➡️ 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 another update on LivePerson's initiative to migrate to Google Gemini models for our Conversational Cloud products using Generative AI.
Recall that your primary source of information is this article in our Community Center.
Here's what's new:
EMEA and NA brands: Imminent cutovers to Gemini
As previously announced, on April 11, 2026 (for EMEA) and April 12, 2026 (for NA), we will cut over the following prompts to Gemini:
- System prompts for KnowledgeAI integrations in Conversation Assist and Conversation Builder KnowledgeAI agents (Messaging)
- Custom prompts for Automated Conversation Summaries, Copilot Rewrite, KnowledgeAI integrations in Conversation Assist, and Conversation Builder KnowledgeAI agents (Messaging)
Regarding cutover of system prompts, we need to handle the Gemini-optimized system prompts that we released a short while ago for preview by you. During the cutover process, we will update their names, so they are prefixed with "Temp - ." In the near future, after we confirm that no brand is using them, we will delete them.
Regarding cutover of custom prompts, here's what happens: In all of your custom prompts in Production, LivePerson automatically updates the Provider, Subscription, and LLM settings, so they point to the preferred Gemini model for the given product (see the product-to-model mapping). But the rest of the prompt, including the prompt instructions, remains unchanged. Importantly, it means that while the prompt in use in Production uses a Gemini model, the prompt might not be well-suited for Gemini. And this can negatively affect performance.
➡️ We strongly recommend that you avoid this automatic cutover of custom prompts by testing the optimized ones that we added to your account and manually switching to them in Production before this date.
APAC brands: Migration begins for some products
We’re pleased to announce that—for some products—we’re moving our APAC brands to Google Gemini in the near future. To ensure top-tier performance, LivePerson has rigorously vetted and hand-selected the specific Gemini model that best powers the product, while ensuring data remains on Open AI in Azure as necessary to keep data in region. Check out the Community article to see the full product-to-model mapping.
APAC migration schedule
For only these products:
- Automated Conversation Summaries
- Routing AI agents built in Conversation Builder
- All AI agents built in aiStudio
The following migration schedule applies:
- April 9, 2026: For Automated Conversation Summaries, new system prompts are available in the system; preview is available. Also, optimized custom prompts are available in the system; start testing.
- April 15, 2026: For all AI agents built in aiStudio, Gemini-optimized prompts are available; start testing.
- April 18, 2026: For Routing AI agents built in Conversation Builder, new system prompts are available in the system; preview is available. Also, optimized custom prompts are available in the system; start testing.
- April 19, 2026: For Automated Conversation Summaries, system prompts are cut over to Gemini.
- April 26, 2026: For Automated Conversation Summaries, custom prompts are cut over to Gemini.
- May 15, 2026: For Routing AI agents built in Conversation Builder and all AI agents built in aiStudio, cutover of all prompts to Gemini.
Products not being migrated yet
These include:
- Copilot Rewrite
- KnowledgeAI integrations in Conversation Assist
- Conversation Builder KnowledgeAI agents (Messaging agents)