Transforming Knowledge Management with livepro’s AI-Powered Solutions
As the landscape of customer support continues to evolve, livepro is at the forefront of innovation, empowering organizations with AI-driven solutions that redefine AI knowledge management. Our comprehensive suite of AI features, products, and integrations helps teams deliver fast, accurate, and consistent answers, improving both agent efficiency and customer satisfaction. Here’s a deep dive into all the AI tools livepro currently has to offer (with more on the roadmap!):
1. Luna AI Voice Agent
Meet Luna, livepro’s next-generation AI voice agent, seamlessly integrated with livepro’s AI knowledge management platform. Luna is a highly advanced AI voice agent that sounds just like a real person, designed to deliver voice-based customer service 24/7. This empowers organisations to provide customer service before even connecting to a real human rep, from the exact same single source of truth that your agents use. By combining advanced voice AI with our best-in-class knowledge management software, Luna ensures your customers get the right answers they need—every time without the need to wait for someone to be available to answer their call.
2. Source Documents
Eliminate knowledge silos and harness the power of your existing content with Source Documents. Upload PDFs, Word documents, Excel spreadsheets and PowerPoint files instantly into livepro, making them fully searchable through Lightspeed Search.
- Unleash the power of livepro’s Lightspeed Search to find answers from within your large library of Policies, Procedures and other Company information.
- Instant access to information without re-authoring content.
- Assign knowledge review dates and ownership to maintain accuracy.
- Version history for easy governance.
With Source Documents, livepro becomes your single source of truth for your entire company, reducing the time and frustration in finding documents and then answers throughout your organisation. Let livepro’s AI knowledge management efficiency work for everybody in your organisation.
3. AI Overview
Speed is everything in customer support, and AI Overview is the latest update to livepro providing answers instantly. Users receive AI-generated summaries to questions in natural language. Answers are generated from approved knowledge only, and link back to original articles; allowing agents to confirm details and respond confidently in real-time. Users can provide instant feedback with the thumbs up and down buttons, and the copy button allows for faster workflow in responding to customers. AI Overview enhances the power of AI knowledge management, making it faster and more efficient than ever before.
4. AI Authoring
Crafting professional-grade knowledge articles has never been easier. With AI Authoring, authors can start out with simple or rough content that with a click of a button, is instantly able to:
- Summarize lengthy content.
- Simplify complex text.
- Refine tone and style for a polished, professional finish.
This AI-powered editor accelerates content creation, ensuring your knowledge base is always up to date and easy to navigate—a cornerstone of effective AI knowledge management.
5. Lightspeed Search
At the heart of livepro’s platform is Lightspeed Search, the most intelligent hybrid search engine on the market. Uniquely combining keyword search with natural language, neural and vector processing, it provides:
- Accurate answers, despite any typos or vague queries.
- Answers are prioritized intelligently by AI with relevance scores
- Specifically designed to interact perfectly with GenAI
- An understanding of user intent for enhanced precision.
Lightspeed Search is the ultimate tool for finding answers fast, making it an essential component of any AI knowledge management system.
6. Microsoft Dynamics Copilot Integration
Enhance email workflows and reduce response times with our Microsoft Dynamics Copilot Integration. Email responses are automatically generated based on customer questions, allowing agents to:
- Simply review the auto-created email response for accuracy and tone before approving the pressing send.
- Have the system automatically adjust tone and empathy levels as needed.
- Provide accurate email responses instantly, without the need to change screens or go looking elsewhere.
Case Study: Mitsubishi Motors Australia implemented this integration in just three days, reducing response times from 15 minutes across four programs to just 3 minutes within a single screen—a clear example of the power of AI knowledge management in action. [placeholder text – I need to get the correct stats and info from the video. Just made it up for now.]
7. Genesys Agent Assist
Searching for knowledge is a thing of the past with livepro Agent Assist. livepro Agent Assist is with your agents every step of the way;
- Listening to customers questions in the call in real time or
- seeing the questions in chat or email and
- automatically providing the Knowledge Article that answers the customer’s question in real time – without the agent ever lifting a finger.
Imagine the benefits of a KM system delivering the answer to your Agents without the need to search? Speed to answer, AHT and onboarding times are drastically reduced and the customer is delighted to be dealing with true professionals.
8. PII Redact
Data privacy and compliance are critical in today’s digital AI driven environment, customers are quite rightly demanding organisations handle their private information with the utmost care, in the wake of multiple high profile data breaches. PII Redact uses livepro intelligence to:
- Automatically remove personal identifying information (PII).
- Ensure compliance with regulations like HIPAA.
This feature strengthens the integrity of your AI knowledge management processes while keeping customer data secure.
9. AI Analytics
Gain deeper insights into your team and customer behavior with AI Analytics, the most advanced reporting suite available on the KM market. Features include:
- Pre-built dashboards and customizable templates.
- Reports designed to identify and uncover actionable opportunities.
- Proactive decision-making capabilities to stay ahead of challenges.
Advanced analytics are key to optimizing AI knowledge management strategies and driving continuous improvement.
10. LightspeedAI: Converts lengthy documents into easily consumable answers using GenAI
Accelerate your knowledge base setup with LightspeedAI. This feature is an AI enhanced bulk import tool that allows you to:
- Upload your existing, unformatted or lengthy Word documents in bulk and convert them into contact center and Web-ready answers for any user.
- Hard to follow, internal word documents are transformed into best-practice, collapsible templates that both internal and external users are able to find answers instantly, rather than searching (while the customer is on hold!)
This streamlines the migration process and ensures your knowledge base that provides answer – not hard to understand documents is ready to go in record time, reinforcing a solid foundation for AI knowledge management.
Bonus! Web-Answers: Serve your knowledge to any audience, whether it’s internal or external
- Web-Answers allows organizations to connect their knowledge to their website, and customer-facing channels to allow for straightforward customer self-service from the one single source of truth. Manage one knowledge base, for every audience. Internally to the contact center, externally to customers and enterprise-wide with AI enhanced knowledge and market leading permissions features.
Driving Excellence with AI Knowledge Management
livepro’s AI-powered features, products, and integrations work together to create a seamless and intelligent AI knowledge management ecosystem. By combining cutting-edge technology with a user-friendly platform, we help organizations deliver exceptional customer experiences while empowering their teams.
Ready to see the difference livepro can make for your organization? Contact us today to learn more or schedule a demo. Let’s revolutionize AI knowledge management together.
