Week of June 29

Support for Intent Manager, Performance Optimizer, Medallia COnversations, and Third-party bots

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.

Intent Manager

Features

Repeat Intent Rate Metric 

Enhancements

Repeat Intent Rate Metric - Intent Manager & Performance Optimizer) 

Operations leaders have always used resolution and repeat contacts to gauge level of effectiveness. When a consumer returns because their intent wasn’t resolved, total conversation volume increases, additional load is placed on agents, and consumer satisfaction is likely to decrease. Repeat Contact Rate (RCR 3 Day) is a measure of consumers who return within 3 days for any reason.

At the intent level, Repeat Intent rate helps brands understand if consumers coming back for the same intent or a different reason. Repeat intents are typically an undesirable outcome in a care operation, but they may signal positive steps toward conversion in a sales operation if the intent has changed. With the right context, , operation leaders can quickly target the right conversations and expedite the implementation of optimization plans. 

Example

  • On Day 0, 12 consumers message with my brand.
  • On Day 0, 8 consumers message about the “pay my bill” intent.
  • Within the next 3 days, 4 of the 12 consumers return to message about any intent.
  • Within the next 3 days, 2 of the 8 “pay my bill” consumers return to message about any intent.
  • Within the next 3 days, 1 of the 8 “pay my bill” consumers return to message about “pay my bill”.
    • Repeat Contact Rate (RCR) = 4/12 = 33%
    • Repeat Contact Rate for “Pay My Bill” Intent = 2/8 = 25%
    • Repeat Intent Rate (RIR) = 1/8 = 13%

Product Visibility of Repeat Intent Rate 

Users are able to view Repeat Intent Rate '3 Day' metric and graphs within Intent Manager on the Intent Analyzer tab and within the Intent Heatmap in Performance Optimizer:

Intent Manager displays the metric within the Analyze tab of Intent Manager and allows the user to view the metric by intent distribution and trends, which is consistent with the other metrics on this tab. 

Performance Optimizer will display Repeat Contact '3 Day' within the Intent Heatmap allowing the user to simultaneously compare intent volume by RIR '3 Day', RCR '3 Day', MCS, and average agent response volumes. 

Prerequisites & Enablement 

  • Build your intent taxonomy (Getting Started with Intents).
  • Enable the metric within  Chart Display settings of Widget for  Intent Manager to display on your dashboards.

Performance Optimizer

Features

Performance Optimizer introduces domain selection, repeat intent rate and repeat contact rate and additional sorting capabilities. 

Enhancements

Intent Domain Setting 

Users can view Intent Heatmap data for specific Intent Domains as they have been defined within Intent Manager.  The domain options are available in a drop down menu on the upper left corner of the Intent Heatmap.  Clicking on the drop down box exposes all intent domains as they appear within Intent Manager.  The default domain setting in the Performance Optimizer heatmap is the same as in Intent Manager.  

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Select the intent domain to display data specific to the selection.

Heatmap Sorting Enhancements 

Users have the ability to sort data within the heatmap based on the 5 options below.  Each sort option updates the intents displayed based upon the sort option in a descending order from left to right.  The intent heatmap will only display the top 10 intents based on volume regardless of sort selection.  Conversation volume is the default sort option.  

  • Conversation Volume 
  • Repeat Intent Rate
  • Repeat Contact Rate
  • Benchmark Deviation 
  • Automatability 
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performance optimizer heatmap

Repeat Intent Rate & Repeat Contact Rate Metrics 

The repeat intent rate and repeat contact rates have been added to the Intent Heatmap.  Using these metrics, users are able to prioritize intents in order to drive operational effectiveness.  Users can compare these metrics against volume, customer satisfaction, and agent conversation volume in order to isolate those intents that should be investigated within Intent Manager. 

Medallia Conversations

Features

Medallia - Survey trigger based on conversation interactiveness

Sending surveys to consumers who aren’t interacting with your brand can negatively impact your CSAT score without cause. You can now enable this setting to send surveys only to engaged consumers. Specify the min number of messages that must be sent by the bot/human agent and by the consumer for the survey to be triggered. This is available in the Medallia Survey setup experience via iHub.

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Medallia - Survey trigger based on conversation interactiveness


Third-Party Bots

Enhancements

[IBM Watson] Forward the UMS consumerID via X-Watson-Metadata header

With this release, the Watson connector populates the user_id field of the IBM Watson API with the UMS consumerId. This allows for identifying recurring consumers, relevant for correct billing of IBM Watsons API calls.

The Watson connector now also populates the Customer ID field via X-Watson-Metadata header. This field helps to label customer data such that it can be subsequently deleted if the customer requests the removal of their data.

Enablement: To minimize the risk of breaking existing Watson implementations, this functionality will be enabled manually on request. 

En-GB is now supported as a language in the Dialogflow CX and ES connector

The list of available languages for the Dialogflow CX connector is updated with will currently available languages supported by Dialogflow CX.

Improve conversation errors and Conversation Tester errors experience

The developer's documentation for errors shown on the conversation tester and the conversation tab of the bot dashboard has been improved. Deep linking has been fixed for the conversation tester errors and missing error types have been added.

Improve UI loading time

Reduce the bundle sizes to allow faster loading of the UI. The user will experience less time before the loading animation of the bot list appears.

Fixes

Handle missing bot session IDs

Previously, if an AI vendor implementation cannot identify an externalConversationId to use for the UMS BotResponse Metadata, the conversation may be error-escalated with a generic error. Now, the bot will error escalate with the specific conversation error: com.liveperson.bot-connectors-worker.error.pipes.verify-ai-response.invalid-session-id.

[Medallia] Do not show consumer-facing error if a Medallia survey can’t be created 

In cases where the Medallia connector cannot start a new survey, an error message was sent to the consumer. Now, the conversation will be closed silently and a conversation error will be logged.

Possible cases where a survey cannot be started are:

  • The conversation requirements are not fulfilled (not enough consumer or agent messages)
  • No assigned agent was found on the main dialog

Process Intent information on Public API commands

Intent metadata sent via the public API was ignored. Now such metadata will be processed and forwarded to UMS.   

Bot Dashboard - Wrong table paging number

Displaying NaN instead of the correct pagination number in the conversation error section of the bot dashboard page.

Conversation Errors: Conversation Id Filter text can't be deleted

Displaying and changing the filtering text for the conversation errors section from the bot dashboard page.