Overview

LivePerson’s intuitive bot building application lets non-technical staff build, test, and visualize bots
  • Messaging

Why brands need automation and empowered agents

Today, conversations and messaging are the most effective way for you to interact with consumers. Conversational commerce makes it easy for people to ask questions, buy things, and get help using their preferred messaging service. Yet, messaging transforms how you interact with consumers, creating large volumes of conversations from phone calls, messaging channels, and more.

Once you embrace messaging, you need a way to scale your contact center operations to support the personalized, accessible, and "always on" relationship that messaging affords. LivePerson is leading the industry in the adoption of messaging through a conversational platform that combines automation and AI to enable this scalable transformation. Conversation Builder is an all-in-one platform for easily building bots that are tailor-made to be effective in conversational commerce.

Unique benefits of Conversation Builder

Conversation Builder allows you to build bots that connect to all consumer messaging channels and everyday systems, such as Salesforce. It's an easy-to-use, dialog-based, bot building application that lets non-technical staff—often the people who best understand a brand’s voice—create, optimize, and visualize bots. The result? More effective bots that take less time to develop and optimize.

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Conversation Builder workspace

Top capabilities of Conversation Builder

A one-stop shop to build and visualize bots

Bots can require complex development with heavy reliance on developers and involved integrations. Conversation Builder uniquely lets brand build and visualize dialog flows in a single UI. As a dialog is created, the “Assist” capability can be used to easily search for and associate an intent with the dialog.

Connect to messaging channels and business systems with full integration

As a part of LivePerson’s conversational commerce platform, bots built with Conversation Builder can be instantly connected to all messaging channels, and show up in the real-time monitoring and reporting.

Agents as collaborators in training and optimization

The best people to train bots are human agents who are experts in conversations. Typically, agents are disconnected from the development and optimization process conducted by data scientists, developers or product managers.

Conversation Builder replaces the code-based programming required by most automation platforms and lets non-technical staff—like bot managers, agent managers and even qualified agents—to be hands on in building and training bots.

Together with integration to LivePerson's conversational commerce platform, there exists a seamless back-and-forth escalation with human agents who can supervise bots as they work. Agents can intervene to pick up conversations where bots cannot continue - what we call the "human-bot tango." Bot managers or qualified agents have the tools to teach bots to deliver a great consumer experience by changing the introduction text or question. In this way, agents and bots can tango - an instrumental capability in helping you maintain a positive user experience.

Predefined, industry vertical templates

You don’t need to start from scratch to build bots. Conversation Builder offers a set of predefined, industry vertical templates (retail, telecommunications, finance, etc.) that enable rapid adoption of automation. Each conversational template consists of the following capabilities:

  • Intents associated with the use case
  • Conversational dialogs with appropriate interactions for the respective channels or end points (e.g., Web, Apple Messages for Business, SMS)
  • API integrations with industry-leading services (e.g., Shopify, Salesforce, Timetrade, Hybris) and brand-specific services
  • Integration with product catalogs, order systems, knowledge bases, and more
  • The option to leverage pre-existing automation and NLU investments including DialogFlow, Watson, Lex and other NLU providers

For example, you can use a prebuilt retail template from the template library, edit the script to customize it according to your brand's voice, and immediately integrate to Shopify or connect your product catalog.

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How Conversation Builder works

Leverage LivePerson’s Conversation Builder with native bots: You can build bots in Conversational Builder through an interactive dialog builder, or by selecting from a library of prebuilt, industry-specific bot templates. The templates allow you to deploy out-of-the-box bots for top intents in retail, telco and other verticals, enabling rapid adoption of automation.

Using inputs and prompts and a point-and-click interface, build bots based on simple dialog flows, not complicated coding algorithms. You can easily design, build, and optimize high-impact conversations at scale.

By allowing contact center managers, agents and agents managers to create and manage bots, the Conversation Builder helps you to create bots that forge relationships between your brand and your consumers, through natural language and dialogue.

Ready to get started?

See the Developer Center for tutorials and guides on Conversation Builder. For info on accessing Conversation Builder, see here.

Missing Something?

Check out our Developer Center for more in-depth documentation. Please share your documentation feedback with us using the feedback button. We'd be happy to hear from you.