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's in progress and planned for delivery in Q1-Q2?

Messaging Preview Release

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

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

New Supervisor/Manager tools

• A dedicated 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

Conversational AI Features

• 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

What's planned for Q3 and beyond?