Conversation Builder is an interactive no-code/low-code dialog builder for use with your Messaging and Chat engagements. Our partnership with LivePerson has enabled us to add this powerful tool to Live Assist for Dynamics 365.
Conversation Builder is a dialog-based tool that allows non-technical staff to build, test, and visualize custom bots. They can do this easily using inputs and prompts from a point-and-click interface. Bots are built based on simple dialog flows, not complicated coding algorithms, so anyone can build a bot!
Bots created in Conversation Builder act as virtual agents that can also be tracked and monitored in the engagement portal just like any other agent. They can respond to conversations in their respective Messaging channel (such as Web, Apple Business Chat, SMS) without intervention. They can also escalate to humans when needed.
Unlike the limited "pre-chat survey" options available with older chat engagements, you can now create intelligent pre-conversation bots that can act on customer intent (See What are Intents?), make skill routing decisions, integrate product catalogs/order systems/knowledge base articles, and even query services using API integrations.
Survey bots (for post-conversation surveys) are available too. They can use predefined interactions for capturing standard survey metrics like NPS, CSAT and FCR. You can also add your own 'closed' or 'open-ended' questions for feedback to gather and report on custom metrics.
A library of pre-built, industry specific templates for automations is also available, so you don't need to start from scratch to build your own bots.
Why use Conversation Builder?
With Messaging being one of the most effective ways to interact with consumers today, brands can expect the volume of conversations to grow. As more and more people ask questions, buy things, and get help using their preferred messaging service, brands need a way to keep up with this volume and scale their contact centers to support these relationships.
LivePerson's industry leading conversation platform combines bots, automation, and AI to enable this scalable transformation. By combining Conversation Builder with Live Assist for Dynamics 365 we are able to offer you a one-stop-shop for building bots that are tailor-made for your needs.
Take a look at some of the key benefits:
- All-in-one platform to build and visualize intelligent custom bots
- Easy to use no-code/low-code interface
- Handle conversations over Messaging channels at scale
- Bots tracked as agents and escalate to humans as needed
- Build integration with business systems and industry services
- Get up and running quickly with predefined, industry vertical templates
Tip: Learn more in our Conversation Builder and Intent Manager video.
How can I get started with Conversation Builder?
If your organization has already been enabled for Messaging engagements, please contact your account director to enable Conversation Builder. Bot agent accounts need to be added using the Live Assist Admin Portal, after which they can be setup in the Engagement Portal by going to User Management. Once available there, they can be assigned using the agent connector for your bot in Conversation Builder.