This document serves as a comprehensive reference guide for LivePerson Conversational Cloud's architecture. Whether you're integrating niche bots, designing intricate messaging flows, or empowering agents with AI assistance, this resource provides the technical details you need to unlock the full potential of the platform.
This reference architecture document empowers you to build a customized and powerful conversational cloud solution that delivers exceptional customer experiences.
Conversational Flywheel™
The Conversational Flywheel™ focuses on four core pillars:
- Understand: Capture and analyze customer intents through various channels.
- Connect: Integrate communication channels and internal systems for seamless interaction.
- Assist: Equip agents with the tools and intelligence to provide efficient and personalized support.
- Automate: Leverage automation to streamline repetitive tasks and enhance overall productivity.
And we have a whole host of powerful features and capabilities for you to leverage and each stage of your conversational journey, from conversational intelligence to channels and integrations, to agent-facing tools and automations to consumer-facing AI.
LivePerson Marketecture
LivePerson Conversational Cloud empowers businesses to deliver exceptional customer experiences through a robust and comprehensive marketing architecture. This document provides an overview of the key components that orchestrate seamless interactions across various channels.
LivePerson's Winning Edge:
- Agent Workspace: This industry-leading workspace empowers over 500,000 agents daily with a unified platform for exceptional customer service, further enhanced by AI for improved productivity.
- Conversation Intelligence: Gain a holistic view of business operations across messaging and voice channels with LivePerson's omni-channel analytics. Additionally, uncover valuable customer insights through GenAI analysis of conversations.
- Enterprise AI: LivePerson's robust Conversational AI platform, built on 7 years of AI investment, empowers businesses with automation through bots, knowledge-based recommendations, and intelligent routing.
- Powerful Orchestrator: LivePerson's orchestration engine facilitates advanced routing, seamlessly integrates multiple AI systems, and leverages consumer data for personalized interactions.
Digital Transformation with LivePerson Conversational Cloud®
LivePerson Conversation Cloud empowers you to embark on your digital transformation journey with an iterative approach. There's no need to overwhelm yourself by deploying everything at once. Here's how you can get started:
- Phase 1: Build the foundation with messaging, AI features, and unified workspace.
- Channels:
- Automation:
- Routing
- FAQ
- Post conversation survey
- CRM integration:
- OOTB SF widget OR Smart Ticketing for other CRMs
- Data:
- Report Center
- OOTB Dashboards
- Phase 2: Expand channels, leverage automation, and empower agents with AI.
- Channels:
- IVR Deflection
- In-App
- SMS, AMB
- Automation:
- Voice bot (for IVR deflection)
- Expanding adding additional intents
- Expanding automation into new added channels
- Gen AI
- Agent Assist
- 3rd party AI - 3rd party connectors
- Tools:
- Data:
- Data APIs:
- Operational Data APIs
- Messaging Interactions API
- Agent Metrics API
- LP APIs:
- Brands who start building on their side
- Phase 3: Personalize journeys, utilize GenAI for advanced experiences, and gain deeper insights.
- Channels:
- Continue expanding channels into new LOBs
- Continue expanding into additional channels
- Automation:
- Voice bots
- Expanding - additional intents and integrations
- Expanding - agent assist intents and use cases
- 3rd party AI - Agent assist with 3rd party AI
- Tools:
- FaaS - Expanding into additional use cases
- Dynamic Routing - Expanding
- LP APIs:
- Expanding into additional APIs - Brands who continually build on their side
- Data:
3rd Party Bots Architecture
LivePerson Cloud lets you add your own custom bots for a powerful Customer Experience (CX).
- Pre-built connections for top bot providers.
- Custom connectors for unique AI engines or bots.
- LivePerson Orchestration Layer: blends bots with LivePerson features for a seamless experience.
- Web chat & automation (routing, FAQ): boost efficiency.
- CRM integrations (Salesforce, etc.): simplify data management.
- Data & insights: gain valuable customer intel.
Unleash the full potential of CX with 3rd party bots in LivePerson Cloud.
Detailed Messaging Flow Architecture
Craft engaging customer journeys with LivePerson Cloud's architecture:
- Conversation Builder: Drag-and-drop interface for easy flow creation.
- Intent Management: Routes conversations based on customer intent.
- Channel Connectors: Connect to popular messaging channels (SMS, WhatsApp, etc.).
