Aurora Mobile Announces AI-Powered EngageLab LiveDesk, Enabling Expanded Business Innovation
Aurora Mobile has officially released the latest version of EngageLab LiveDesk, an intelligent customer service platform. Utilizing advanced AI collaboration, it transforms customer service from a cost center into a scalable growth engine.
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- 📰 Published: April 15, 2026 at 04:40
- 🔍 Collected: April 14, 2026 at 20:01
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Aurora Mobile Limited (NASDAQ: JG) ("Aurora Mobile" or the "Company"), a leading provider of customer engagement and marketing technology services, announced the official release of the latest version of EngageLab LiveDesk. As an all-in-one intelligent customer service platform integrating global omnichannel connectivity, AI-human collaboration, and smart ticket management, the new LiveDesk leverages advanced AI and data coordination to break down communication barriers. This transforms customer service from a "cost center" into a scalable "growth engine" that drives business innovation.
(Image source: engagelab.com)
01. Overview Page Restructuring: From Data Monitoring to Global Control
The revamped overview page provides real-time statistical processing, offering managers a "bird's-eye view" of overall operations.
Real-Time Status Tracking: For the first time, it supports real-time statistics and historical trend comparisons of active conversations and tickets. Managers can grasp the real-time operational status of Human Agents and the "transfer-to-human rate" of AI Agents at a glance.
In-Depth Traffic Analysis: Users can analyze traffic sources by channel and evaluate efficiency by team. Combined with a 24-hour traffic distribution analysis, precise staffing can be arranged to match peak hours.
Comprehensive Performance Dashboard: It tracks the processing volume, satisfaction rates, and online hours of both AI and human agents in one stop, making all investments visible.
02. Deep AI Collaboration: Both an Accelerator and a Quality Inspector
The new LiveDesk integrates AI directly into the workflow, serving as the "ultimate copilot" for service staff.
Copilot Reply Suggestions: Agents can obtain AI-generated reply suggestions with a single click, allowing even novice staff to provide professional and consistent responses.
Seamless Ticket Conversion: Directly create tickets from conversation content with a right-click. Whether through manual creation or AI-assisted requirement extraction, cross-departmental collaboration efficiency is dramatically improved.
Human-in-the-Loop Quality Assurance: A new feature allows humans to inspect AI responses, with the results synchronized and analyzed in GPTBots. This achieves "zero-error" service while maintaining high efficiency.
Customized AI Optimization: Supports custom prompts, allowing AI to refine responses to match the brand's tone and style.
03. Global Feature Evolution: Breaking Language and Channel Barriers
Designed for cross-border and multichannel scenarios, the new version provides strong foundational support.
Native AI Real-Time Translation: The new two-way translation feature enables the real-time interpretation of customer messages and the accurate translation of agent replies. Language barriers will no longer be an obstacle to global sales.
Intelligent Sentiment and Issue Recognition: Automatically analyzes issue types and sentiment indices via API. Combined with smart sorting based on update times, priorities, and waiting times, you will never miss a key customer.
WhatsApp Marketing Integration: The Message API supports WhatsApp template messages, creating a closed-loop process covering notifications, marketing, and after-sales service.
04. Advanced Cost Management: Making Every Investment Visible
AI Credit Usage Analysis: AI credit statistics have been added to the insights module, allowing companies to understand AI resource consumption and optimize ROI (Return on Investment).
Conclusion:
The ultimate goal of customer service is not simply to "answer questions," but to "drive business growth." Through comprehensive technology utilization, the new LiveDesk empowers customer service teams to reduce operational costs while unlocking greater business value.
About LiveDesk
Omnichannel connectivity, delivering excellence in every interaction.
LiveDesk is an omnichannel intelligent customer service platform provided by EngageLab, a subsidiary of Aurora Mobile.
(Image source: engagelab.com)
01. Overview Page Restructuring: From Data Monitoring to Global Control
The revamped overview page provides real-time statistical processing, offering managers a "bird's-eye view" of overall operations.
Real-Time Status Tracking: For the first time, it supports real-time statistics and historical trend comparisons of active conversations and tickets. Managers can grasp the real-time operational status of Human Agents and the "transfer-to-human rate" of AI Agents at a glance.
In-Depth Traffic Analysis: Users can analyze traffic sources by channel and evaluate efficiency by team. Combined with a 24-hour traffic distribution analysis, precise staffing can be arranged to match peak hours.
Comprehensive Performance Dashboard: It tracks the processing volume, satisfaction rates, and online hours of both AI and human agents in one stop, making all investments visible.
02. Deep AI Collaboration: Both an Accelerator and a Quality Inspector
The new LiveDesk integrates AI directly into the workflow, serving as the "ultimate copilot" for service staff.
Copilot Reply Suggestions: Agents can obtain AI-generated reply suggestions with a single click, allowing even novice staff to provide professional and consistent responses.
Seamless Ticket Conversion: Directly create tickets from conversation content with a right-click. Whether through manual creation or AI-assisted requirement extraction, cross-departmental collaboration efficiency is dramatically improved.
Human-in-the-Loop Quality Assurance: A new feature allows humans to inspect AI responses, with the results synchronized and analyzed in GPTBots. This achieves "zero-error" service while maintaining high efficiency.
Customized AI Optimization: Supports custom prompts, allowing AI to refine responses to match the brand's tone and style.
03. Global Feature Evolution: Breaking Language and Channel Barriers
Designed for cross-border and multichannel scenarios, the new version provides strong foundational support.
Native AI Real-Time Translation: The new two-way translation feature enables the real-time interpretation of customer messages and the accurate translation of agent replies. Language barriers will no longer be an obstacle to global sales.
Intelligent Sentiment and Issue Recognition: Automatically analyzes issue types and sentiment indices via API. Combined with smart sorting based on update times, priorities, and waiting times, you will never miss a key customer.
WhatsApp Marketing Integration: The Message API supports WhatsApp template messages, creating a closed-loop process covering notifications, marketing, and after-sales service.
04. Advanced Cost Management: Making Every Investment Visible
AI Credit Usage Analysis: AI credit statistics have been added to the insights module, allowing companies to understand AI resource consumption and optimize ROI (Return on Investment).
Conclusion:
The ultimate goal of customer service is not simply to "answer questions," but to "drive business growth." Through comprehensive technology utilization, the new LiveDesk empowers customer service teams to reduce operational costs while unlocking greater business value.
About LiveDesk
Omnichannel connectivity, delivering excellence in every interaction.
LiveDesk is an omnichannel intelligent customer service platform provided by EngageLab, a subsidiary of Aurora Mobile.