SINGAPORE, April 14, 2026 (Globe Newswire) — Aurora Mobile Limited (NASDAQ: JG) (“Aurora Mobile” or the “Company”), a leading provider of customer engagement and marketing technology services, today announced the official release of the latest version of EngageLab LiveDesk. As an integrated, all-in-one intelligent customer service platform Global omnichannel access, collaboration between AI and humans, and Smart ticket managementthe new LiveDesk leverages deep synergies between AI and data to break down communication boundaries and transform customer service from a “cost center” to a scalable “growth engine” for business innovation.
(Image from engagelab.com)
01. Restructured overview: from data monitoring to global control
A revamped overview page upgrades statistical efficiency to real-time processing, giving administrators a “bird’s eye view” of their operations.
- Real-time status tracking: For the first time, the platform supports real-time statistics and historical trend comparisons for active dialogs and tickets. Managers can monitor the real-time availability of human agents and the “human handover rate” of AI agents at a glance.
- Detailed drilldown of traffic: Users can analyze traffic sources by channel and evaluate efficiency by team. Combined with 24-hour traffic distribution analysis, you can accurately allocate personnel to cover peak periods.
- Comprehensive performance dashboard: A one-stop shop for tracking throughput, satisfaction, and online duration for both AI and human agents, ensuring every investment is measurable.
02. Deep AI collaboration: both booster and quality inspection
The new LiveDesk integrates AI directly into your workflow as the “ultimate co-pilot” for your service staff.
- Suggested co-pilot reply: Agents have one-click access to AI-generated recommendations, ensuring professional and consistent communication even with novice staff.
- Seamless ticket conversion: Create tickets directly from conversation content with a simple right-click. The efficiency of cross-functional collaboration, whether created manually or through AI-powered requirements elicitation, has improved qualitatively.
- Human-based quality assurance: The new feature allows humans to inspect the AI’s responses and syncs the results to GPTBot for analysis, ensuring “zero error” service while maintaining high efficiency.
- Customized AI optimization: Supports custom prompts, allowing AI to hone and refine responses according to your brand’s unique tone and style.
03. Evolving global capabilities: Breaking down language and channel barriers
The new version is designed for cross-border, multichannel scenarios and provides strong foundational support.
- Native AI real-time translation: New two-way translation enables real-time interpretation of customer messages and accurate translation of agent responses, removing language barriers in global sales.
- Intelligent emotions and problem recognition: Automatically analyze issue type and sentiment index via API. Combined with smart sorting based on update time, priority, and latency, you’ll never miss out on high-value customers.
- WhatsApp marketing integration: Messaging API now supports WhatsApp template messages, enabling a full-link closed loop from notifications, marketing to after-sales service.
04. Sophisticated cost management: Visualize every investment
AI Credit Usage Analytics: The Insight module now includes AI Credits statistics to help businesses understand AI resource consumption and optimize return on investment (ROI).
Conclusion:
The ultimate goal of our services is not just to answer your questions, but to help you grow your business. The new version of LiveDesk enables customer service teams to realize greater commercial value while reducing operational costs through comprehensive technology enhancements.
About live desk
Omnichannel connectivity, excellence in every interaction.
LiveDesk is an omnichannel intelligent customer service platform from EngageLab (an Aurora Mobile company). We are committed to maintaining uniform, high-quality service standards across all customer touchpoints.
- Human-AI collaboration with unlimited seating: Our AI agents provide real-time responses based on comprehensive customer data and work seamlessly with human agents to ensure quality of service. Unlimited agent seats enable businesses to build a new era of services where AI and humans thrive together.
- Single screen for global connectivity: Whether customers contact you via WhatsApp, LINE, Telegram, Messenger, official website, app, or email, your team can manage all replies through LiveDesk’s single pane of glass interface.
- Accurate matching for efficiency and depth: By offering a dual-service model of live chat and smart ticketing, LiveDesk intelligently matches the best solution to each contact type and strengthens brand loyalty through every interaction.
About Engage Lab
EngageLab is the world’s leading AI-driven customer engagement platform. Leveraging unified user data, EngageLab brings together secure verification, omnichannel marketing, and intelligent support to help businesses achieve full-lifecycle growth with ultimate cost efficiency.
For more information, please contact us below. [email protected]
About Aurora Mobile Limited
Founded in 2011, Aurora Mobile (NASDAQ: JG) is a leading provider of customer engagement and marketing technology services. We are dedicated to providing stable, efficient, and intelligent customer interaction solutions to global enterprises. Leveraging our first-mover advantage in mobile messaging, Aurora Mobile has evolved into a comprehensive platform that integrates omnichannel engagement, AI-driven marketing, advanced AI customer support, and frictionless identity security. Through its flagship brand EngageLab and robust AI infrastructure GPTBots.ai, the company helps companies seamlessly reach customers, automate complex marketing activities, and optimize service efficiency with AI agents, accelerating digital transformation for clients around the world.
For more information, please visit https://ir.jiguang.cn/.
Safe Harbor Statement
This announcement contains forward-looking statements. These statements are made pursuant to the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements can be identified by terminology such as “will,” “expects,” “anticipates,” “future,” “intends,” “plans,” “believes,” “estimates,” “confidence” and similar statements. Among other things, the business outlook and quotes from management in this announcement and Aurora Mobile’s strategic and operating plans contain forward-looking statements. Aurora Mobile may also make written or oral forward-looking statements in its filings with the U.S. Securities and Exchange Commission, annual reports to stockholders, press releases and other documents, and in oral statements made by its officers, directors or employees to third parties. Statements that are not historical facts, including statements regarding Aurora Mobile’s beliefs and expectations, are forward-looking statements. Forward-looking statements involve inherent risks and uncertainties. Many factors could cause actual results to differ materially from those contained in the forward-looking statements, including but not limited to: Aurora Mobile’s strategy. Aurora Mobile’s future business development, financial condition and results of operations; Aurora Mobile’s ability to attract and retain customers; Ability to develop and effectively market data solutions and penetrate existing markets for developer services. our ability to transition to a new advertising-driven SAAS business model; our ability to maintain or enhance our brand; competition from current or future competitors; Ability to continue accessing mobile data in the future. Data privacy and protection laws and regulations. general economic and business conditions worldwide and in China and assumptions underlying or related to any of the foregoing; Further information regarding these and other risks is contained in the Company’s filings with the Securities and Exchange Commission. All information provided in this press release and attachments is current as of the date of this press release, and Aurora Mobile undertakes no obligation to update such information except as required by applicable law.
For more information, please contact us below.
Aurora Mobile Limited
Email: [email protected]
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Mr. Su Xiaoyan
Phone number: +86-10-5900-1548
Email: [email protected]
A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/54f8684f-ed0d-444d-b9d1-a0f41e60a522.