- Bots & Automation: Automate tasks with messaging bots and features like dynamic routing.
Advanced Features:
- Agent Workspace: Unified platform for managing conversations (with AI assist).
- Brand Integrations: Integrate existing systems and automate workflows.
- 3rd Party AI: Connect popular AI providers (Watson, etc.) for a hybrid approach.
- Reporting & Analytics: Gain insights with reports and analytics.
Design powerful messaging flows and keep customers engaged.
Front Channel Connectors Architecture
LivePerson Cloud connects you to customers on their terms:
- Popular Apps: Connect with Facebook Messenger, Apple Message, Google Messenger & more.
- SMS: Reach them via text with the Twilio connector.
- Custom Channels: Build your own using the Connectors API.
Secure connections & connectors ensure a seamless experience.
Integrating Niche Bot Platforms with Custom Connector Architecture
LivePerson Cloud offers two approaches to integrate niche bot platforms with custom connectors:
1. Custom Endpoint Approach:
- Direct communication between user, LivePerson, and brand services.
- Brand builds custom logic (orchestration layer) for data exchange.
- Ideal for complex integrations requiring deep control.
2. FaaS (Function as a Service) Approach:
- Leverages LivePerson's standard layer for easier setup.
- Brand develops custom FaaS connector for niche bot interaction.
- Faster implementation for simpler integrations.
Choose the approach that best fits your needs and unlock the power of niche bots with LivePerson Cloud.
Custom Messaging Window Architecture
Craft customized experiences with LivePerson Cloud's messaging window architecture:
- Channels: Integrate seamlessly with web messaging.
- Automation: Streamline interactions with routing, FAQs, and post-conversation surveys.
- CRM Integration: Simplify data management with out-of-the-box Salesforce widget or Smart Ticketing.
- Data & Insights: Gain valuable customer intel through reports and dashboards.
Design custom windows and optimize every interaction.
Voice Integrations Architecture
LivePerson Cloud seamlessly integrates voice into your Customer Experience (CX):
- Connect: Consumers use CPaaS providers to connect with LivePerson Voice.
- Understand: AI analyzes voice input and routes to bots or agents.
- Respond: Leverage Knowledge AI and TTS/STT for efficient responses.
- Manage: Route calls, analyze interactions, and gain insights.
Unified CX across voice and other channels.
Single Pane of Glass Agent Workspace Architecture
LivePerson Cloud's Agent Workspace empowers agents with a unified experience across channels:
- Single Pane of Glass: Manage all interactions (voice & digital) from a single platform.
- Seamless Integration: Integrates seamlessly with Amazon Connect for voice calls.
- Real-time Data: Access call events, audio/video streams, and agent data in real-time.
- Agent Assist: Leverage AI-powered assistance for improved efficiency.
Boost agent productivity and deliver exceptional customer service.
LP Conversational & Generative AI Features & Process Flows
LivePerson's AI cuts through the complexity and cost of building your own. Get:
- Seamless communication with prompts and your data.
- Millions saved compared to in-house development.
- Pre-built features for optimal performance, knowledge access, insights, and more.
- LivePerson Cloud integration for agent assist, summarization & more.
- 3rd party LLM integration for a connected ecosystem.
Explore details in the appendix slides. Deliver exceptional experiences with LivePerson AI.
AI Agents
LivePerson's Generative AI agents tackle common contact center challenges:
- Routing AI: Intelligently routes customers to the right agent using LLMs for efficient handling.
- Knowledge AI: Integrates your knowledge base for informed responses and faster issue resolution.
Flexibility & Efficiency:
- Oversee or Automate: Choose agent oversight for complex interactions or full automation for efficient data handling.
- Seamless Integration: Works independently or alongside your existing NLU and third-party bots.
LivePerson AI Agents: Reduce Costs & Improve Customer Satisfaction.
Orchestration
LivePerson's Conversation Orchestrator streamlines your customer experience:
- Dynamic Routing: Real-time data assigns the perfect resource - bot or agent - for each interaction.
- Seamless Transitions: Switch smoothly between AI & human agents for optimal support.
- AI When It Matters: Ensure AI assistance adds value at every touchpoint.
- Adaptability: Respond instantly to changing customer needs and market demands.
- Centralized Logic: Pre-built policies guide efficient routing with zero development effort.
Deliver a smooth, efficient, and exceptional customer journey.
