We’re introducing an entirely new way to manage customer conversations in LiveBank. With Parallel Conversations, organizations can now decide how customer interactions are structured, creating dedicated communication channels for different advisors, teams, or business areas.

Unlike the traditional conversation model, Parallel Conversations allow multiple independent relationships to coexist between the same customer and the organization. Each conversation has its own history, visible only to the advisors assigned to that specific relationship.

Two Interaction Models, One Platform

LiveBank now supports two conversation models:

• Shared Conversation History – the traditional approach, where every authorized advisor handling the customer has access to the complete conversation history, regardless of who participated in previous interactions.
• Parallel Conversations – a new model where each customer-advisor or customer-team relationship maintains its own dedicated conversation history, isolated from all other interactions.

It gives organizations complete flexibility to choose the interaction model that best matches their customer engagement strategy.

A New Level of Relationship Management

Parallel Conversations unlock entirely new business scenarios. For example, a premium banking customer may have:

• a dedicated conversation with their personal investment advisor,
• a separate conversation with an insurance specialist,
• and another conversation with the contact center for day-to-day service requests such as payment cards or account operations.

Each relationship remains completely independent, ensuring that advisors only see the conversation history relevant to their role and area of responsibility.

Privacy by Design

Conversation history is strictly isolated within each relationship. Advisors working in one communication channel cannot access conversations from another unless they are explicitly part of that relationship. It creates a clear separation of business contexts while improving confidentiality and reducing information overload.

Benefit for the Client

Parallel Conversations transform LiveBank from a single communication channel into a relationship-driven engagement platform. Finance companies can now design personalized customer journeys, separate advisory contexts, and provide dedicated service experiences, all while maintaining complete control over conversation visibility and history.

To provide greater visibility and governance over AI-powered interactions, we’ve introduced a dedicated Chatbot Team within the LiveBank team management structure.

Available under Settings → Personnel → Teams, this system-managed team automatically assigns the chatbot as an Agent within the back-office environment. As a result, Supervisors and Auditors can monitor chatbot activity using the same familiar tools and workflows they already use to oversee teams of human agents.

How Does it Work?

The Chatbot Team is a special system team with predefined characteristics:

• Team Name: Chatbot Team
• Team Key: Chatbot Team
• The name and key are system-defined and cannot be modified
• The team cannot be deleted
• The chatbot is automatically assigned as an Agent within the team

Unified Supervision and Monitoring

The Chatbot Team appears alongside all other teams in the standard team management view, allowing Supervisors and Auditors to access chatbot-related activities through a familiar interface. Team information is presented in the same format as other teams, including the number of assigned members, supervisors, and auditors.

Benefit for the Client

As AI becomes an increasingly important part of customer engagement, organizations need the same level of visibility and governance they already have for human-operated interactions. The Chatbot Team provides a centralized and transparent way to supervise chatbot activity, simplifying audits, operational oversight, and day-to-day management of AI-driven customer conversations.