Updates: Enhance answer recommendations via Generative AI
➡️ 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 v2025_3.0
Enhance answer recommendations via Generative AI to support custom use cases such as translate & align to brand voice
In the previous release, to enhance the accuracy and relevance of recommendations we introduced contextualization of the user’s query to enhance the results of knowledge base searches.
To further compliment query contextualization and provide you with more flexibility, in this release we introduce the use of prompts and Generative AI to perform custom processing of:
- The user’s query that’s used to search the knowledge base for answers: For example, you might be supporting cross-lingual queries, where, say, the query is in Spanish, but your knowledge base is in English. Translating the query into the knowledge base’s language before performing the search for articles can significantly improve the results.
- The answers (before sending them to the consumer): This might include translation into the user’s language, rephrasing of the answer(s) to better align with your brand’s voice, etc.
Together, these new features are designed to elevate the accuracy and quality of answer recommendations.
Note: Custom processing of the user’s query and the answers is in Early Access release.
Key benefits
- Boost the accuracy and relevancy of answers
- Support your global reach with multilingual capabilities
- Ensure compliance with your brand’s voice
- Save agents time and reduces manual edits by them
Use cases
- Smarter conversations: Improve agent efficiency with optimized answers.
- Cross-language support: Translate user queries and answers on the fly.
- Brand voice compliance: Rephrase answers to adhere to your brand’s voice and compliance rules.
Enablement and setup
Custom processing of the user’s query and the answers is enabled by two new toggles within a knowledge base rule in Conversation Assist:
- Toggle 1: Turn on the first new toggle if your use case requires custom processing of the consumer’s query using a prompt sent to an LLM.
- Toggle 2: Turn on the second new toggle if your use case requires custom processing of the answers using a prompt sent to an LLM.
These two new toggles are visible to all brands, but they’re off by default.
Note: Before you can use them, you must accept our terms of use and activate LivePerson’s Generative AI features. Tip: In the left navigation pane, click Manage > Management Console, and search for “Generative AI Enablement.”
Test and debug
Testing and debugging how your prompts work with the LLM is crucial for a successful launch that incorporates these new features. So, KnowledgeAI’s Answer Tester and Test & Tune features have been enhanced with these key features:
- New options to process the user’s query
- New options to process the answers
- Enhanced debugging info
- More intuitive UI and labeling
