New updates include: Conversation Assist, KnowledgeAI, and Salesforce Connector
➡️ Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication. Please contact your LivePerson account team for the exact dates on which you will have access to the features.
🛑 The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.
KnowledgeAI
Features
New and improved LivePerson prompt for answer enrichment via Generative AI
If you’re using Generative AI to enrich the answers from your knowledge base before:
We have great news on this front!
LivePerson’s research team is always hard at work developing and testing prompt improvements, and this commitment and vigilance has paid off. We are pleased to announce that there’s a 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!
We highly recommend that you switch to this new prompt for more reliable and contextually accurate answers from KnowledgeAI.
What’s the name of the new prompt?
- Conversation Assist’s new prompt is “Enrichment Factual EN - Conversation Assist v2.”
- Conversation Builder’s new prompt is “Enrichment Factual EN - Messaging bot v2.”
Is this new prompt available as a LivePerson template?
Yes, it is. Learn how to create a prompt by copying a LivePerson template.
Does this change impact my Generative AI solution?
No, it doesn’t. We are simply making the new prompts available as LivePerson prompt templates.
Is there a call to action for me?
Yes, since this prompt performs 3x better than the old prompt, we highly recommend that you test this prompt and integrate it into your solution as soon as you can.
Important note
We’re so pleased with the performance of these new prompts that soon we’ll be changing the default behavior in Conversational Cloud.
On October 15, 2024, LivePerson will change the system so that these new prompts are used by default moving forward. This means that after October 15:
- If you add a new knowledge base-level rule in Conversation Assist, it will use the new prompt.
- If you add a new KnowledgeAI interaction in a bot in Conversation Builder, it will use the new prompt.
Conversation Assist
Features
Offer answer recommendations in voice conversations
It’s here! You can now use Conversation Assist to offer answer (article) recommendations to agents in voice conversations.
The following features are supported in voice conversations:
- Conversation Assist can offer answer recommendations to the agent based on the intent in the consumer’s utterance. The recommendations are based on the knowledge base-level configuration rules that you set up. (Bot recommendations aren’t supported.)
- Agents can also look up answers on demand.
- Agents can mark recommendations as used (click the Use button), so this info appears in reporting. This info helps you to understand exactly who’s using what. The existing reports have been updated to indicate whether the recommendation occurred in the context of a messaging or voice conversation.
- Agents can provide “thumbs up” and “thumbs down” feedback on recommendations. This info helps you to understand which answers need optimization.
Setup: Once voice is enabled on your LivePerson account, use the Manage > Users & Skills area to set up your voice agents. We recommend that you assign only one skill to your agents who handle voice conversations. In practice, Conversation Assist uses the first skill that’s assigned to the agent to determine whether to offer recommendations. But, if there’s just one skill assigned, there’s no question as to which skill is being used.
Salesforce Connector
Enhancements
Salesforce Connector
LivePerson are pleased to announce feature enhancements to the Salesforce Connector including:
Support for Custom Away States- Support for custom away states have been added to the Salesforce Connector frontend. Custom away states may be configured in the “Manager Workspace” in CCUI.
Enhanced Logout Experience - Agents will be logged out from the Salesforce Connector within 15 seconds if the same agent logs into CCUI or from another instance of the Salesforce connector. A feedback message will be presented to tell the agent why they were logged out.
Enhanced Search Experience - New endpoints have been implemented to search by resource ID (such as Case ID). To use this in the app, configure an advanced workflow trigger with the {{relateInteractionFromEngagementAttr}} action to automatically relate a case or opportunity to an interaction. After relating the resource the app will attempt to automatically match the interaction to the record (Contact/Account/Lead) associated with that resource (Case or Opportunity) in Salesforce.
UI configuration options for match modal and notes/disposition components - New configuration options have been added to the user interface for the match modal and notes/disposition components. These changes allow admins or users to customize the appearance and behavior of the interface where agents match records or cases with relevant customer data & notes / outcomes of customer interactions.
Enhanced Dispositions - Added support for multiple layers of field value dependencies improving flexibility and precision when categorizing customer interactions, enabling more structured and detailed data collection.
Improved performance of NLP parsing for note input - the system now processes and understands the text agents enter into notes more efficiently using Natural Language Processing (NLP). This improvement enhances the speed and accuracy of analyzing and interpreting agent notes
Changed UX to permit sending an attachment without requiring text input - Agents can now send attachments to customers without the need to include a message or text.Previously, agents were required to type a message alongside an attachment, but with this update, they can simply send a file on its own, streamlining the process and making it more efficient in scenarios where no additional explanation is necessary.
Performance Improvement - Performance Improvement enhances system efficiency, speed, and reliability, resulting in faster data processing, reduced latency, and a smoother experience for agents and customers.
Bug Fixes:
Fixed edge case causing rich text formatting icons to not show sometimes for the Web messaging and Email channels.
