a star for easy access and heightened efficiency.
Agent Workspace - Configurable Data Bar and Self-Service Activation - Allows brand administrators to configure the Customer Satisfaction (CSAT) score display in the Agent Workspace. This would give more customization options for a brand to configure the workspace as needed. LivePerson have added a self-service activation option to empower brands further and provide flexibility in managing this feature. Now, brands can the 'Configure Workspace Data Bar' feature at their convenience.
Copilot Summary with the Salesforce Connector - Salesforce Connector now supports Copilot Summary if it is enabled on the account. Agents will be able to see the conversation context and summary upon transfers of conversations, conversation close events and deflection from Voice to Messaging.
Salesforce Widget for Agent Workspace updates - Chat transcripts can now be automatically synced into Salesforce upon the conclusion of the conversation. Additionally, the Salesforce Widget helps save agents time by facilitating Contact/Case creation.
Conversation Timers in Agent Workspace - Enhance the efficiency and effectiveness of your customer support operations with Conversation Timers in the Agent Workspace.
Export Graphs from Queue Summary in Manager Workspace - In the Manager Workspace, users will be able to streamline their workflow by effortlessly exporting graphs directly from the Queue Summary.
File Sharing Expansion Ability - File Sharing Expansion Ability for .txt and .csv.
Image Profanity Filter in Agent Workspace - The latest enhancements to the Profanity Suite which provides our agents with advanced notification capabilities for inappropriate image uploads. Our agents can quickly identify and take action against any images that violate our community standards or guidelines. This feature is an essential addition to our suite of tools that help us maintain a safe and respectful platform for all our users.
Infinite Scroll for Conversation History - Agent Workspace - The new infinite scroll feature enhances efficiency by automatically loading older messages as agents scroll, reducing clicks and providing a smooth, uninterrupted experience with a loading indicator and optimized performance.
Manager Workspace Sort by Columns: Add filter to each column in Manager Workspace - Enhance the Manager Workspace by adding filter and sort options for all columns. In addition, LivePerson are adding the option to filter by "Away" reason.
Queue Cleanup Solution - Enhanced Queue Management: Streamlining User Experience with Automated 'Queue Clear' Functionality.
Queue Position + Queue Wait Time Message - Queue Position and Queue Wait Time Message: Provide informative and reassuring messages to customers waiting in the queue. Keep them engaged and informed about the estimated wait times and available options.
New Navigation Bar - After learning and evaluating the challenges our users face, LivePerson have enhanced the navigation architecture to provide an easier user experience.
Tooltip enhancements - Agent Workspace - Updates to Agent Workspace include reduced tooltip interruptions & enhanced tooltip functionality.
Communication Channels
Communication Channels (16) | (14 Live / 2 Planned)
Concurrent CoBrowse - Allow agents to conduct several concurrent CoBrowse sessions - Introducing Multi-Session CoBrowse, allowing agents to conduct up to three concurrent CoBrowse sessions.
Picture-in-Picture mode for Voice and Video calls - App Messaging - The Mobile SDK will soon support Picture-in-Picture (PiP) mode for voice and video calls.
Send Proactive messages to In-app channel from the Proactive Web Tool UI - Allows bots to send private messages and pass conversation context or any consumer-provided information to agents for them to better support consumers after the conversations are transferred to agents.
Social Actions Permissions Management - This feature will provide brands with granular control over which agents have access to more sensitive Social Messaging functions. - Social Moderation: admins gain precision in user group management, allowing selective access for moderation tasks like deleting, hiding, and unhiding public messages in Meta channels.- X (Twitter) Handle Selection: X (Twitter) Handle Selection: When configuring X (Twitter) accounts connected to your Conversational Cloud account administrators will be able to designate which user profiles will be allowed to respond to public messages from specific X handles.
WhatsApp updates including support for reactions, sign up journeys, customization for appointment booking - WhatsApp Reactions Messages to enhance user engagement and improve the customer experience.
Transcript Downloads for Web Messaging - Provides a one-click option for users to download their web conversation transcript.
Distinct Chat Bubble Colors for Human vs Bots in the Mobile SDK - Easily distinguish between bot messages and human agent messages through distinct chat bubble colors. Multiple branding configurations are available, allowing companies to customize the chat interface to align with their brand identity while providing this visual distinction.