CoPilot: Summary
LivePerson's Conversation CoPilot empowers your agents with AI summaries:
- Concise Conversation Insights: Gain key details from past interactions (questions, issues, resolutions) using LLMs.
- Improved Agent Efficiency: Get up to speed instantly with context at handoffs (bot-to-human or vice versa).
- Enhanced Customer Experience: Eliminate repetition and speed up resolution times.
CoPilot: Your secret weapon for smoother agent transitions and happier customers.
CoPilot: Rewrite
LivePerson's Conversation CoPilot elevates agent interactions within the workspace:
- Clear & Professional Communication: Copilot Rewrite instantly refines agent messages for clarity and professionalism, ensuring exceptional customer experiences.
- Boost Agent Productivity: Automate message editing, freeing up valuable time for agents to focus on complex issues.
- Increased Customer Satisfaction: Deliver professional and concise communication, leading to happier customers.
CoPilot Rewrite: Your secret weapon for efficient and professional agent communication.
CoPilot: Assist
LivePerson's Conversation CoPilot Assist equips agents with real-time support:
- Instant Answers: Get suggested responses based on your knowledge base, website content, and more.
- Contextual & Relevant: Recommendations match the specific customer interaction.
- Increased Productivity: Spend less time searching and more time helping customers.
CoPilot Assist: Empower your agents and boost their efficiency.
Generative Insights
LivePerson's Generative Insights unlocks valuable customer insights in minutes:
- Effortless Analysis: No more hours of manual data crunching.
- LLM-powered Insights: Leverage AI to identify key topics and concerns from customer conversations.
- Actionable Intelligence: Prioritize automation development based on real customer needs.
Generative Insights: Transform conversations into actionable intelligence.
Voice Agent Assist
Unify Your Contact Center with Confidence
LivePerson and Avaya combine forces to deliver a best-in-class omnichannel contact center solution. Leverage the strengths of both platforms for a smooth and low-risk digital transformation journey.
Avaya's Expertise:
- Proven track record in enterprise voice contact centers.
- Largest on-premise footprint globally.
- Seamless integration with other leading solutions.
LivePerson's Digital Powerhouse:
- Established leader in digital contact centers.
- Robust orchestration layer for seamless integration with various systems (CDPs, CRMs, Ticketing etc.).
- Feature-rich agent workspace for enhanced productivity.
- Unified analytics with Voice Analytics integration coming soon.
Unlocking Omnichannel Excellence:
- Unified Agent Workspace: Manage all interactions (voice & digital) from a single platform.
- Digital Transformation Made Easy: Leverage Avaya's voice expertise while adding LivePerson's digital capabilities (orchestration, workspace, agent assist, analytics).
- Voice Analytics (Coming Soon): Gain valuable insights from voice interactions.
- Automated Workflows: Utilize voice data to build automations for improved efficiency.
- Intelligent Agent Assist: Empower agents with real-time voice transcripts and AI-powered recommendations.
Phased Implementation for Success:
- Voice Analytics: Gain insights into your voice interactions (available soon).
- Automation & Voice AI: Leverage voice data to streamline workflows and build AI-powered solutions.
- Agent Assist: Enhance agent efficiency with both messaging and voice-based assistance (Agent Assist for voice coming in August).
Embrace the future of contact centers with Avaya and LivePerson.
Explore further specific functions and architecture in the detailed slide deck:
Topics | Slide Number |
|---|
3rd Party Bots Architecture | 13 |
Detailed Messaging Flow Architecture | 15 |
Front Channel Architecture | 17 |
Integrating Niche Platforms with custom connector Architecture | 19 |
Custom messaging Window Architecture | 21 |
Voice Integrations Architecture | 23 |
Single Pane of Glass Agent Workspace Architecture pen_spark | 25 |
LP Conversational & Generative AI Features & Process Flows | 27 |
AI Agents | 33 |
Orchestration | 38 |
CoPilot: Summary | 41 |
CoPilot: Rewrite | 44 |
CoPilot: Assist | 47 |
Generative Insights | 50 |
Voice Agent Assist | 53 |
For a more comprehensive understanding of the above listed topics and its implementation architecture, please refer to the accompanying slide deck for detailed information and visual representations.
The slide deck offers an in-depth exploration of the framework and its potential to empower your business through exceptional customer experiences.
File Size18 MB Download Reference Architecture.pptx
