What's New?

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.

We’re introducing a new Contacts module in the LiveBank Advisor App, designed to make customer outreach and relationship management even more efficient.

The new module provides advisors with a dedicated view of their customer portfolio, allowing them to quickly identify clients and initiate or continue conversations from a single location.

Expanded Outbound Communication

The Contacts module enables advisors to initiate outbound chats not only with customers they have previously interacted with but also with those who have never had a direct conversation with that advisor. It allows organizations to support proactive engagement models, relationship-building activities, and targeted customer outreach without requiring a prior history of interactions.

Relationship-Based Customer Visibility

The Contacts module can also be integrated with a relationship matrix, ensuring that advisors see only customers assigned to them according to the relationship structures maintained in the institution’s banking systems. This provides a more personalized working environment while supporting internal customer ownership models.

Key Capabilities

• Access to a list of authenticated customers based on the Relationship Matrix
• Quick initiation of outbound communication using the same workflow available in the Cases module
• Clear presentation of customer information, including:
  • Customer name
  • Customer ID
  • Business ID (Company ID), when available
• Flexible sorting options, with the list displayed alphabetically by default and the ability to change the sorting order directly from the interface

Benefit for the Client

Instead of searching across multiple conversations or systems, advisors gain a centralized view of their customer portfolio and a direct starting point for proactive communication. The result is faster outreach, better relationship continuity, and a more efficient customer engagement process.

Agent Business Card functionality allows organizations to present key information about advisors directly within the platform. The business card automatically pulls data from the Users section, including the agent’s name, e-mail address, and phone number, creating a quick and clear profile for client interactions.

Configuration Options

Administrators can control how much information is displayed through two settings:

• • View Agent Details
    (Features → Conversations → Other Parameters)
    When enabled, the business card can display detailed contact information such as the agent’s e-mail address and phone number.

• • Agent Description
    (Features → Backoffice App → Default Settings)
    This option allows agents to present a short personal description visible on their business card.

If both options are disabled, the business card will not be displayed. If at least one of them is active, the business card becomes available in the interface.

Agent Personalization

When the Agent Description option is enabled, agents can add their own short description (up to 150 characters). It allows them to highlight their role, expertise, or specialization.

Client Perspective

From the client’s screen perspective, a dedicated button next to the advisor’s name appears during the conversation. Clicking it opens the agent’s business card with the available details. The client can also save information from the card, such as the phone number or contact details, for future reference.

Benefit for the Client

The Agent Business Card creates a more transparent, personal interaction experience, helping clients easily identify and reconnect with the advisor they spoke to while giving organizations full control over what information is shared.

We’ve added a global configuration parameter that gives organizations full control over file sharing in client conversations.

Two global parameters are now available under Features → Conversations → Other Parameters, and are called “Customer files” & “Agent files.”

Available Parameters

• Allow client to send files – controls whether clients can attach files during conversations.
• Allow agent to send files – controls whether specialists can share files with clients.

Both parameters are On/Off switches, with the default value set to ON, and can be managed from the same configuration section.

How Does it Work?

• ON: The file attachment option is visible and fully functional in the conversation interface.
• OFF: The “Add file” button is hidden, preventing files from being shared in that direction.

Benefit for the Client

Organizations can now manage file exchange policies with greater precision – deciding not only whether clients can send files, but also whether specialists can share them. It provides better alignment with compliance requirements, security policies, or specific interaction scenarios – enabling file sharing only where it makes sense from a business, regulatory, or operational perspective.