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A. The Capabilities You Launched in a Previous Stage
You may review the documentation for the Capabilities listed below to validate that you have activated each of these as Channels. This quick check ensures you've completed the necessary steps before moving on to the next section. Capabilities Already Launched: Review the documentation for each capability listed below to…
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B. Analytics Studio
Introduction Enterprises that have undergone a digital transformation, or who are planning one, understand that their data is their most valuable asset. Most enterprises list bad customer experience as their reason for leaving a service behind. It has become critical for brands to harness, harvest, and analyze their…
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A. The Capabilities You Launched in a Previous Stage
Please review the documentation for the Capabilities listed below to validate that you have activated each of these as Channels. This quick check ensures you've completed the necessary steps before moving on to the next section. Capabilities Already Launched: Review the documentation for each capability listed below to…
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B. Proactive Messaging
The LivePerson Proactive Messaging tool 2.0 allows brands to initiate conversations with consumers by sending outbound messages via SMS, WhatsApp, Google RCS and the In-app Messaging channel. Once the consumer responds, it creates a 2-way conversation within the Conversational Cloud platform. This enables brands to…
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A. Queue Prioritization for Sales
Queue prioritization focuses agent resources on the conversations that matter most. It allows brands to efficiently allocate staffing resources and better handle incoming messages by prioritizing conversations in the queue based on importance. Benefits of queue prioritization Handle more conversations - By prioritizing…
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B. Parking Lot Bot/Hold Bot for Queries Sent After Hours
This document serves as a comprehensive guide to understanding and implementing the Queue Cleanup (QCU) Solution for brands at Liveperson. The QCU Solution aims to address the issue of unassigned conversations waiting in queues for prolonged periods, leading to inactive consumers and inefficiencies in resource utilization.…
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C. Measuring Human CSAT/NPS
What's a post-conversation survey bot? A post-conversation survey bot is a bot that is triggered at the end of a conversation with an agent or custom bot. You can use it to obtain feedback from the consumer on the consumer's experience with your brand. A survey bot is a great way to measure agent/bot and skill performance…
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B. FAQ Routing Bot
To get started, you need to direct traffic to a routing bot. Your setup is different depending on how you configure your bot. There are three options: Use the Conversation Orchestrator Dynamic Routing bot if you are setting up routing for the first time, or if you don’t mind setting up a new routing or concierge bot. This…
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C. FAQs/Knowledge Base Creation for top 10 intents
Got an external KMS or CMS? Looking to take advantage of LivePerson AI (AI Search and/or intents) to find and retrieve matched articles? If you answered Yes to both, skip to the Integrating CMS or KMS section of the document. On the other hand, if you want to use the query and answer API of your KMS/CMS, skip to the…
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D. Conversation Assist (Non Generative AI)
Are your customer service agents feeling overwhelmed by the volume and complexity of customer inquiries? Imagine having a knowledgeable assistant by their side, suggesting relevant responses and actions in real-time. That's where Conversation Assist comes in. What is Conversation Assist? Conversation Assist is a powerful…