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Policy Builder
Description Key capabilities A policy-based system for orchestrating conversations between consumers and your human agents, LivePerson bots, and third-party bots. Out-of-the-box support for content moderation and AI Safety use cases. Out-of-the-box support for popular signals, such as conversation end, consumer sends…
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CoPilot Rewrite Reporting and Analytics Support
Description Reporting to enable brands to see ROI and further optimize contact center operations Related Links For more information on Copilot, Rewrite click here. Status Live
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Routing AI Agents
Description Bot builders find traditional routing bots time-consuming to build and maintain, with challenges in training NLU models and implementing logic-based fallback scenarios. Consumers face frustration as these bots struggle to understand questions not explicitly programmed, and they may not be aware of available…
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New and Improved LivePerson Prompt
Description 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: Offering the answers as recommendations to agents (Conversation Assist), or Sending the answers in automated conversations (Conversation Builder) We…
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CoPilot Rewrite
Description With this feature enabled, Agents will get a magic wand option in the agent text box. This tool empowers Agents to modify written text, addressing issues such as grammar, spelling, and enhancing the overall quality of the message. Agents are allowed to make up to three requests for the rephrasing of a…
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Knowledge AI Health Evaluation
Description COMING Q2 Understand which articles are working, and which need to be removed Automatically find duplicates and conflicting articles COMING Q3 Evaluate conversations to determine which messages can be addressed with Knowledge articles Assess coverage and uncover gaps where new articles are needed COMING Q4…