If you’re using Conversation Assist to offer answer recommendations to your agents, you can offer ones that are enriched by KnowledgeAI's LLM-powered answer enrichment service. The resulting answers, formulated via Generative AI, are:
- Contextually aware
Default prompt style
The default prompt style is “Factual.”
If you'd like to change the prompt style, contact your LivePerson representative. We’ll discuss your use case with you, provide relevant guidance, and make the change for you.
- Learn about KnowledgeAI's answer enrichment service.
- Activate this Generative AI feature.
- Turn on enriched answer recommendations in Conversation Assist, as described next.
Turn on enriched answers
This is a 1-step process that you perform entirely within Conversation Assist:
Open the recommendation source (i.e., the relevant knowledge base) for editing, and turn on the Enriched answers via Generative AI setting. Click Save.
Be aware that, within KnowledgeAI, there’s a knowledge base-level Enriched answers via Generative AI setting. It has no effect on Conversation Assist.
Train your agents
Train your agents on the difference between regular answer recommendations and enriched answer recommendations, the need to review the latter with care, and the reasons why. Similar important guidance is offered in the UI:
Your agents are able to edit enriched answers before sending them to consumers.
For Conversation Assist, where your agents are in the loop and can review enriched answers before sending them to consumers, you can be a bit loose when choosing a prompt style. Consider using “Balanced” or “Creative” for Conversation Assist if it meets your needs, and as long as you train your agents to review answers before sending them.
More best practices
See the general KnowledgeAI best practices on using our enrichment service.
Use the Generative AI Reporting dashboard within Conversational Cloud to make data-driven decisions that improve the effectiveness of your Generative AI solution.
The dashboard helps you answer these important questions:
- How is the performance of Generative AI in my solution?
- How much is Generative AI helping my agents and bots?
The dashboard draws conversational data from all channels across Voice and Messaging, producing actionable insights that can drive business growth and improve consumer engagement.
Within Conversation Assist, you can choose to offer rich answer recommendations alongside plain ones. Rich (structured) answers contain an image and links, as applicable. And they’re engaging. However, rich answers aren’t editable before sending them to consumers. Only plain answers are editable.
The issue with this is that, in the case of enriched answers created via Generative AI, it’s important that your agents review them for accuracy and appropriateness, as edits before sending them might be necessary occasionally.
So, if you’ve turned on support for both 1) rich answers that contain images/links and 2) enriched answers via Generative AI, the enriched answers are always offered as plain answers. This is so your agents can edit them if necessary.
When enriched answers via Generative AI are turned on, is there any change to how answer recommendations are made?
There’s no change to how recommendations are made, but we have changed a little how they’re ordered when offered to the agent.
For a consistent agent experience, you can always find enriched answers at the top, followed by answers that aren’t enriched, and bots listed last. Within each grouping, the recommendations are then ordered by their confidence scores.
See the general KnowledgeAI FAQs on our enrichment service.
My agents aren’t being offered answer recommendations as I expect. What can I do?
Within Conversation Assist, on the Settings page, try adjusting the Answer confidence setting. But also see the KnowledgeAI discussion on confidence thresholds.
- Enriched Answers via Generative AI (KnowledgeAI)
- Automate Enriched Answers via Generative AI (Conversation Builder)
- Trustworthy AI for the Enterprise