What's New?

We’re expanding the language options available for agents in the LiveBank application. Alongside existing versions, French and Spanish are now supported, enhancing our platform’s multilingual capabilities and helping organizations serve customers in their preferred language. 

After logging in, each specialist can choose the language of the application interface, adjusting it to their daily workflow. To keep things simple and consistent, the available language options are defined at the organization level – meaning that administrators decide which versions are visible to their teams. 

Benefit:
A more inclusive, flexible, and globally ready experience for both agents and customers – without the confusion of unnecessary language clutter.

We’ve added a brand-new Team Meeting Calendar designed especially for Supervisors, giving them full visibility and control over upcoming meetings scheduled by or for their team members.

Key capabilities: 

• View all meetings related to supervised teams in a chronological list, starting from the current day. 
• Modify upcoming meetings – Supervisors can reassign the responsible advisor with just a few clicks. When a meeting is reassigned, the system automatically: 
  • Sends an email notification to the newly assigned advisor 
  • Updates audit details (Modified by, Last updated date) 

Smart filtering & search
Supervisors can quickly locate meetings using filters by team or search by agent name, making large schedules easy to navigate. 

Benefit: Real-time visibility and flexibility in managing team meetings. Supervisors gain a single, organized view to coordinate workloads, ensure proper coverage, and react fast when changes are needed. For example, an advisor is ill and won’t show up for work, despite having scheduled appointments. By changing the assigned advisor, SV ensures continuity of service, allowing the client to benefit from the established schedule. 

See other new features we’ve recently introduced to LiveBank.

We’re expanding LiveBank with two new options that give organizations more flexibility in managing conversations and automation. 

1. Automatic Call Transcription – with rules you control
   In the admin panel you can now define when and how call transcriptions are created. You may set rules for specific types of interactions to be transcribed automatically, or let the specialist decide to activate transcription during the call. This ensures compliance and insight where it matters, without overloading processes where transcription isn’t needed. 
2. Chatbot Scheduling and Traffic Management
   A new option in the control panel makes chatbot usage even more adaptable. Organizations can now: 
   • Define hours when the chatbot is active.
   • Decide what percentage of customer interactions go first to the bot, and what share is routed directly to live agents. 

This means more granular control over automation – adjusting chatbot presence to business hours, customer preferences, or seasonal peaks. 

Benefit: Greater efficiency and flexibility. Automation works when and where it adds the most value, while specialists step in exactly when they’re needed. 

We’ve added a new option in LiveBank that lets a specialist, during an active audio or video call, invite another agent directly into the same conversation. The only requirement is that the invited agent must be in a ready status to take the call.

No need to transfer or restart the session. You can seamlessly bring in the right expertise at the moment the client needs it.

Example:

A client discussing a mortgage has additional questions about investment offers. Instead of ending the call and redirecting them, the advisor instantly adds an investment specialist to the meeting. The client’s extra questions are answered on the spot, and once the matter is clarified, the first advisor can leave, handing over the conversation smoothly.

The result:

With fewer interruptions and faster responses, the client experience becomes more natural and connected. The overall service level is elevated, allowing clients to find more answers within a single conversation.