LiveVox, Inc. a leading cloud-based provider of customer service and digital engagement tools, has launched the LiveVox Bot, an intelligent virtual assistant pre-built into its messaging channels and Unified CRM. With the integration of the LiveVox Bot, customers will be able to create and deploy a virtual assistant in minutes using the point and click Bot Editor, while also drawing from the rich customer profiles already available in the platform, to facilitate targeted conversations. As part of LiveVox’s integrated contact center solution, customers can transition seamlessly from a bot conversation to a live agent and continue the conversation across their preferred channels.
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“The LiveVox Bot is another example of the exciting innovations and developments being implemented into our already extensive offering for the contact center”
Key Features of the LiveVox Bot include:
- Virtual Assistant capabilities leveraging LiveVox’s rich customer profile and digital messaging workflows to offer personalized and targeted conversations throughout the customer journey. The Virtual Assistant is also highly effective at presenting a unified tone to customers and automating high frequency tasks, allowing live agents to focus on more challenging issues.
- A Bot Editor that makes it easy for contact center managers to quickly create virtual assistants and deploy changes. The intuitive point and click interface allows users to work with a visual representation of the customer journey while the Bot Editor automatically organizes conversation paths into workflows and sub-flows so that the user can update their customer communication strategy in minutes.
- Analytics that provide insight into customer engagement rates and goals completed, such as how often the Virtual Assistant successfully completes customer requests or gathers key data from new applicants. Real-time dashboards show how customers are engaging with the Virtual Assistant and the most popular conversation paths, making it easy for managers to tune the Virtual Assistant for the best customer experience.
The use cases for the LiveVox Bot are numerous, with applications in many sectors. From an SMS bot that reminds customers they have a payment due to a website chatbot that automates repetitive data gathering tasks or a virtual assistant to provide answers to FAQs, the LiveVox Bot is customizable and allows contact centers to free up live agents for more meaningful tasks.
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