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A. Account Setup - CRM Integrations
LP Anywhere For Salesforce The LivePerson Conversational Cloud Connector for Salesforce is a powerful tool that unifies the agent workspace experience for brands using Salesforce. It allows agents to seamlessly accept and manage conversations from various messaging channels, all within the familiar Salesforce interface.…
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A. Segmentation by Intent and Skill
Retrieves messaging conversation related metrics at the skill level. This method returns data on metrics which are calculated for each skill separately. The logic behind these metrics is based on segments of Messaging conversations, since one conversation can potentially go through many different skills in its lifetime. A…
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B. Co-pilot (Generative AI)
Not ready to make use of Generative AI and LLMs? No problem. You don't need to incorporate these technologies into your solution. The choice is yours: Use Conversation Assist with or without Generative AI. If you’re using Conversation Assist to offer answer recommendations to your agents, you can offer ones that are…
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B. CRM Integration to Retrieve Account Information
Agents often need to access external systems while they are working in the agent workspace, and to do so, they need to open additional tabs or browsers. Now, you can integrate external systems right into the agent workspace, allotting them their own widget next to the standard widgets. The integration allows you to…
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C. Smart Ticketing
Widget functions I. Search capabilities a. Search categories (QA engineer to do Demo and description, Dev to do technical details how to do schema for search) User has ability to perform search for contact by name, email, phone number, case number: To perform a search user has to select one of the categories, enter keyword…
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The Capabilities You Launched in Previous Stages
Please review the documentation for the Capabilities listed below to validate that you have activated each of these. 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 confirm you've…