Our new messaging platform and conversational AI features are billed differently to our chat platform.
We are transitioning from a cost per seat billing model to a cost per interaction or "CPI" billing model.
Why are you changing your billing platform?
Much of the conversational AI and messaging features are integrated from our partner LivePerson's Conversational Cloud who have adopted cost per interaction billing. We feel that the included enhancements of asynchronous messaging channels and best in class AI features represent incredible value our customers.
What are the benefits of CPI billing?
There are no limits on the number of named agent and bot seats who can use the messaging and conversational AI, this means your contact center can grow as and when it's needed.
Valuable interactions with customers can now be more accurately measured and included with ROI calculations.
Discounts are available for commitments on bulk interaction purchases.
What counts as a billable interaction?
Billable interactions are charged as "Engagement Credits", which is the applicable unit used to charge for use of any of the messaging channels and conversational AI features.
One engagement credit is charged per Daily Active Relationship (or "DAR", see below) regardless of whether a human agent or virtual agent/Bot, or both, is utilised in the conversation.
There are special considerations for certain messaging channels and feature. Some, like the SMS channel for example, may carry additional service provider charges. Additionally:
- Listening by the Intent Analyzer service incurs a 0.2 credit per DAR
- When you turn on GAI features for your organization, DAR credits will be consumed at a rate of 1.5x instead of 1x (normal) per billable interaction.
Please see this article for more detailed information: https://www.liveperson.com/policies/conversational-cloud-channels-and-usage-charges-dar/
What is a Daily Active Relationship or "DAR"?
A Daily Active Relationship is incurred and counted when an end user or the customer sends at least one message to the other during a calendar day.
The start and end time for a DAR is based on the time zone for the Customer’s Site ID, which may be chosen in the Conversational Cloud.
If a conversation continues from one calendar day into the next day, then an additional DAR will be incurred.
How can I see how many interactions my organisation has consumed?
You can access CPI usage data on your CPI billing dashboard, which is refreshed weekly.
How much does each engagement credit cost?
Engagement credits are purchased as an annual committed spend. Pricing is available from your account director and may include customised rates for bulk and multi year agreements.
What happens to unused credits?
Unused credits are not rolled over to the next year. Any unused engagement credits are charged for at the agreed rate.
What happens if my organisation exceeds the purchased credits?
Agents will continue to be able to handle messaging engagements and your account will be billed at the overage fee rate for the additional engagement credits consumed. Your account director can assist with analysing your current usage pattern and sizing an annual projected commitment that works for you.