➡️ 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.
Copilot Translate General Access - Bridge language gaps between agents and consumers
LivePerson is pleased to announce the General Access (GA) release of Copilot Translate, an LLM-powered translation feature that translates inbound and outbound messages in real time. This product is designed to bridge language gaps, allowing agents and consumers to communicate effortlessly in their preferred languages.
Key benefits
- For consumers: Instant understanding, faster issue resolution, reduced communication friction, and enhanced satisfaction by communicating in their native language.
- For brands: Accelerated market expansion, reduced operational costs, enhanced global reputation, improved customer retention, and competitive advantage.
- For agents: Optimized agent utilization, boosted productivity, reduced stress, higher job satisfaction, and streamlined training.
Language support
The only supported agent language is:
Translate is powered by Google’s Gemini models, which are multi-lingual, and can understand and respond in a wide variety of languages. You can refer to Gemini’s supported languages here.
LivePerson has internally tested and validated the following consumer languages:
We encourage you to try additional consumer languages. However, we always recommend testing of your specific use case to ensure quality.
Enhancements since our Early Access release
- To ensure we continue leading the industry in innovation and performance, we are pleased to announce that we've changed the model to Google's Gemini 2.5 Flash Lite (NA and EMEA regions) and 2.5 Flash (APAC region). This transition is driven by our ongoing partnership with Google, which grants us early access to cutting-edge models. Our extensive benchmarking has shown that Gemini models consistently perform as well as—and in several key use cases, better than—our previous models.
- We've also enhanced the translation prompt for optimal performance with the Gemini model, and added a fix for English loanwords like "ok" causing the language detection to determine the conversation is in English.
Get started
If you’d like Copilot Translate turned on for your account, submit your request via this form.
Learn more in our Knowledge Center
Soon these articles will be updated to reflect the General Access release:
Agent Workspace - New playback speed controls for listening to audio messages
Agents handling conversations often receive audio messages, which can be time-consuming to review. This enhancement introduces playback speed controls directly within the Agent Workspace, enabling faster and more efficient handling of audio content.
What’s new:
- Playback speed control directly in Agent Workspace
- Supported speeds: 1x (default), 1.5x, and 2x
- Immediate effect without restarting playback
- Applies per audio message only
- Visible only when audio messages are present
- Maintains acceptable audio clarity
- Supported across all officially supported browsers and devices
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:
Brands in EMEA and North America: Upcoming cutovers to Gemini
Please be advised of the following upcoming cutovers to Gemini of system prompts for KnowledgeAI integrations in 1) Conversation Assist and 2) KnowledgeAI agents built in Conversation Builder:
- EMEA: June 6, 2026
- North America: June 20, 2026
➡️ If desired, you are encouraged to preview the prompts before this cutover happens.
All brands: Important info about cutover of system prompts
During cutover, LivePerson needs to handle the Gemini-optimized system prompts that we released earlier 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 remove them.
➡️ Call to action: If—after cutover—your active prompts in Production are prepended with "Temp - ," please switch to the new "Gemini - " system prompts that are available upon cutover as soon as possible.