Release 24.09.2

Date: 09/15/2024

Summary

This release includes numerous new features to assist agents in providing a better client experience, while simultaneously improving productivity and reducing cycle times. In particular, Conversation History gives agents visibility to a client’s previous interactions by showing the consumer's previous conversations when the agent receives an incoming phone call, authenticated chat, or SMS. Complimenting Conversation History, Conversation Summary is a new AI feature that saves agents time during wrap-up by automatically generating a summary of a chat or voice session. This summary is then visible in the Conversation History so that the receiving agents can quickly understand what occurred in the previous sessions with the user. Consumer Sentiment is another new AI feature that generates a ‘customer satisfaction’ score based on the user's sentiment during a voice or chat conversation with an agent. The sentiment scores are generated for each chat message or voice utterance and displayed on a real-time chart during the session, along with a running average and color-coded icon. Similar to Conversation Summary, the Consumer Sentiment values are also shown when viewing a historical transcript in the Conversation History, so that the receiving agent can better understand previous interactions with the consumer and to provide a better service experience.

Please review the following video for a brief walkthrough of these new features.

Updates

Conversation History

Note: Conversation History is an optionally configured feature that can be activated by contacting LinkLive Support.

Conversation History allows agents to see previous conversations with a user when the agent accepts inbound phone calls, authenticated chats, or SMS. When the agent accepts these inbound sessions, they are presented with a list of the previous conversations in the Conversations panel. The Agent can click on a previous conversation to see the full transcript of that conversation directly within the Agent Tools panel. If activated, the agent will also see the AI-generated Conversation Summary and Consumer Sentiment score for the previous sessions. Please see the Conversation Summary and Consumer Sentiment descriptions below for more detail.

The conversations shown in the history are dependent on the active conversation type as outlined below. The conversations shown will be for previous conversations with the active hunt group - AND- other hunt groups of which the agent is a member.

• Phone Call Sessions (keyed to phone number)

  • Phone Calls

  • Inbound SMS to the hunt group

  • Voice Mails

• Authenticated Chat Session (keyed to user PID)

  • Authenticated Chats

  • Voice (originated from a chat or VOIP call to the hunt group)

  • Voicemails (originated from a chat or VOIP call to the hunt group)

• Secure Mail: does not show Conversation History

• Non-Authenticated Chat: does not show Conversation History

When accepting the session, the agent is presented with the five most recent conversations with that user. The agent can click the MORE button to search for the next 5 most recent conversations. The overall duration of the conversation history is as follows:

• Phone Call, Voice sessions, Authenticated Chat, Inbound SMS - History is generally available from Q1 2024 onward, depending when your server was updated to store history

• Voicemail and Secure Mail - History is available for the previous two weeks

Build Number: LinkLive.app 24.08.1

Conversation Summary

Note: Conversational Summary is an optionally configured feature that may require additional fees to activate. Please contact the LinkLive Customer Success team for more information and assistance with activation.

Conversation Summary is an AI-generated summary of a voice or chat session. This AI-generated summary is a brief review of the entire session and takes into account both the agent and client communications. The summary is generated during the session wrap-up and can be edited by the agent during the wrap-up time. Once the wrap-up is complete, the summary is stored and displayed to agents in the Conversation History when the user chats or calls the hunt group again. Additionally, the summary is visible to the agent in their Previous Conversation list in the Conversation panel (coming soon).

Build Number: LinkLive.app 24.08.1

Consumer Sentiment

Note: Conversational Sentiment is an optionally configured feature that may require additional fees to activate. Please contact LinkLive for more information and assistance with activation.

Consumer Sentiment is an AI-generated score for the consumer’s sentiment during a session. Consumer Sentiment is scored between -100 (very negative) and 100 (very positive). During the session, each consumer chat or vocal utterance receives an AI-generated sentiment score, which is displayed on a timeline in Agent Tools, so that the agent can see the trend of the conversation. Additionally, a running average is displayed along with a color-coded facial icon. Note that the default calculation for running average weights recent sentiment scores higher than older scores. This is called Weighted Scoring and is the default. Customer Sentiment can also be configured to use Average Scoring where all sentiment values are weighted equally. Additionally, by default, neutral scores for messages like ‘OK, What?, Yes’ are not included in the averages. If desired, Sentiment can be configured to include these. Please contact LinkLive support for updating the Consumer Sentiment configuration.

The score ranges for the facial icon are as follows.

• -100 → -30: Sad

• 29 → 29: Neutral

• 30 → 100: Happy

Similar to Conversation Summary, the final Consumer Sentiment score and facial icon are displayed in Conversation History when an agent taps on the historical session.

Build Number: LinkLive.app 24.08.1

Rename ‘History’ Widget to ‘Previous Conversations’

The History widget in the Conversations Panel has been renamed to be called Previous Conversations.

Build Number: LinkLive.app 24.09.1

Previous Conversations Widgets: File Attachments and Options Menu

The Previous Conversations Widget has been enhanced with a paper clip icon to indicate if a file had been shared during the conversation. Also, users can click on the icon to see Options such as adding the conversation attendees to the current conversation, viewing the conversation transcript, or initiating a voice call or chat session.

Build Number: LinkLive.app 24.09.1

Ability to Hide Secure Mail Compose Button

Some organizations would like to drive consumers to live chat rather than sending new Secure Mail when agents are available in the call center. When this feature is active, the Compose button for creating new emails is hidden if the primary queue (Hunt Group) is online. Note that when the Compose button is hidden, users will still be able to view existing secure mail and reply to them.

Build Number: LinkLive.app 24.09.1

• Numerous performance and bug fix updates

Past Updates

Release Notes History