Welcome message for In App should support deep links/URL - This update allows brands to include deep links in the In-App Welcome Message, giving consumers a more interactive and connected experience. With this feature, the In-App SDK also provides a callback when a deep link is clicked, enabling brands to track interactions seamlessly.
Proactive to InApp to support for deep links/URLs - Enhancements to the In-App messaging experience now include support for deep links, allowing brands to send direct URLs within proactive messages to guide users seamlessly to specific app content.
Configure Guided-Only Experience w/ Bot & Engagement Window - Ability to lock down the text input field when a certain Structured Content is presented to the user. The goal of this feature is to guide the user to respond with one of the options from the Structured Content as opposed to allowing free typing responses.
Structured Content Enhancements - LivePerson have enhanced Structured Content to maximize the amount of control brands have over their conversational flows that use structured content.
New Web Window Theme and Mobile Experience - The updated look and feel of the Web Messaging Window will include a cleaner, modernized interface with a taller, thinner design for better visibility. It features modern default color schemes customizable to customer branding and an updated transcript presentation for higher information density, while still supporting existing themes and custom windows.
InApp SDK to Trigger Device OS Dictation Capability - Hybrid approach for consumers with the ability to dictate to the device and have the text written into the messaging typing area.
Updates to Autoclose Behavior on Android OS - A new configuration option for the Android SDK will provide the option to enable or disable a separator line after a conversation has been autoclosed.
Performance Improvements to Web Messaging Engagement Button Load Time - Optimizations to the rendering of our Web Engagement Button that can reduce load times by up to 50%.
Translation support for Cobrowse invitation within WhatsApp - Enhancing customer support on WhatsApp, offering translation support for Cobrowse invitations. Previously limited to English, now agents can customize invitations in the user's preferred language, improving communication and inclusivity.
Conversational AI & Automation
Conversational AI & Automation (9) | (7 Live / 2 Planned)
Conversation Assist: More transparency and control when creating prompts - More transparency and control when creating prompts.
Conversation Assist Enhancements: Offer answer recommendations in voice conversations - Use Conversation Assist to offer answer (article) recommendations to agents in voice conversations.
Conversation Assist Enhancements: On-Demand Recommendations widget - Limit visibility to specific skills - More control and flexibility regarding which of your agents see the On-Demand Recommendations widget.
AI Studio: An advanced bot authoring environment for customizing, testing, and tuning of AI Agents and other gen AI applications - A number of Enhancements to AI Studio (see in card for details). AI Studio is an advanced environment for building, testing, and refining Generative AI models.
Improved Hallucination handling for safer GenAI implementations - Improved Hallucination handling for safer GenAI implementations.
Insights for tuning: new reports on agent feedback - New “agent feedback” reports for both recommended answers and recommended bots. These new reports include info on the thumbs up|down feedback of your agents.
Conversation Assist Enhancements: Setup is rule-based and offers more flexibility - Setup is now rule-based and more flexible. Previously, account-level Conversation Assist settings limited options for recommendations and recipients. Now, with a redesigned setup experience, it's intuitive and flexible. In addition, the system can now detect when a consumer message only provides information. In such cases, recommended answers are no longer recommended.
Enhance Conversation Builder Bot Previewer with Debug logs - Enhance Conversation Builder Bot Previewer with Debug logs.
Enhancements to Safe, Responsible, and Accurate AI - Enhancements to Safe, Responsible, and Accurate AI featuring: Automatically generate KB from Conversational History, Enhanced Knowledge Retrieval Search Algorithm, Support for new content types (e.g. Tables, Images, Rich Content), End to end bot testing and simulation (AI Studio), Hallucination Detection V2.
Conversational Intelligence
Conversational Intelligence (10) | (4 Live / 6 Planned)
Report Center APIs (EA) - New Report Center APIs - These APIs enable brands to export aggregated metrics across various dimensions from the Report Center, providing a comprehensive overview of the brand’s metrics at different levels.
Bot and WFM metrics to Report Center - Bot and WFM metrics on Report Center.
Agent Assist/Co-pilot effectiveness dashboard - Agent Assist & Co-pilot effectiveness dashboard.
Analytics Studio Updates - Analytics Studio is an integrated platform that quickly converts conversations into actionable data. It captures conversations from LivePerson’s Conversational Cloud and transcribes calls using the VoiceBase platform. Updates include: Redesigned dashboard templates for Omnichannel, Messaging, and Voice. New templates for Bot Tuning and Purchases and will be embedded in to the Conversational Cloud.
