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

Features

New connector type - e-bot7 Connector

Conversations taking place in the Conversational Cloud can be handled by a e-bot7.

Please contact LivePerson Support to enable this connector for your account.

Learn more about the supported feature set and setup guide.

Enhancements

[Custom Endpoint Connector] - Show a List of available app installs in the configuration wizard

To enable authentication for the custom endpoints, the custom endpoint connector utilizes Conversational Cloud applications. With this enhancement, the user can select available Conversational Cloud applications from a dropdown menu during the setup process.

Add the last consumer message to the welcome event

If a conversation is transferred to a bot, it may be useful to react to the latest consumer message. Therefore, the Third-Party Bot Connector will append a possible last consumer message as part of the context of the welcome event.

[Medallia Connector] Provide consumer and agent message count on survey start

The Medallia connector now forwards the count of consumer and agent messages exchanged in the conversation relevant to the survey. Based on this data, the Medallia adapter may decide to offer a survey to the consumer or not.

[Medallia Connector] Reject surveys based on the conversation interactiveness

When the Medallia connector tries to start a survey it is able to interpret a ‘Nack’ response from the Medallia adapter as a request to close the survey directly without any interaction with the customer. The reason for this will be logged for internal evaluation.


Fixes

[Medallia connector] close-conversation event handling fix

The response from the Medallia Adapter when sending a close signal resulted in an entry in the Conversation errors of the bot is resolved. 

[Medallia connector] Agent and Survey bot subscription to the same conversation

Conversation is now  attributable to unique bots as non-content even no longer recreates an already left conversation in TPB.

Cap status metrics data for a more stable dashboard 

In the bot dashboard, it is possible to view status updates and conversation errors that happened during the uptime of the bot now runs smoothly even with  large datasets.

Public API is now returns HTTP 401 on invalid login credentials

The Public API of Third Party Bots was wrongly returning an HTTP 500 error when called with invalid credentials. This was changed to an HTTP 401 response. 

Added missing translation for Hook messages in Wizard

The hook messages in the Third Party Bots configuration wizard were now longer just displays in English when navigating to the Conversation Cloud with a different language. 

Overlapped Conversation Tester button

The general feedback button of the Conversation Cloud was overlapping the button to start the Third Party Bots Conversation Tester. This was fixed by moving the Conversation Tester button to a different location.

Fix Documentation links for Custom Endpoint

With the restructuring of the Third Party Bots documentation, our links of errors in Conversation Tester documentation were not updated. This has been fixed with this release.

Fix UI refreshing issues

Previously, when the "Refresh automatically" option in the bot dashboard menu was disabled for a bot, the bot's status on the listing page was never updated. We have removed the option to toggle refreshing. From now on, the status of all the bots will be fetched on-demand.

Fix Conversation Tester schema validation errors

When Conversation Tester was started in UI there was an error thrown in the browser's console due to invalid initialization. This was fixed in this release.

Fixing premature Welcome Message success flag

When a bot restarts while processing a welcome message on a new conversation, it may have happened that the recovery mechanism fails to handle the welcome message on the second attempt. It is now ensured that the welcome message will only be marked as send if it was successfully processed.