KnowledgeAI with Conversation Assist
Often, brands face several challenges when leveraging their knowledge and content to help quickly solve consumer problems and offer answers:
- Fragmented and inconsistent content across multiple data sources
- An expensive and painful migration processes
- Content that is hard transform and adapt to rich, automated conversations
- Content that is not generated from your consumer conversations
KnowledgeAI unifies and leverages your curated content to provide fast answers to common questions and issues. You can seamlessly insert your content into messages to give accurate answers and engage in rich, automated conversations with consumers at scale.
You can also leverage KnowledgeAI within Conversation Assist to offer recommended answers to your agents based on the consumer's intent.
The diagram below illustrates how you can unify and leverage your content to:
- Power intelligent answers via Conversation Builder bots
- Recommend answers to agents via Conversation Assist
- Get answers directly via APIs
KnowledgeAI works with LivePerson’s NLU engine and those from other providers. LivePerson’s own NLU engine supports several, different languages, with more languages being added often.
Using your content in an automated conversation:
Agent receiving recommended bots and answers inline in a conversation:
Agent looking up recommended bots and answers on demand:
SmartReply and SmartCompose:
- Continue to use the tools and platforms that your brand’s content developers are familiar with. KnowledgeAI lets you:
- Integrate a CMS or Google sheet
- Import a CSV full of content
- Work from scratch directly
- Connect your brand’s content source via an API to power messaging-ready answers, with little or no manual effort
- Tune and customize articles for easily
- Answer the consumer’s question using powerful AI Search and/or Natural Language Understanding (NLU) technology
- Measure, quantify, and understand the helpfulness of answers
- Track and improve efficiency of your answers and bots
Use the same content source to:
- Power Conversation Builder bots with answers, reaching your consumers across channels: SMS, Apple Messages for Business, voice, and more
- Recommend answers to agents within Conversational Cloud’s agent workspace
- Contextually curate answers and bots available to agents
- Help agents quickly assist consumers with recommended answers and bots
- Make messaging even more convenient for your agents with SmartCompose and SmartSuggestions (Includes out-of-the-box integration with Google)
- Automatically improve and tune recommendations based on feedback and usage reports
- Identify intents and content for improvement with powerful analytics
Use our AI-powered search to return the best results.
- Transform content into messaging-ready answers to help consumers across channels: Web, SMS, Apple Messages for Business, and more
- Automate AI-powered answers to consumer questions
- Equip agents with time-saving, AI-powered answers
- Improve results through analysis of historical answer performance and testing
- Connect content to all languages supported by LivePerson’s NLU engine, as well as third-party NLU engines as defined in our NLU documentation
- Match the consumer's intent to answers and bots and recommend them to agents
- Integration Conversation Builder bots and third-party bots
- Transform content into messaging ready answers. Create answers to consumer questions using one or more CMS, Google Sheet, or csv. Get started.
- Use content in automated conversations. Answer consumer questions with confidence by matching questions to answers with NLU. Use content from your internal CMS in Conversation Builder bots to drive increased bot containment. Get started.
- Recommend answers to agents. Provide answers from your internal CMS to your agents inline within digital conversations to make the agents more effective and consistent. Get started.
- Recommend automations to agents. Enable your agents to use recommended bot flows to manage repeatable activities, freeing the agents up for more meaningful conversations. Get started.
- Let your agents look up answers and bots on demand: Turn on Conversation Assist's On-Demand Recommendations widget to empower your agents in this way. Get started.
- Set up SmartReply and SmartCompose. Talk to your LivePerson account representative for details.
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.