➡️ Exact delivery dates may vary, so some features may not be immediately available on the publication date. For your specific access dates, please contact your LivePerson account team.
🚨The timing and scope of all changes remain at the sole discretion of LivePerson and are subject to change.
Generative AI applications - Update on our initiative to migrate to Google Gemini
This is an update on LivePerson's initiative to migrate to Google Gemini models for our Conversational Cloud products using Generative AI.
Recall that we first announced this initiative in our March 4th release note, and your primary source of information is this article in our Community Center.
Here's what's new:
Update 1: Custom prompts
Gemini-optimized custom prompts are now available in the EMEA and NA regions for the following products:
- Automated Conversation Summaries
- Copilot Rewrite
- KnowledgeAI integrations in Conversation Assist - Messaging only
- KnowledgeAI agents built in Conversation Builder - Messaging only
➡️ As discussed in the Community article, the Gemini-optimized system prompts and custom prompts aren't active yet, but you'll find them available in your account. (We've done this work to add them, so you don't have to.) Please begin testing and manually switch to Gemini-optimized prompts in Production before the automatic cutover dates. Refer to the Community article for guidance.
Update 2: Cutover dates
To give you an extra week to test, we've changed the date for cutover of the default prompts to March 28th (originally March 21st) for EMEA and NA for the following products:
- Automated Conversation Summaries
- Copilot Rewrite
- KnowledgeAI integrations in Conversation Assist
- KnowledgeAI agents built in Conversation Builder
Update 3: APAC schedules
For improved clarity, we've added APAC-specific schedules for all products. Refer to the product-specific sections in the Community article.
From search to success - Introducing Google Click-to-Message ads for RCS
We are excited to announce support for Google Click-to-Message Ads for RCS! This new paid entry point allows brands to capture high-intent consumers directly from Google search results. Instead of just a standard website link, your sponsored ads can now feature a Send Message icon, instantly launching a rich, interactive RCS conversation within the user's native messaging app.
Key capabilities
- High-intent acquisition: Target specific search queries (e.g., "life insurance") and present a direct conversational path to conversion.
- Seamless transition: Users move from a Google Search sponsored result to an RCS chat in a single tap, bypassing landing pages to reduce friction.
- Contextual greetings: Pair your C2M ads with specific Contextual Greetings in the LivePerson Self-Service portal to ensure the bot opens with a relevant message (e.g., "Ready to find the right insurance? Get a quote in under 2 minutes").
- Rich interactive flows: Leverage RCS features like Suggested Replies and Carousels immediately upon ad entry to drive user engagement and conversion.
How it works
- Search: A consumer searches for a product or service on Google.
- Discover: Your sponsored ad appears with a dedicated messaging call-to-action (CTA).
- Connect: Tapping the CTA launches the RCS agent.
- Convert: The brand's virtual assistant or agent guides the user through the journey (e.g., quote, booking, or support).
Setup and configuration
➡️ Google Click-to-Message ads are only available in the U.S.
To enable these ads, contact your LivePerson representative.
To learn more about the other available entry points for RCS for Business, please consult our Knowledge Center.