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A. Mobile Channel(s) with Non Gen AI Chat Suggest (Connecting to an External KB)
High-level workflow In KnowledgeAI™: Add the external knowledge base. Test the CMS integration using the Answer Tester tool. Expose the articles to agents by integrating KnowledgeAI into your Conversation Assist solution, or expose them to consumers by integrating KnowledgeAI into a LivePerson Conversation Builder bot. Add…
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A. Stage Three KPI's and Benchmarks
See below the KPI's and benchmarks that you will want to use to measure the success of Stage Three. Ready to see the reports that will be used to understand these KPI's as well as other metrics? Click here to proceed.
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Always be optimizing your bot design
The best conversational experiences evolve with your users and business. Here is an overview and high level things to remember when it comes to optimizing your bot: Identify team members responsible for monitoring and optimizing your bot. Decide your team’s optimization cadence. Usually the first few months post-launch…
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B. Reports to Use to Measure Your Key Performance Indicators
Content to Come… You have now completed this stage. Click here to discover where to go next.
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Ops considerations for CGP Stage 3
Ops considerations for CGP Stage 3 should align to these best practices, in tandem with expectations set in CGP Stage 1, and CGP Stage 2: The Customer Experience demonstrates the digital adoption of messaging over traditional voice channels and are minimally using legacy channels, if at all. CX targets are consistent…
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Shift from Voice to Digital and Connect Third Party Systems
In this stage, you will supercharge your operational efficiency by shifting more of your conversations from voice to digital channels. You'll also begin connecting third-party backend systems for advanced messaging and automation use cases. Along each stage of the Conversational Growth Paths, we'll help you prepare for and…
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Tuning & Optimization Best Practices
Overview Stats to Review Monthly and After Significant Releases: Containment Intent Match MACS Actions to Take: Review transcripts with unmatched phrases, escalated conversations, or those with low MACS scores. Update training phrases monthly and after significant releases. Important References for Tuning Tuning a…
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Your Chief Information Officer
The Chief Information Officer (CIO) is a cross-functional leader whose primary role is to help your company solve business problems through technology. This role ensures a consistent and frictionless experience across all digital touchpoints in order to meet modern customer expectations and drive business outcomes across…