Channels in one queue — found from sitemap — LivePerson

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Facts read from this source

• Voice bot definition Report an error

  “A voice bot or virtual assistant is an AI program designed to communicate with humans through spoken language. Voice bots recognize both speech and the touch tones from the telephone, which are called DTMF tones.”

• Warm transfer Report an error

  “They support routing to human agents or other voice bots, and the preservation of the conversation’s context during the transfer. This means a hand-off is “warm.””

• Interactions Report an error

  “There are several interactions that are specific to Voice bots. These include: Speech statement Audio statement Speech question Audio question Transfer Call integration Send SMS integration Transfer to Messaging integration”

• Ssml support Report an error

  “To achieve this goal, you can add Speech Synthesis Markup Language (SSML) to the interactions in the bot. You can use any of the tags described on this Microsoft SSML page, which might vary slightly from the W3C specification.”

• Prerecorded audio Report an error

  “Pre-recorded audio might include greetings, menu options, disclosures, announcements, and more. The audio files must be hosted by you.”

• Language detected match Report an error

  “You can power this behavior using the Language Detected condition match type. This condition match type triggers the specified Next Action when the consumer input matches the language and locale that you specify in the rule.”

• Consumer interruptions Report an error

  “By default, all statement (Speech, Audio) and question (Speech, Audio) interactions allow the consumer to interrupt the Voice bot.”

• Transfer call integration Report an error

  “The Transfer Call integration lets the bot make a SIP call to the contact center over a SIP trunk, or make a call to the center's E.164 number over the global public switched telephone network (PSTN).”

• Bot to bot transfer Report an error

  “Or, perform a manual transfer to another Voice bot using the Agent Transfer interaction.”

• Bot group mixing restriction Report an error

  “Currently, transfers between Voice bots and Messaging bots aren’t supported. For this reason, the UI doesn’t allow you to mix Voice and Messaging bots within the same bot group at this time.”

• Default dialogs Report an error

  “By default, a custom Voice bot is created with two dialogs: Welcome dialog: Starts the conversation properly by matching the initialize_conversation_voice pattern. Learn how voice conversations begin. Fallback dialog: Provides a simple fallback response for when the bot doesn’t understand the consumer.”

• Language change restriction Report an error

  “You can change the bot's voice and configure other voice behaviors in Voice Settings. However, the bot's language can't be changed after the bot is created.”

• Integration interaction Report an error

  “The Integration interaction is available. You might need to use it in a Voice bot to make a programmatic call for some reason, for example, to retrieve or post data to an external system or to perform some action.”

• Web view integration API Report an error

  “Additionally, use of the Web View Integration API is also supported for integrations with external systems (e.g., for integrating with your payment system of choice for processing payments).”

• Context switching Report an error

  “Like in Messaging bots, context switching is enabled by default in Voice bots.”

• Conversation closing Report an error

  “Voice conversations are closed when one of the following happens: The consumer hangs up. The consumer loses the signal, such that the call is dropped from their side. The conversation is closed as a next action.”

• Testing Report an error

  “You can also test any deployed Voice bot using the Conversation Tester.”

• Deployment concurrency Report an error

  “For example, if you expect that the bot needs to handle 200 calls simultaneously, set this slightly higher, i.e., to 250. If you’re unsure of the number that you need, use 999. To scale higher than 999, you’ll need to add multiple agent connectors for the bot.”

• Analytics macs Report an error

  “All of the insightful analytics that are available for Messaging bots are also available for Voice bots. Notably, this also means that every closed conversation with a Voice bot gets a Meaningful Automated Conversation Score or MACS.”

• Transcripts and recordings Report an error

  “You can review text transcripts of closed Voice bot conversations within Bot Analytics. Additionally, text transcripts and audio recordings are available in real-time and post-call within the Agent Workspace in Conversational Cloud.”

• Pii pci redaction Report an error

  “Personally identifiable info (PII) and payment card industry (PCI) info can be redacted from post-call transcripts and recordings. Contact your LivePerson representative to set this up.”

• Voicebase post call analysis Report an error

  “If you’re recording calls and interested in performing post-call analysis of those recordings, talk to your LivePerson representative about our Voicebase product.”

• Asr behavior Report an error

  “The system uses continuous automatic speech recognition (ASR) to “collect” the consumer’s response over several seconds. After this time has elapsed, the system considers the consumer to be finished speaking.”

• Multiple intents Report an error

  “Currently, the bot will detect the highest scoring intent that’s detected in the consumer’s message and begin to handle the intent as designed.”

• Spoken numbers Report an error

  “This kind of language that’s often used by consumers is supported and understood properly. For example, “one oh one” is received as 101, and “one double zero” is received as 100.”

• Third party voice bot integration Report an error

  “Yes, if you have a third-party bot that’s been designed to work in the Voice channel, you can integrate it.”

• Messaging to voice conversion Report an error

  “No, Messaging bots and Voice bots are fundamentally different in nature; for example, each supports a different set of interaction types. For this reason, you can’t export a Messaging bot from Conversation Builder and import it back in as a Voice bot.”

• Outbound calls Report an error

  “Can I initiate an outbound call to a consumer, where that call is routed to a bot? No, not at this time.”

• Small talk unsupported Report an error

  “Small Talk feature: Instead, create a dialog to handle these via intent matching. Alternatively, automate answers enriched via Generative AI, and specify a No Article Match prompt.”

• Unsupported features Report an error

  “Import of third-party Messaging bots into Conversation Builder as Voice bots Small Talk feature: Instead, create a dialog to handle these via intent matching. Alternatively, automate answers enriched via Generative AI, and specify a No Article Match prompt. Disambiguation dialogs Configuration of the Voice bot’s agent connector to resolve stuck conversations”

• Post conversation surveys unsupported Report an error

  “Post-conversation surveys over the Voice channel: However, integrations within Voice bots are supported, so we suggest you send an SMS message to the consumer’s phone to initiate a survey over Messaging.”

• Voice template bots Report an error

  “To get you up and running quickly, LivePerson offers a set of predefined, industry-specific bot templates too.”

• Setup prerequisites Report an error

  “Activate the Voice Bots feature. Port or claim a phone number. Configure call recording and other settings. Configure voice settings and audio cues.”

• GDPR Report an error

  “Is this Voice feature and architecture GDPR-compliant? Yes, it's compliant with the General Data Protection Regulation (GDPR) for the European Union.”

• Generative AI enriched answers Report an error

  “You can automate LLM-powered answers that are smarter, warmer, and better. We call these enriched answers.”

• Knowledgeai integration Report an error

  “However, you can't add SSML directly to the article's text within KnowledgeAI™; this isn't supported.”

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