Announcing Live Assist for Microsoft Dynamics 365 Product Roadmap

We are pleased to announce that our strategic partnership with LivePerson has enabled us to add a number of new features and services to our product roadmap!

What are we working on in Q1 2023?

Chat & Messaging - Annual DevOps/QA/Security Review

• Annual review of developer operations and QA processes
  
• Focus on system wide stability and reliability
• Penetration tests review - Completed

Messaging & Conversational AI - General Availability - Available now!

• Our new Agent Widget for Messaging along with Messaging engagements for all channels will be available for existing customers and new customers/trial users of the new Messaging platform
• Social connect support will be generally available to customers on the new Messaging platform
• Conversation Builder bots will be generally available to customers on the new Messaging platform
• Intent manager will be generally available to customers on the new Messaging platform
• We will continue to support customers who use Chat engagements and the Chat widget
• Messaging engagements (including Authenticated engagements) will be supported by our iOS and Android mobile SDKs
• New Dynamics CRM package for download from AppSource, to support Messaging
• New CPI Usage Reporting in Admin Portal (What is 'cost per interaction billing'?)

Voice & Video - Improvements - Rolling out from 24th Jan

• Featuring an updated and improved user experience for V&V escalation
• Enhancement will be applied to both Chat & Messaging platforms

Professional Services

• We have a professional team of experienced bot builders, intent tuners and consultants that are available to help make your bot and AI project successful - please reach out to our sales team for more info

What was delivered in Q4?

Messaging Preview - Bug fix cycle

• Early access to our new Agent Widget for Messaging for existing and new customers
  • A new embedded Dynamics 365 widget for Web Messaging (What is Messaging?)
  • Support for asynchronous, resumable conversations
  • Language translations for agent widget UI to match Chat product
  • New Model Driven Dynamics app for LAD365 Settings
• SMS & Social Messaging Channel Connectors*
  • Integrate popular 3rd party channels like Twilio SMS, Email, FB Messenger, Instagram, Twitter, WhatsApp and more
  • Agent side indicators to differentiate messaging channels above
• Messaging data integrated into Dynamics
  • Conversation history and metadata stored in your own Dynamics 365 environment
• Initial support for USD Desktop client
  • Embedded Agent Widget for Messaging, compatible with Unified Service Desk (USD)

• New Manager workspace for Messaging Agent Managers
  • Actively supervise key metrics like Queue length, CSAT levels and Agent utilization/efficiency in real time
  • Join conversations, transfer to another skill or close as needed
  • Search, filter and view current and previous conversations

• Conversation Builder
  • Create your own bots using an interactive no-code/low-code dialog builder (What is Conversation Builder?)
  • Select from a library of pre-built, industry specific automations
  • Create intelligent pre conversation surveys
  • Track and monitor bots just like any other agent
  • Post Conversation Survey Bots
    • Predefined interactions for capturing the standard survey metrics like NPS, CSAT and FCR
    • Create closed-ended and open-ended questions to gather feedback on custom metrics
    • Store survey results in your own Dynamics environment
  • 3rd Party Bot support
    • Provision and enable Bots from other vendors like IBM Watson, Google Dialogflow, Amazon Lex and Microsoft Bot Framework

• Intent Manager
  • Natural Language Understanding
    • Understand and recognise consumer needs using Artificial Intelligence (AI) and Machine Learning (ML)
    • Train NLU models to detect and classify intention live during customer conversations
  • Customer Intent driven experiences (What are Intents?)
    • Dynamically route to the most effective agent for a given intent
    • Build the right automations to enhance customer experience

* Certain channels, like SMS, may incur 3rd party usage fees.

Voice & Video - Improvements - POC

• Featuring an updated and improved user experience for V&V escalation
• Enhancement will be applied to both Chat & Messaging platforms

Chat - Feature Freeze

• Feature freeze during last cycles of Q4
• Major or critical bug fixes only
• Preparation for annual DevOps and QA review