This innovative solution combines the power of Generative AI with the invaluable voice of your customers, allowing you to effortlessly extract deep insights from your conversation history. Say goodbye to hours spent sifting through transcripts or exporting CSV files for keyword searches – with Generative Insights, you can simply ask the questions that matter most to you and gain unparalleled understanding.
What is Generative Insights?
Generative Insights is a cutting-edge tool that empowers brands to harness the rich treasure trove of data buried within their conversation history. By leveraging the capabilities of Generative AI, our product enables you to extract meaningful insights, trends, and sentiments directly from your customer interactions. Whether you're curious about why customers are reaching out, why they might be canceling orders, what's causing frustration, or what they absolutely love about your product or service – Generative Insights has the answers you seek.
Key Features and Benefits
1. Natural Language Querying
Generative Insights offers a natural and intuitive way to access your customer data. Simply ask questions in plain language, just as if you were inquiring with a human analyst. For instance:
- "Why did customers contact us today?"
- "What are customers frustrated about?"
- "What do customers love about our product/service?"
Our advanced AI algorithms understand your questions and provide insightful responses, eliminating the need for complex query languages or data science expertise.
2. Time-Saving Efficiency
Generative Insights streamlines the process of extracting insights from conversation history. It saves you countless hours that would otherwise be spent reading transcripts or sifting through extensive data sets. With this tool, you can make data-driven decisions faster than ever before.
How it Works
Each Admin user will get 20 questions per day to ask against their conversational history. Each day at 12 pm (midnight) EST the 20 questions will reset so users can continue gathering intelligence and insight.
Feedback is welcome! Please provide feedback on your experience and additional features you’d like via the in-product survey to ensure we provide the best Generative Insights experience possible.
Get Started with Generative Insights
Getting started with Generative Insights is easy. Follow these steps to unlock the power of customer insights:
- Talk to Your Account Team: Reach out to your account team to express your interest in the Generative Insights Free Trial program.
- Ensure acceptance of Generative AI terms: Accept the Generative AI Terms & Conditions. To participate in the free trial program, kindly reach out to the Generative Insights product manager.
- Enablement: Enable the Generative Insights AC features and ensure Intent Manager is also enabled.
- Ask Questions, Gain Insights: Once integrated, start asking questions, and let Generative Insights provide you with valuable customer insights in real time.
Generative Insights represents a significant leap forward in the world of customer understanding.
It combines the strength of Generative AI with the voice of your customers, enabling you to make data-driven decisions with ease and speed. At LivePerson, we're dedicated to helping you build stronger customer relationships, and Generative Insights is a testament to that commitment. Start your journey towards data-driven excellence with Generative Insights – the future of customer insights is here!
Stay tuned for more updates and success stories as we continue to refine and expand the capabilities of Generative Insights.
FAQs
I already asked 20 questions, when will the question counter be reset?
The counter for your questions is reset at midnight, 12am of EST time (UTC/GMT -5).
Appears there is a limit of 20 questions per time period, Is this per account or user?
The question limit is per user.
How can I share the Insight answer or save it?
Currently, we do not offer the answer saving or exporting options such as printing or saving as PDF. We suggest you Copy and Paste the answer into an email, text document, or presentation slides. Keep in mind that the answers will be deleted from the Insights page after midnight 12 AM EST.
Can I read the conversations that were used to provide an answer to my question?
At present, this functionality is not available; however, it is under consideration for future enhancement. Meanwhile, we provide the conversation extract and conversation transcript of the selected conversations, forming the basis for the response.
Can I select conversations to be used for analysis rather than use a random selection?
To improve conversation-type targeting we've integrated a filtering feature. This function empowers users to refine their search by submitting relevant keywords and applying filters related to skills, MCS (Meaningful Conversation Score), and conversation sources. This capability allows us to identify the most pertinent conversations, ultimately leading to more profound insights.
How will LivePerson use the questions and answers generated by the Generative Insights?
We will monitor the types of questions asked by the users of this feature to ensure that our LLM prompt is optimized for most frequent questions. We assume that your questions do not contain any confidential or private information.