Engagement Controller Reporting - LivePerson will be enhancing Engagement Controller Reporting.
Report Center Updates - The Report Center represents our vision to streamline the diverse landscape of analytics and reporting across various products into a unified framework within the Conversational Cloud.
UX/UI Refresh - UX/UI refresh and create a streamlined and intuitive Data Transporter application that facilitates efficient data management and seamless integration for users.
Voice to Messaging Dashboard - Voice to Messaging Dashboard as part of the Report Center.
Agent Operations Data - Agent Operations Data.
Azure Ingress - Azure Ingress streamlines conversation data processing and integration (audio files and text messaging) with Microsoft Azure Blob Storage simplifying uploads and facilitating transcript retrieval.
Generative AI
Generative AI (18) | (14 Live / 4 Planned)
Integrate AI Studio with Conversation Builder - Incorporate the GenAI capabilities of AI Studio into Conversation Builder. This is a phased approach (phase 2 will be released in Q1).
Policy Builder - Policy Builder revolutionizes the way that you engage with your consumers. Use it to supervise every conversational interaction with responsiveness, adaptability, precision, and consistency.
CoPilot Rewrite Reporting and Analytics support - Reporting and Analytics support to enable brands to see further ROI.
Routing AI agents - An easy to configure GenAI powered system for quickly guiding customers to the experience they need to resolve their intent.
New and improved LivePerson prompt for answer enrichment via Generative AI - New LivePerson prompt available for use in messaging solutions. The new prompt enhances the accuracy of responses from the LLM by reducing hallucinations. When compared to our previous prompt for answer enrichment, this new prompt performs 3x better!
CoPilot Rewrite - Copilot Rewrite, part of Conversation Copilot, enhances agent communication in the workspace. It interprets and refines messages for clarity and professionalism within the agent workspace, setting the bar for high customer and agent experiences. Enhancements include; supporting a business casual tone in default prompts while preserving links, emojis, etc., enabling multi-language support for Rewrite, and introducing reporting capabilities for brands to track ROI.
Knowledge AI Health Evaluation - Ensure that your KB article content is comprehensive and optimized to create successful, grounded Generative AI rollouts.
Bring Your Own LLM enhancements: UX for self service with usage reporting - Bring Your Own LLM into Conversational Cloud for privacy, customization, compliance, and cost-effectiveness - Enhanced control over data privacy and adherence to compliance - Deploy proprietary LLMs fine-tuned to your organization's data - Manage costs and performance with SLAs on your terms with your LLM provider. UX for self service with usage reporting coming soon.
Prompt Library enhancements - Enhance Prompt Library: Simple prompt engineering that enables brands to optimize and manage their GenAI prompts.
Simplified Bot Deployment - Simplified Bot Deployment streamlines bot creation, reducing setup to a few clicks instead of hours of convoluted setup.
BYO Model for LLM Gateway - Customers can bring their own LLM models for use on the LivePerson platform (available now in Early Access).
Enhancements to CMS Integrations to support auto sync of Knowledge Bases’s with external sources - Since the launch of KnowledgeAI’s external CMS integration, brands would like to integrate it with their existing knowledge articles and have started developing Workato recipes. This enhancement significantly improves the development experience by providing integration capabilities directly in the Source tab of KnowledgeAI.
Generative Insights UI Panel Enhancement - Generative insights UI panel has been updated to ensure that users' question history remains available without resetting at 12 AM EST and allow users to manage and delete questions directly within the interface.
Generative Insights enablement via Management Console - LivePerson offers a free trial period for Generative Insights, allowing users to explore and evaluate the product before making a purchase. To streamline this process, we've introduced a dedicated enablement page on the Management Console.
Generative Insights enhancements - Right to be forgotten API - In compliance with the General Data Protection Regulation (GDPR), LivePerson have developed the Right To Be Forgotten (RTBF) API.
Improved answer recommendations using query classification (Released in APAC) - The improved answer recommendations feature utilizes query classification to categorize consumer inquiries, such as SmallTalk (e.g. "good morning") enabling LivePerson applications to tailor conversation responses based on these classifications. This customization proves valuable, particularly in scenarios where there are no direct matches in knowledge bases, enhancing the intelligence and adaptability of conversation. Rather than consistently routing consumer utterances to find matched articles in KnowledgeAI, even for simple greetings, this feature allows for more precise and efficient response generation.
