Updates include: Conversation Assist, Mobile SDK - Android & iOS, Analytics Studio updates & Websocket implementation announcement
➡️ 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.
Conversation Assist
Features
User query contextualization is available soon
Due to the dynamic, evolving, and efficient nature of language, often the consumer’s query doesn’t include enough context to retrieve a high-quality answer from a knowledge base. Consider a conversation about the iPhone 15 Pro, with a final query from the consumer of, “How much is it?” Using this query to search a knowledge base for an answer isn’t likely to find a great answer.
But Conversation Assist has an elegant, AI-powered answer to this: Before performing the knowledge base search, you can pass the consumer’s query—along with some conversation context—to a LivePerson small language model so that the model can enhance (rephrase) it. This can significantly improve the quality (relevancy and accuracy) of the answer recommendations that are offered to your agents.
In Conversation Assist, this capability to contextualize the user’s query is in Early Access release. So, the relevant setting in a knowledge base rule isn’t yet available to all brands:
LivePerson plans to make this new toggle visible to all brands by the end of March 2025. It will be off by default.
KB usage reports now contain additional useful data
In this release, we’ve enhanced the KB Usage report to include the following new columns:
- Consumer Query
- Query Contextualized?
Use this info—alongside existing columns for “Conversation ID,” “Recommended answer,” “Recommendation used,” and “Answer sent to consumer,”—to understand if the knowledge base is returning relevant answer recommendations that are used by your agents.
Use the Conversation Assist dashboard, Agent Summary report, and KB Summary report to determine if the answer recommendation use rate is improved.
Mobile SDK
Enhancements
Rich Text Styling for Android and iOS
Today LivePerson offer Rich Text formatting as a widget within the Agent Workspace enabling agents to send formatted text using Bold, Underline, Italic, Bullets, Numbering and Links to be sent in a conversation response. We are expanding support of Rich Text Styling for the Mobile channel.
Below is the list of rich text styling options to be supported :
- Bold - <strong><b>
- Underline - <u>
- Italic - <i><em>
- Bullets - <ul> <li>
- Numbering - <ol> <li>
- Links - <a>
- Paragraph <p>
- New line <br>
We will support tags strong, b, i, em, u, a, p, li, ul, ol, div, and remove other tags (if there are any). Please see this link for more information.
Limitations: LivePerson currently don’t support rich text styling as part of structured content.
Dependancies: Agent Workspace, UMS
Version support : For now this capability will be supported only in the new SDK versions. For older versions, we have added a new value to the Client Properties that is generally used to send capabilities of the client to allow features to be activated. For Client properties to work - UMS and Agent Workspace adjustments and deployments are needed. Timelines for UMS and Agent workspace to be determined.
Analytics Studio
Enhancements
Analytics Studio Updates
The following features are now available through the Analytics Studio API (former VoiceBase API ):
- Phobos speech recognition model is now generally available (GA) for customers using voice-based features. Compared to the existing Titan model, Phobos provides:
- Lower WER (Word Error Rate): It makes fewer mistakes in transcribing speech.
- Higher Accuracy: Overall, it recognizes spoken words more precisely.
Additionally, there’s a new optional music filter, which can automatically skip music segments (such as on-hold music in phone calls or background music in radio recordings) when transcribing audio.
Other enhancements include:
- Voice Transcription is now available for Dutch.
- Summarization of voice and chat conversations is now available.
- Ability to detect and redact specific text patterns using regular expressions, helping chat customers protect sensitive information. This includes automatic redaction of email addresses, IP addresses, US phone numbers, and US ZIP codes, with the flexibility to define additional patterns for each brand.
The following features are now available in Analytics Studio application (web UI):
- Audio files can be now downloaded in the Audio Player
- Transcripts can be downloaded in bulk
- Wizard updated for creating V3 configurations for summarization
- Summarization (batch jobs) of previous conversations can now be scheduled similar to re-categorization jobs.
The following features are now available in Analytics Studio Dashboards:
- Ability to use CoBrowse data, conversation classifiers, latest queue state, sequence of category/verb-noun hits from conversations in dashboards
- Ability to add Agent Status dashboards
- Introduced “Replace” overwrite mode in LP connectors
- Added indicator for public/private channels used to publish a message, including conversation level rollup about agents using public channels
- Added transposed skill transfer table for use in Sankey diagrams to visualize customer journey
Announcement
Enhancements
WebSocket implementation
We want to inform you of an important change to our WebSocket implementation. Previously, our platform was restricted to using only the browser's native WebSocket to help prevent potential misuse.
However, as brands increasingly rely on third-party tools that modify WebSocket behavior to better manage and monitor events, we have removed this limitation. By default, our platform will now support non native websockets. For brands that prefer to enforce the use of native WebSockets only, we offer an option to enable this restriction. Please contact your account team for more information on how to enable this restriction.
