What's New?

We’ve introduced two practical improvements that make day-to-day administration of the LiveBank platform even more efficient.

Activating Users Without Deleting Them

The newest improvement allows organizations to preserve user configuration and history while quickly controlling access to the platform.

Deactivating Case Topics

We’ve also added the ability to deactivate case topics within the cases configuration.

Instead of deleting topics that are no longer needed, administrators can simply mark them as inactive. Deactivated topics are automatically hidden from agents, helping keep case selection lists clean and up to date while preserving existing configuration and historical data.

Benefit for the Client

These enhancements provide administrators with greater flexibility in managing users and business configuration. Rather than removing data, organizations can easily turn off elements that are no longer in use, temporarily or permanently, reducing administrative effort while maintaining system integrity and historical consistency.

We’ve redesigned the way virtual backgrounds are managed in the new version of LiveBank, giving organizations greater control over the visual experience of audio and video interactions.

Instead of allowing individual background management, virtual backgrounds are now centrally administered by system administrators. This ensures a consistent and professional appearance across the entire organization while still giving advisors the freedom to personalize their workspace.

Centralized Background Library

Administrators can now upload and manage up to 20 approved virtual backgrounds, creating a curated library available to all advisors. Now finance companies can easily prepare branded backgrounds for different business units, campaigns, or customer segments while ensuring that only organization-approved images are available for selection.

Personalized Experience for Advisors

Advisors can choose their preferred background from the centrally managed collection using a dedicated settings section within the LiveBank application. Once selected, the background is automatically remembered and remains active until the advisor decides to change it.

Default Background Support

Administrators can also designate a default virtual background for the organization. This background is automatically assigned to new users and remains active until they select another option from the available library, ensuring every advisor starts with a professional, company-approved appearance from day one.

Benefit for the Client

The new centralized background management combines governance with flexibility. Organizations maintain full control over visual branding and compliance, while advisors can still choose the background that best fits their role or working environment. The result is a more consistent customer experience, simplified administration, and a polished, professional look across every video interaction.

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.