Prompt Library enhancements to enable prompt transparency and configurability - Enhance Prompt Library and make prompts more transparent and configurable directly in the library interface.
Support advanced prompt configuration for exposing configurations at agent skill level and enabling A/B testing - Support advanced prompt configuration for exposing configurations at agent skill level and enabling A/B testing.
Open Platform
Open Platform (2) | (2 Live / 0 Planned)
API that allows download of hosted files - API to retrieve hosted files; including audio.
Webhook - pass metadata & transfers - Webhook integration for third party bots to provide metadata about the customer and visit. Goal is to eliminate the need for a human agents to mediate conversations.
Security, Compliance, & Cloud
Security, Compliance, & Cloud (5) | (5 Live / 0 Planned)
OIDC SSO - Integrate OIDC (OpenID Connect) SSO with the Conversational Cloud.
Use Logout and Error URLs with Advanced Login SSO: Account Access Control Page - Self-Service Configuration for SSO Redirection - Account Access Control Page - Self-Service Configuration for SSO Redirection.
Integrate Secure Form Studio into Management Console - Integrate Secure Form Studio into Management Console, using the same look and feel and better user experience.
mTLS support for OAuth 2 - LivePerson will be enhancing our services to ensure mTLS support for OAuth 2.
Agent Selectable Responses - Secure Forms - Enhance security by utilizing a secret code alongside passwords for consumer authentication within Secure Forms. Agents will be able to verify identities, inputting two characters within a predefined content field while adhering to brand-defined secure form questions, ensuring a robust and customizable authentication process.
Voice AI
Voice AI (1) | (1 Live / 0 Planned)
Voice Configurations - LivePerson have updated Voice Configurations. Updates include easily changing the bot's voice via UI, customizing audio cues, previewing the bot's sound in Conversation Builder, preventing consumer interruption during responses, and accessing call recordings in the report center for playback.
H1 2025 (Live)
Communication Channels (1) | H1 2025 (Live)
Concurrent CoBrowse - Allow agents to conduct several concurrent CoBrowse sessions - Introducing Multi-Session CoBrowse, allowing agents to conduct up to three concurrent CoBrowse sessions.
H1 2025 (Planned)
Generative AI (1) | H1 2025 (Planned)
Integrate AI Studio with Conversation Builder - Incorporate the GenAI capabilities of AI Studio into Conversation Builder. This is a phased approach (phase 2 will be released in Q1).
H2 2024 (Live)
Agent & Supervisor Experience (11) | H2 2024 (Live)
Auto Close Frequency Update in Agent Workspace -The auto-close process for messaging conversations now runs every 5 minutes, applying to conversations between the "configured time" and "configured time" + 5 minutes, offering enhanced efficiency, improved response times, and a better user experience with reduced wait times.
Automated Conversation Summary - Automated Conversation Summary: Enhancements for out-of-the-box summary prompts.
CoPilot: Summary Enhancements - Copilot summary enhancements for Q3 enhancements include: the capability to test and fine-tune summaries, enhancing accuracy and relevance and new report center reports.
Custom Predefined Content (PDC) for Messaging -Custom Predefined Content (PDC) for Messaging allows you to revolutionize your agent experience with Custom Predefined Content.
Navigation Bar Translation Updates - We are excited to announce that the navigation bar on our conversation cloud has been updated with improved translations for multiple languages. This enhancement ensures a more seamless and user-friendly experience for our global brands.
Read Receipts in Agent Workspace - Agents can view the exact timestamp when a customer reads a message, providing improved clarity in conversation management.
Salesforce Connector Updates - Enhancements including support for custom away states, enhanced logout and search experience, improved performance of NLP parsing for note input and more.
Transfer & Event Audit Trail - Self Serve - The improved 'Transfer & Event Audit Trail' feature displays agents' full names for better identification and details whether conversations were closed by an agent, consumer, or system for comprehensive tracking.
Consumer Non-Responsive - Smart Control with Automatic Messages - Smart Controls for Consumer Non-Responsive Auto Messages, which enhance our automated messaging capabilities by intelligently handling customer interactions. Brands can now configure multiple automatic messages tailored to distinct customer touchpoints, customize their frequency for timely and relevant delivery, and set the number of repetitions for each message.
