Designed to run multiple bots at scale in the digital, marketing and customer care operations of large brands, LiveEngage for Bots is an extension of its LiveEngage platform
LivePerson launched LiveEngage for Bots to monitor live conversations by bots and human workers on platforms like IBM Watson. Supporting third-party bots, in addition to the ones built by brands, LiveEngage for Bots is the world’s first enterprise bot management platform.
Features of LiveEngage for Bots include sentiment analysis with alerts. For instance, if there is a high negative sentiment in a consumer-bot conversation, it will automatically escalate it to a customer service agent. It is an extension of LiveEngage platform that lets brands message consumers through the website, app, or mobile web.
“Many brands launching their early bot experiments have been in the dark about how the bots were engaging with customers, and only able to understand the aftermath by reading through chat transcripts, long after the fact,” informs Rob LoCascio, founder, and CEO of LivePerson.
“That’s the wrong way to manage a consumer’s experience. LiveEngage for Bots allows businesses to manage bots like they do human staff — the same measures, the same connection to operations — and to automatically hand off to humans when an issue they can’t resolve is detected. This is the way bots have to work at scale,” adds LoCascio.
Bots for simple tasks. Humans for complex cases.
According to research commissioned by LivePerson in April 2017, 60% of global consumers prefer to speak with a human customer care agent simply because they think a human would better understand their needs. 67% of consumers would want to be transferred directly to a human when the bot does not understand them.
Bots are actually preferred over humans for simple tasks, a research observes. 71% of global consumers would prefer a bot to tell them their account balance. Whereas 61% would prefer it to update their address.
BotCentral is an early partner in the LiveEngage for Bots ecosystem. It will deploy its ‘Task Bots’ for automating routine tasks under agent supervision, thereby freeing agents to tackle challenging issues. BotCentral is an AI platform that enables brands to build intelligent conversation chatbots.
LiveEngage for Bots is a testament to Bots Ecosystem
Major brands Toshiba, NextIT, Rebotify, BotCentral, GetJenny, and Chatfuel are live on the new platform. LiveEngage extended its capabilities to the Facebook messenger in April last year.
Dmitry Dumik, CEO at Chatfuel, says, “As bot technology becomes increasingly prevalent, the industry needs tools and platforms that can help companies leverage it efficiently. We are committed to continuously supporting these platforms, like LiveEngage for Bots, and fostering the bot community.”
A key advantage of LiveEngage for Bots over deploying bots “natively” is better transparency into what a bot is doing. This is not a set and forgets bots platform that runs unsupervised. Instead, the platform has real-time analytics and workflow that help businesses understand the effectiveness of bots in their customer care. Moreover, brands can watch bot conversations in real time, and take over if necessary.
LivePerson Inc. is the leading provider of cloud mobile and online business messaging solutions. 18,000+ businesses, including Adobe, Citibank, IBM, and Walt Disney use LiveEngage to reduce costs and increase lifetime value.