I want to request new functionality to this product or report an issue. How can I submit a feature request or a bug report?
A pop-up survey integrated into the Generative Insights UI is set to appear once every six months.
I want to ask questions about conversations that are still ongoing in order to detect issues in a timely manner. Is that possible?
No. Generative Insights operates exclusively on closed conversations. The architecture of Generative Insights does not accommodate real-time or open conversations.
Is there a functionality to save questions for future use?
Currently we do not offer this functionality, but we consider it as a future enhancement. If you want to ask the same question later, e.g. on a different day, you have to retype it.
Is there a functionality to modify questions once it is submitted?
No, currently, this functionality is not supported. Once a question is submitted, you won't be able to rephrase it or modify the filter. Any changes would require asking a new question.
Can I rephrase a question to have a deeper dive on the answer to my previous question?
No, currently all questions are independent from each other. You cannot get back to the previously selected conversations.
How do we select the 100 conversions?
The software will randomly select 100 conversations from the last day, week, or month and generate an answer to your question. You can use filters to select more specific conversations. The Filter functionality provides users with the ability to customize their query by applying specific filters. Allowing users to narrow down and refine the information they seek.
What happens when you ask irrelevant questions to Gen Insights?
When a user asks an irrelevant or unsupported question, two possible scenarios may unfold:
1. The user might receive inaccurate and incompatible insights. To verify this, they can refer to the 'View Conversation' table.
2. Alternatively, the user may encounter the following message: "Sorry, it is not possible to provide an answer to this question.
How are my conversations protected on Azure?
Liveperson has a legal agreement with Azure that none of the outgoing data will be used in any capacity for training. Azure OpenAI does not use our prompts and responses for training.
On which Azure model is Generative Insights based?
Generative Insights is built upon a combination of both the 3.5 and 4 models.
Generative Insights enablement via Management Console
Generative Insights Enablement via Management Console
Overview:
LivePerson offers a free trial period for Generative Insights, allowing users to explore and evaluate the product before making a purchase. To streamline this process, we've introduced a dedicated enablement page on the Management Console.
Changes:
- Introduced the 'Generative Insights Enablement' page on the Management Console.
- Users can now accept the Free Trial Consent on the Generative Insights enablement page, granting access to the GI feature for a duration of 30 days.
- Following the expiration of the 30-day trial period, the feature will be automatically disabled. To proceed with the purchase, brands are encouraged to contact the LP account team.
- Upon purchase, the status 'Active' will be displayed on the Generative Insights Enablement page in the Management Console.
Please note, Brands must ensure the acceptance and activation of the following Generative Insights prerequisites:
- Acceptance of the LLM terms.
- Activation of Intent Analyzer.
Generative Insights Features
Generative insights UI panel
In our ongoing efforts to enhance the user experience of Generative Insights, we have implemented minor updates to the UI panel. These changes aim to streamline the discovery process and provide users with more intuitive navigation.
Changes:
Question History:
- The user’s question history will remain available on the Gen Insights UI and will not be reset at 12 AM EST.
- This feature allows users to track their previous questions and review corresponding responses.
Question Management:
- Users now have the ability to manage their question history directly within the UI panel.
- They can select a question from the list and choose the delete option to remove it from their history.
Impact:
These updates aim to empower users with better visibility and control over their question history within Generative Insights. By enabling users to review past interactions and manage their question lists, we aim to enhance the overall usability and efficiency of the platform.
Enhancements
User Question limitation
Effective immediately, there is a revision to the question limitation policy for users. Previously, users were restricted to 20 questions per day, reset at 12 am EST. To better accommodate varying usage patterns, we have updated the question cap mechanism.
- The question cap is now set to 20 questions within a 3-hour timeframe.
- This 3-hour period begins upon the submission of the user's first question and automatically resets after the duration passes.
- Due to the dynamic nature of the 3-hour time frame for each user, the display of remaining questions and time left until the question reset has been removed.
- If a user exceeds this limit within the designated timeframe, they will receive an error message notifying them of the restriction.
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