Agent Nickname in Non-Responsive Auto Messages -Option to personalize non-responsive auto messages by adding the Agent Nickname. Brands can provide a more personalized experience by including an agent’s nickname in automated responses, strengthening customer-agent rapport.
CoPilot: Summary - Self service configuration changes in Management console, Prompt library integration allowing self service prompt customization and support for more than one prompt based on different skills.
Communication Channels (9) | H2 2024 (Live)
Picture-in-Picture mode for Voice and Video calls - App Messaging - The Mobile SDK will soon support Picture-in-Picture (PiP) mode for voice and video calls.
Send Proactive messages to In-app channel from the Proactive Web Tool UI - Allows bots to send private messages and pass conversation context or any consumer-provided information to agents for them to better support consumers after the conversations are transferred to agents.
WhatsApp updates including support for reactions, sign up journeys, customization for appointment booking - WhatsApp Reactions Messages to enhance user engagement and improve the customer experience.
Transcript Downloads for Web Messaging - Provides a one-click option for users to download their web conversation transcript.
Distinct Chat Bubble Colors for Human vs Bots in the Mobile SDK - Easily distinguish between bot messages and human agent messages through distinct chat bubble colors. Multiple branding configurations are available, allowing companies to customize the chat interface to align with their brand identity while providing this visual distinction.
Welcome message for In App should support deep links/URL - This update allows brands to include deep links in the In-App Welcome Message, giving consumers a more interactive and connected experience. With this feature, the In-App SDK also provides a callback when a deep link is clicked, enabling brands to track interactions seamlessly.
Proactive to InApp to support for deep links/URLs - Enhancements to the In-App messaging experience now include support for deep links, allowing brands to send direct URLs within proactive messages to guide users seamlessly to specific app content.
Configure Guided-Only Experience w/ Bot & Engagement Window - Ability to lock down the text input field when a certain Structured Content is presented to the user. The goal of this feature is to guide the user to respond with one of the options from the Structured Content as opposed to allowing free typing responses.
Structured Content Enhancements - LivePerson have enhanced Structured Content to maximize the amount of control brands have over their conversational flows that use structured content.
Conversational AI & Automation (3) | H2 2024 (Live)
Conversation Assist: More transparency and control when creating prompts - More transparency and control when creating prompts.
Conversation Assist Enhancements: Offer answer recommendations in voice conversations - Use Conversation Assist to offer answer (article) recommendations to agents in voice conversations.
Conversation Assist Enhancements: On-Demand Recommendations widget - Limit visibility to specific skills - More control and flexibility regarding which of your agents see the On-Demand Recommendations widget.
Conversational Intelligence (2) | H2 2024 (Live)
Report Center APIs (EA) - New Report Center APIs - These APIs enable brands to export aggregated metrics across various dimensions from the Report Center, providing a comprehensive overview of the brand’s metrics at different levels.
Bot and WFM metrics to Report Center - Bot and WFM metrics on Report Center.
Generative AI (6) | H2 2024 (Live)
Policy Builder - Policy Builder revolutionizes the way that you engage with your consumers. Use it to supervise every conversational interaction with responsiveness, adaptability, precision, and consistency.
CoPilot Rewrite Reporting and Analytics support - Reporting and Analytics support to enable brands to see further ROI.
Routing AI agents - An easy to configure GenAI powered system for quickly guiding customers to the experience they need to resolve their intent.
New and improved LivePerson prompt for answer enrichment via Generative AI - New LivePerson prompt available for use in messaging solutions. The new prompt enhances the accuracy of responses from the LLM by reducing hallucinations. When compared to our previous prompt for answer enrichment, this new prompt performs 3x better!
CoPilot Rewrite - Copilot Rewrite, part of Conversation Copilot, enhances agent communication in the workspace. It interprets and refines messages for clarity and professionalism within the agent workspace, setting the bar for high customer and agent experiences. Enhancements include; supporting a business casual tone in default prompts while preserving links, emojis, etc., enabling multi-language support for Rewrite, and introducing reporting capabilities for brands to track ROI.
Knowledge AI Health Evaluation - Ensure that your KB article content is comprehensive and optimized to create successful, grounded Generative AI rollouts.
