These release notes include new features arriving August 2021. Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication.

Please contact your LivePerson account team for the exact dates on which you will have access to the features.

The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

Dynamic routing of conversations is easier than ever!

Channels:

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No

Type: Enhancement [Conversation Orchestrator]

Availability: All brands

Description

Dynamic Routing enables intelligent routing of conversations to the most qualified agents – bot or human – based on intent and other contextual data, such as: consumer inputs, past interactions, loyalty tier, and other attributes. Dynamic routing makes highly personal consumer journeys possible at scale. It is a key application within LivePerson’s Conversational AI product suites.

We’re super excited to announce a new code-free experience that will make intelligent routing effortless. This bot is a true powerhouse, as it significantly simplifies Dynamic Routing. Here are some major enhancements:

  • Use the new Dynamic Routing bot to set up and deploy Dynamic Routing within minutes
  • Place the new Dynamic Routing interaction anywhere in any bot to enable Dynamic Routing
  • Create and manage routing policies including fallbacks and failures with minimal effort
  • Enable routing by channel and intent out-of-the-box, and combine it with other data like structured data entities (SDEs) or context variables to create personalized journeys

How to enable

To get started, create a new Dynamic Routing bot.

Customize the template and/or move the Dynamic Routing interaction to suit your needs.

Enable intent-based or channel-based routing policies in just a few steps, with zero coding effort.

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