What's New?

LiveBank has been implemented at Bank Millennium to enhance and expand its remote customer service capabilities within an omnichannel model. The solution enables real-time online sales, advisory, and service processes powered by video communication, chat, screen sharing, and secure document exchange – all without losing the human, relationship-driven nature of customer interactions.

The platform has been designed for gradual implementation and scalable growth across financial institutions. LiveBank allows banking advisors to schedule online meetings and then operate through a new channel integrated directly into online and mobile banking. This model ensures a seamless transition between customer touchpoints throughout a single process.

LiveBank operates in a Software as a Service model on cloud infrastructure. Its cloud architecture provides high availability, flexibility, and the ability to further develop the platform as the scale of remote service channels grows.

“LiveBank is designed as a platform that enables financial institutions to develop remote customer service in a secure, scalable, and compliant way. Our solution helps create a seamless omnichannel experience without losing the human touch,” emphasizes Ireneusz Liberacki, General Manager of LiveBank at Ailleron S.A.

The LiveBank platform meets the financial sector’s security and compliance requirements. All components are developed in line with current regulations, and the platform undergoes regular security audits, penetration testing, and independent system resilience assessments.

LiveBank also enables the platform to be extended with AI-powered tools that support advisors and enhance the quality of customer interactions. These modules are optional components that can be introduced based on each financial institution’s needs and internal AI readiness.

“LiveBank is built as a future-ready technology platform that enables financial institutions to leverage advanced AI tools supporting advisors in their daily work and elevate the quality of customer service. Our AI Assistant – including features such as AI Helper and AI Prompter – operates in a controlled environment, ensuring full data governance and regulatory compliance, while reducing response times and enabling more precise answers,” adds Ireneusz Liberacki, General Manager of LiveBank at Ailleron S.A.

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.