In this stage, you will automate your Top 10 Customer Care Intents and add one API integration to target and automate driver of your contact center volume (e.g. where is my order?)
Along each stage of the Conversational Growth Paths, we'll help you prepare for and execute the work necessary to achieve your full potential at that stage. Be sure to review all of the content in this stage as it will provide both direct instructions on how to implement as well as best practices. Below are some of the things you will learn in this stage,
Stage Two Channels - WHAT'S NEW?
In addition to the channels you launched in Stage One, in this stage, you will also launch:
- Authenticated Web Messaging
- Voice Deflection to SMS & WhatsApp
- Proactive 2 Way Messaging
- QR Codes
Stage Two Capabilities - WHAT'S NEW?
The capabilities within the LivePerson solution are arrayed across the four points of the Conversational Flywheel. Learn more about the Conversational Flywheel here.
In addition to the capabilities you launched in Stage One, in this stage, you will also launch:
- Understand: Analytics Studio
- Connect: QR Codes, Proactive Messaging
- Assist: Skills for Sales & Care Journeys, Queue Prioritization for Sales, Parking Lot & After Hours Bots, Measure CSAT & NPS, Conversation Assist
- Automate: FAQ Routing Bot, KB Bot Creation for Top Intents, API Bot Flow for Top Volume Driver, After Hours Automation, Post-conversation Survey Bot
The Components of Each Stage of the Conversational Growth Path:
Within each stage of the Conversational Growth Path, you can see an overview here of the various components. While we recommend proceeding sequentially in learning how to launch Channels and Capabilities, you can always use this page if you want to "look ahead" to consider items like Operations and Design Considerations as you prepare for launch.
Ready to start on this stage of the Conversational Growth Paths? Click here to proceed.
