Artificial Intelligence (AI) is revolutionizing the way businesses operate, elevating efficiency and enhancing customer experience. AI improves work efficiency and also enables real-time, personalized customer experiences, leading to increased satisfaction and loyalty. LiveAgent offers advanced AI features aimed at empowering businesses and optimizing customer interactions.
To utilize our AI features, it is required to integrate your account with an AI provider that supports the AI functionalities you're interested in. See the list of available providers.
AI Chatbot
An AI-powered chatbot automates customer interactions, improves response times, and reduces agent workload. Our LLM utilizing chatbot trained on your data is capable of handling various frequently asked and advanced questions, escalating complex queries, and offering multilingual support.
How the Chatbot works
The AI Chatbot feature enhances your customers' chat experience by initially connecting them to your AI bot. This not only provides immediate responses but also assists in filtering queries before reaching a human agent. A chat with your AI chatbot can be initiated from your regular chat button, it is not required to create any new special widgets.
Chats with the chatbot can also be handed over to a human agent. Agents can see & review all chatbot chats and therefore they can intervene whenever required. The visitor also has the option to request a chat with a human agent. The transition of the chat from the chatbot to a human agent is smooth and does not interrupt the chat for the visitor. Both the support agent and the visitor have access to the history of the conversation with the chatbot within the same chat window/ticket.
Read more about our Chatbot feature in this article.
AI Answer Composer
The Answer Composer feature transforms support workflows by empowering agents to craft polished, context-aware replies at the click of a button. By analyzing the ticket's messages, it instantly generates a draft response that captures the right context and tone. Agents can fine-tune each message by adjusting its style—Casual, Neutral, or Business—or by adding custom instructions for a truly personalized touch. Within moments, a complete, professional draft appears—ready to send or refine further into the perfect reply.
How the Answer Composer works
The Answer assistant feature allows you to generate professional responses to customer queries. It populates ticket's messages into context to provide accurate and correct answers. You can set the formality level (casual, neutral, or business) for the generated response, and optionally give the AI additional instructions on how to formulate the answer or what to include in it.
After the answer is generated, the Answer Improver window seamlessly opens with the prepared response. If you are satisfied with the result, click the "Use in ticket reply" button to pass the draft response to the ticket answer editor, from where you can send it right away. If the draft doesn't meet your expectations, you can further modify it either by rewriting it manually, or by using the functions of the Answer Improver.
Read more about our Answer Composer feature in this article.
AI Answer Improver
Elevate your support dialogue with Answer Improver, a refined tool crafted to polish and perfect agent replies with precision. After you generate a draft reply (or start with your own message), Answer Improver takes over: you pick the tone (Casual, Neutral or Business) and then apply one of the preset functions—Improve, Extend, Simplify—or feed the AI your own custom instructions for tailored refinement.
How the Answer Improver works
The Answer Improver feature allows you to generate professional responses to customer queries or enhance your answer drafts based on provided instructions. It enables you to generate or refine a response by setting the formality level (casual, neutral, or business), and either applying one of the three predefined functions (Improve, Extend or Simplify) or defining your custom instructions. The feature stores every version of the generated draft response, allowing you to choose the best proposed answer at any time.
Read more about our Answer Improver feature in this article.
Ticket Summary
The Ticket Summary feature uses AI to generate a concise summary of a ticket's entire conversation history. Agents can generate or refresh a summary directly from the ticket at any time, so they can quickly understand the context without reading every individual message. When new messages arrive after a summary was generated, it is marked as outdated so agents know to refresh it.
Read more about Ticket Summary in this article.
AI Agents
The AI Agents feature lets you define reusable AI-powered agents and trigger them automatically on tickets through LiveAgent's automated rules engine. Once an AI agent is configured, you attach it to a rule so that matching tickets are processed automatically — tagged, routed, summarized, or resolved — without manual intervention. Each agent is backed by a FlowHunt flow that defines the logic and tools the agent can use. A budget is assigned to each rule action to control monthly credit usage.
Read more about the AI Agents feature in this article.
MCP Integration
LiveAgent exposes a built-in MCP server (Model Context Protocol) that lets you connect external AI tools — such as Claude Desktop, Cursor, or claude.ai — directly to your account. Once connected, those tools can read ticket data, manage knowledge base content, and perform actions under your agent identity and permissions. You can authenticate using a Bearer token generated in your profile, or via OAuth 2.1 for a seamless, token-free connection flow.
Read more about MCP Integration in this article.