Conversation Orchestrator overview

Product overview: Conversation Orchestrator

Conversation Orchestrator is LivePerson’s powerful AI engine designed to enhance every consumer interaction with your brand by directing conversations toward mutually beneficial outcomes. Operating seamlessly in the background, it quickly discerns the consumer’s intent and routes the conversation to the most suitable agent or bot to address the request efficiently.

Dynamic Routing for Personalized Experiences

Conversation Orchestrator’s Dynamic Routing leverages the consumer’s identified intent and evaluates the conversation’s context using various data sources, including consumer attributes, conversation-based metrics, and enterprise systems. This intelligent routing ensures that conversations are directed to the appropriate agent or bot, creating highly personalized experiences.

By integrating information from external systems like a CRM, consumers can be instantly recognized by name, location, and other relevant details, such as VIP status. LivePerson Functions facilitates the secure and easy integration of data from systems like Salesforce, enhancing the personalized service offered to each consumer.

The Conversation Orchestrator workspace provides a self-service platform for managing how AI is implemented in your conversational workflows. This workspace offers transparency and control, allowing you to fine-tune the AI’s role in handling customer interactions.

Meeting the Challenges of Conversational Commerce

Conversational Commerce has opened new channels for consumers to engage with brands on their own terms. The growing demand for messaging presents a challenge: how to manage high volumes of conversations while delivering personalized and effective service to every consumer.

Conversation Orchestrator rises to this challenge by offering tools that enable efficient and personalized consumer journeys at scale. It empowers businesses with control and transparency over AI usage, ensuring that every consumer receives tailored and effective service.

Key Capabilities:

• Bring Your Own LLM: Connect any large language model (LLM) to the Conversational Cloud to enhance our applications. We support major LLM vendors like OpenAI, Google, Meta, and Cohere with seamless integrations for quick and easy setup.
• Routing AI Agent: This new Generative AI agent in Conversation Builder routes customers to the right resource by dynamically understanding intents and adapting responses in real-time. Say goodbye to misrouted queries and improve issue resolution and agent productivity.
• KnowledgeAI Agent: Integrate any knowledge source into a generative AI for quick answers and clear expectations. Connect to CRM and CMS platforms like Zendesk and Salesforce, or use APIs to link to any system, web link, or internal document.

Benefits

• Centralized business logic policies drive routing decisions without code. Use all information to make decisions using the Conversation Context Service.
• Connect to an AI ecosystem: Evaluate data from NLU, LivePerson Functions, the Conversation Context Service, and SDEs for complex decision-making.
• Accelerate human agents in the contact center with Next Actions.
• Drive continuous improvements using Conversation Orchestrator learning, which improves predictions and outcomes with more usage.

Features

The workspace

• A self-service experience to configure features
• Ability to create custom/FaaS variables
• List of supported SDEs for Dynamic Routing
• Policy debugging tools
• API authentication tokens
• Analytics for features (availability, usage, etc.)

Dynamic Routing: Author Dynamic Routing policies based on attributes (intent, content, session, or AI-based inferences) to route to the right human or bot — unlocking highly personalized consumer journeys.

• Create intent-based and context-based (consumer profile data, wait time, etc.) routing policies
• Apply actions: route/transfer to human agent, skill or bot
• JSON-based, low-code authoring

Conversation Context Service: Manage and use the Conversation Context Service, which is a repository for brand, session, and consumer attributes. Connect to external data sources (e.g., to a CRM system using a LivePerson function). Use these attributes throughout the consumer's conversational journey or in routing policies.

• API access to inbox system attributes (user and conversation context)
• API access to create custom attributes with static data (list of emails, etc.) and custom attributes with Functions as a Service variables (for example, CRM integrations via FaaS)
• Carry over custom context through conversational journey

Next Actions API: Access developer features, such as the Next Actions API to retrieve the next best actions, or the Conversation Context Service to customize and integrate Conversation Orchestrator into decision processes.

• REST API to Conversation Orchestrator that exposes the next best action to concierge bot/LOB app for routing decisions

Conversation Orchestrator concierge bot

• LivePerson Conversation Builder’s concierge bot template, which is pre-built with intents and a Next Actions API integration

• Control the incoming flow of conversations in Web messaging by showing and hiding engagements on your website according to defined skill threshold.

Get started

You can start using Conversation Orchestrator by visiting the following links:

• North America: https://z1.maven.liveperson.net
• Europe: https://z2.maven.liveperson.net
• Asia: https://z3.maven.liveperson.net

Access Conversation Orchestrator

1. Log into Conversational Cloud.
2. Open the menu on the left side of the page, and select Automate > Conversation Orchestrator. This opens Conversation Orchestrator in a separate tab in the browser.