Stage Two - Smart Automation Design Considerations

Define your 1st Automation User Journey

Start with the intent

Understand your users, then define your high level conversational journey. Consider the best channel(s) and integrations needed for automation.

Key questions to ask:

Have you analyzed data to uncover reasons for contact, and highest opportunities for automation?
How will your automated experience compliment your larger customer journeys across existing channels (ie your website, your app, your IVR)?
What business KPIs will this design improve?
What use cases are you aiming to automate in which messaging channels, and what will be the best entry, exit and deflection points?
What are the business policies and processes for how your company resolves this intent today? How much of this journey will be completely self-serve, versus saving time for a human agent to complete?
What are the “happy path” journeys in-scope to design for, and what edge cases will need to be considered? Which non-happy paths will need to initially result in human escalation?
Do you have existing phone, email, or agent transcript logs which represent ways users express their intent for this use case today?This will be helpful when you develop your NLU or generative ai prompt, and inform the logic of your dialog design.
What content, integrations, APIs, or SDEs will be needed to achieve this automated experience? Share and discuss API documentation within the conversation design and development team early on in your design process.

Example Outcome:

“This voicebot and sms experience will deflect appointment scheduling calls from our contact center phone agents.
The customer will begin their journey in our IVR.

If they select IVR menu option 3 to start a new sales consultation, this voicebot will first ask them 3 qualification questions.
If the customer qualifies, the voicebot will then ask if they’d like to schedule an appointment via SMS.
If yes, they will be deflected into SMS to complete an in-store booking flow via our appointment scheduler API.

We will include details from their IVR answers as SDE notes in the booking for the local in-store service rep.The SMS bot will also include FAQs in LivePerson’s KAI (Knowledge AI) to answer any other questions they have prior to their appointment.

This will leverage Generative AI to better tailor and personalize answers.
If the customer needs to modify their appointment at a later time, the bot will escalate them to a human for Phase 1.
In Phase 2, we will automate the appointment modification use case if there is demand, and also plan to send proactive appointment reminders via SMS.”

Ready to design for Web, SMS, Apple Messages and other channels? Kindly click here to proceed.