Open Platform (0) | H2 2024 (Live)
There are no roadmap items for this category / time period.
Security, Compliance, & Cloud (2) | H2 2024 (Live)
OIDC SSO - Integrate OIDC (OpenID Connect) SSO with the Conversational Cloud.
Use Logout and Error URLs with Advanced Login SSO: Account Access Control Page - Self-Service Configuration for SSO Redirection - Account Access Control Page - Self-Service Configuration for SSO Redirection.
Voice AI (0) | H2 2024 (Live)
There are no roadmap items for this category / time period.
H2 2024 (Planned)
Agent & Supervisor Experience (6) | H2 2024 (Planned)
LivePerson's Agent App - Agents and Managers can seamlessly track conversations and empower brands like never before - Highlights include a modern design available on iOS and Android, with brands enabling the Agent App for agents via the Management Console accessible through the path: Management Console > Agent App.
AI Assistance for Human Agents - Orchestrate more effective Copilot Assist programs with the ability to tactically deploy KBs and Prompt instructions for specific skills, groups, and profiles.
Omnichannel Workforce Management - Determine your staffing needs with AI powered tools.
Transfer Conversation by Agent - Addition of pagination and search functionalities to the Transfer Conversation tab for our agents. This enhancement reduces the need for scrolling and streamlines access to transfer options.
Unified Agent Workspace for Email - Digitize your email channel within a modern omnichannel agent interface.
Unified Agent Workspace for Voice & Messaging - Digitize your existing voice channel within a modern omnichannel agent interface.
Communication Channels (2) | H2 2024 (Planned)
New Web Window Theme and Mobile Experience - The updated look and feel of the Web Messaging Window will include a cleaner, modernized interface with a taller, thinner design for better visibility. It features modern default color schemes customizable to customer branding and an updated transcript presentation for higher information density, while still supporting existing themes and custom windows.
Social Actions Permissions Management - This feature will provide brands with granular control over which agents have access to more sensitive Social Messaging functions. - Social Moderation: admins gain precision in user group management, allowing selective access for moderation tasks like deleting, hiding, and unhiding public messages in Meta channels.- X (Twitter) Handle Selection: X (Twitter) Handle Selection: When configuring X (Twitter) accounts connected to your Conversational Cloud account administrators will be able to designate which user profiles will be allowed to respond to public messages from specific X handles.
Conversational AI & Automation (2) | H2 2024 (Planned)
AI Studio: An advanced bot authoring environment for customizing, testing, and tuning of AI Agents and other gen AI applications - A number of Enhancements to AI Studio (see in card for details). AI Studio is an advanced environment for building, testing, and refining Generative AI models.
Improved Hallucination handling for safer GenAI implementations - Improved Hallucination handling for safer GenAI implementations.
Conversational Intelligence (6) | H2 2024 (Planned)
Agent Assist/Co-pilot effectiveness dashboard - Agent Assist & Co-pilot effectiveness dashboard.
Analytics Studio Updates - Analytics Studio is an integrated platform that quickly converts conversations into actionable data. It captures conversations from LivePerson’s Conversational Cloud and transcribes calls using the VoiceBase platform. Updates include: Redesigned dashboard templates for Omnichannel, Messaging, and Voice. New templates for Bot Tuning and Purchases and will be embedded in to the Conversational Cloud.
Engagement Controller Reporting - LivePerson will be enhancing Engagement Controller Reporting.
Report Center Updates - The Report Center represents our vision to streamline the diverse landscape of analytics and reporting across various products into a unified framework within the Conversational Cloud.
UX/UI Refresh - UX/UI refresh and create a streamlined and intuitive Data Transporter application that facilitates efficient data management and seamless integration for users.
Voice to Messaging Dashboard - Voice to Messaging Dashboard as part of the Report Center.
Generative AI (3) | H2 2024 (Planned)
Bring Your Own LLM enhancements: UX for self service with usage reporting - Bring Your Own LLM into Conversational Cloud for privacy, customization, compliance, and cost-effectiveness - Enhanced control over data privacy and adherence to compliance - Deploy proprietary LLMs fine-tuned to your organization's data - Manage costs and performance with SLAs on your terms with your LLM provider. UX for self service with usage reporting coming soon.
