What's New?

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.

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