Our modern Messaging platform for engagements is priced and billed per interaction. We call this cost per interaction, or CPI, billing. This is different from our legacy Live Chat platform, which was billed per seat (user).
This article explains why we are making this change, and how it benefits you.
Why is CBA changing how Live Assist is billed?
Some features of Live Assist for Dynamics 365 (LAD365) are powered by our partner LivePerson's Conversational Cloud platform. This includes our asynchronous conversation and AI features. LivePerson has changed to CPI billing, which is the main reason for our transition.
We believe that this change will benefit you and add flexibility in how you use our software.
In addition, our Messaging platform offers you incredible value. It has many new features and improvements to help you offer truly exceptional service. All while maintaining all of the unique capabilities of our legacy platform, such as co-browse. It is a best-in-class solution that we are proud to offer.
What are the benefits of CPI billing?
With CPI billing, you have great flexibility in how you use our software. There are no limits on the number of agents and bots. Since you are billed for actual use, the number of seats (users) no longer matters. This allows you to dynamically scale or adjust your contact center as needed.
CPI billing will also aid you in calculating ROI per sales or support engagement. You will be able to accurately calculate and analyze the value or cost of interactions as part of your KPIs.
We CPI billing we can also offer special prices or discounts for bulk interaction buys or commitments.
What counts as a billable interaction?
Billable interactions are charged as "Engagement Credits." This 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, regardless of whether a human agent, bot, or both take part in the conversation.
There are special considerations for certain channels and features. Some, like the SMS channel for example, may carry additional service provider charges.
Additional charges:
- Using the Intent Analyzer to listen to a conversation incurs a 0.2 credit per DAR.
- When you turn on Generative AI features for your organization, DAR credits will be consumed at a rate of 1.5x instead of 1x (normal) per billable interaction.
What is a Daily Active Relationship, or DAR?
A Daily Active Relationship is counted when one of your users (bot or human) or a customer sends at least one message to the other during a calendar day. The number of messages does not matter as long as they are on the same calendar day only one DAR is counted.
If a conversation continues from one calendar day into the next day, then an additional DAR will be counted.
The start and end time for a DAR is based on the time zone for the Customer’s Site ID. You can set this within the Conversational Cloud.
How can I see how many interactions my organization has used?
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 bought as an annual committed spend.
If you are an existing customer, you can get pricing based on your unique circumstances by contacting your Account Director. If you are a new customer, contact global-sales@cba-japan.com for a quote.
Pricing may include customized 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 organization exceeds our purchased credits?
LAD365 will continue to work, and your agents will be able to continue handling engagements. Your account will be charged for the additional engagement credits at the overage fee rate agreed in your order.
Your Account Director can help you analyze your current use pattern and size an annual projected commitment that works for you.