Prompt Library enhancements - Enhance Prompt Library: Simple prompt engineering that enables brands to optimize and manage their GenAI prompts.
Simplified Bot Deployment - Simplified Bot Deployment streamlines bot creation, reducing setup to a few clicks instead of hours of convoluted setup.
Open Platform (0) | H2 2024 (Planned)
There are no roadmap items for this category / time period.
Security, Compliance, & Cloud (0) | H2 2024 (Planned)
There are no roadmap items for this category / time period.
Voice AI (0) | H2 2024 (Planned)
There are no roadmap items for this category / time period.
H1 2024 (Live)
Agent & Supervisor Experience (14) | H1 2024 (Live)
Star or Favorite PDC in the Agent Workspace - Agents can categorize and prioritize commonly used pre-defined content, streamlining their workflow by marking them as favorites or adding a star for easy access and heightened efficiency.
Agent Workspace - Configurable Data Bar and Self-Service Activation - Allows brand administrators to configure the Customer Satisfaction (CSAT) score display in the Agent Workspace. This would give more customization options for a brand to configure the workspace as needed. LivePerson have added a self-service activation option to empower brands further and provide flexibility in managing this feature. Now, brands can the 'Configure Workspace Data Bar' feature at their convenience.
Copilot Summary with the Salesforce Connector - Salesforce Connector now supports Copilot Summary if it is enabled on the account. Agents will be able to see the conversation context and summary upon transfers of conversations, conversation close events and deflection from Voice to Messaging.
Salesforce Widget for Agent Workspace updates - Chat transcripts can now be automatically synced into Salesforce upon the conclusion of the conversation. Additionally, the Salesforce Widget helps save agents time by facilitating Contact/Case creation.
Conversation Timers in Agent Workspace - Enhance the efficiency and effectiveness of your customer support operations with Conversation Timers in the Agent Workspace.
Export Graphs from Queue Summary in Manager Workspace - In the Manager Workspace, users will be able to streamline their workflow by effortlessly exporting graphs directly from the Queue Summary.
File Sharing Expansion Ability - File Sharing Expansion Ability for .txt and .csv.
Image Profanity Filter in Agent Workspace - The latest enhancements to the Profanity Suite which provides our agents with advanced notification capabilities for inappropriate image uploads. Our agents can quickly identify and take action against any images that violate our community standards or guidelines. This feature is an essential addition to our suite of tools that help us maintain a safe and respectful platform for all our users.
Infinite Scroll for Conversation History - Agent Workspace - The new infinite scroll feature enhances efficiency by automatically loading older messages as agents scroll, reducing clicks and providing a smooth, uninterrupted experience with a loading indicator and optimized performance.
Manager Workspace Sort by Columns: Add filter to each column in Manager Workspace - Enhance the Manager Workspace by adding filter and sort options for all columns. In addition, LivePerson are adding the option to filter by "Away" reason.
Queue Cleanup Solution - Enhanced Queue Management: Streamlining User Experience with Automated 'Queue Clear' Functionality.
Queue Position + Queue Wait Time Message - Queue Position and Queue Wait Time Message: Provide informative and reassuring messages to customers waiting in the queue. Keep them engaged and informed about the estimated wait times and available options.
New Navigation Bar - After learning and evaluating the challenges our users face, LivePerson have enhanced the navigation architecture to provide an easier user experience.
Tooltip enhancements - Agent Workspace - Updates to Agent Workspace include reduced tooltip interruptions & enhanced tooltip functionality.
Communication Channels (4) | H1 2024 (Live)
InApp SDK to Trigger Device OS Dictation Capability - Hybrid approach for consumers with the ability to dictate to the device and have the text written into the messaging typing area.
Updates to Autoclose Behavior on Android OS - A new configuration option for the Android SDK will provide the option to enable or disable a separator line after a conversation has been autoclosed.
Performance Improvements to Web Messaging Engagement Button Load Time - Optimizations to the rendering of our Web Engagement Button that can reduce load times by up to 50%.
Translation support for Cobrowse invitation within WhatsApp - Enhancing customer support on WhatsApp, offering translation support for Cobrowse invitations. Previously limited to English, now agents can customize invitations in the user's preferred language, improving communication and inclusivity.
Conversational AI & Automation (4) | H1 2024 (Live)
Insights for tuning: new reports on agent feedback - New “agent feedback” reports for both recommended answers and recommended bots. These new reports include info on the thumbs up|down feedback of your agents.
Conversation Assist Enhancements: Setup is rule-based and offers more flexibility - Setup is now rule-based and more flexible. Previously, account-level Conversation Assist settings limited options for recommendations and recipients. Now, with a redesigned setup experience, it's intuitive and flexible. In addition, the system can now detect when a consumer message only provides information. In such cases, recommended answers are no longer recommended.
Enhance Conversation Builder Bot Previewer with Debug logs - Enhance Conversation Builder Bot Previewer with Debug logs.
Enhancements to Safe, Responsible, and Accurate AI - Enhancements to Safe, Responsible, and Accurate AI featuring: Automatically generate KB from Conversational History, Enhanced Knowledge Retrieval Search Algorithm, Support for new content types (e.g. Tables, Images, Rich Content), End to end bot testing and simulation (AI Studio), Hallucination Detection V2.
Conversational Intelligence (2) | H1 2024 (Live)
Agent Operations Data - Agent Operations Data.
Azure Ingress - Azure Ingress streamlines conversation data processing and integration (audio files and text messaging) with Microsoft Azure Blob Storage simplifying uploads and facilitating transcript retrieval.
Generative AI (8) | H1 2024 (Live)
BYO Model for LLM Gateway - Customers can bring their own LLM models for use on the LivePerson platform (available now in Early Access).
Enhancements to CMS Integrations to support auto sync of Knowledge Bases’s with external sources - Since the launch of KnowledgeAI’s external CMS integration, brands would like to integrate it with their existing knowledge articles and have started developing Workato recipes. This enhancement significantly improves the development experience by providing integration capabilities directly in the Source tab of KnowledgeAI.
Generative Insights UI Panel Enhancement - Generative insights UI panel has been updated to ensure that users' question history remains available without resetting at 12 AM EST and allow users to manage and delete questions directly within the interface.
Generative Insights enablement via Management Console - LivePerson offers a free trial period for Generative Insights, allowing users to explore and evaluate the product before making a purchase. To streamline this process, we've introduced a dedicated enablement page on the Management Console.
Generative Insights enhancements - Right to be forgotten API - In compliance with the General Data Protection Regulation (GDPR), LivePerson have developed the Right To Be Forgotten (RTBF) API.
Improved answer recommendations using query classification (Released in APAC) - The improved answer recommendations feature utilizes query classification to categorize consumer inquiries, such as SmallTalk (e.g. "good morning") enabling LivePerson applications to tailor conversation responses based on these classifications. This customization proves valuable, particularly in scenarios where there are no direct matches in knowledge bases, enhancing the intelligence and adaptability of conversation. Rather than consistently routing consumer utterances to find matched articles in KnowledgeAI, even for simple greetings, this feature allows for more precise and efficient response generation.
Prompt Library enhancements to enable prompt transparency and configurability - Enhance Prompt Library and make prompts more transparent and configurable directly in the library interface.
Support advanced prompt configuration for exposing configurations at agent skill level and enabling A/B testing - Support advanced prompt configuration for exposing configurations at agent skill level and enabling A/B testing.
Open Platform (2) | H1 2024 (Live)
API that allows download of hosted files - API to retrieve hosted files; including audio.
Webhook - pass metadata & transfers - Webhook integration for third party bots to provide metadata about the customer and visit. Goal is to eliminate the need for a human agents to mediate conversations.
Security, Compliance, & Cloud (3) | H1 2024 (Live)
Integrate Secure Form Studio into Management Console - Integrate Secure Form Studio into Management Console, using the same look and feel and better user experience.
mTLS support for OAuth 2 - LivePerson will be enhancing our services to ensure mTLS support for OAuth 2.
Agent Selectable Responses - Secure Forms - Enhance security by utilizing a secret code alongside passwords for consumer authentication within Secure Forms. Agents will be able to verify identities, inputting two characters within a predefined content field while adhering to brand-defined secure form questions, ensuring a robust and customizable authentication process.
Voice AI (1) | H1 2024 (Live)
Voice Configurations - LivePerson have updated Voice Configurations. Updates include easily changing the bot's voice via UI, customizing audio cues, previewing the bot's sound in Conversation Builder, preventing consumer interruption during responses, and accessing call recordings in the report center for playback.
