Conversation Studio
Conversation Studio is the visual design tool that allows businesses to create, manage, and deploy complex, multi-channel customer interaction flows. It replaces traditional rigid scripting with a flexible, low-code environment to design personalized and automated customer journeys across chat, email, and social media channels.
Key Features and Capabilities
Conversation Studio enables seamless orchestration of human and AI interactions, ensuring every customer contact follows an optimized path.
Visual Flow Designer
A graphical interface using drag-and-drop nodes to define the sequence of customer interactions, decision points, and actions. It simplifies the creation of complex workflows without requiring deep coding knowledge (low-code/no-code).
Multi-Channel Orchestration
Design a single flow that seamlessly transitions across different channels (e.g., from IVR to Chat, or Chat to a WebRTC Video call). It ensures continuity in the customer experience regardless of the channel used.
Message Preprocessor
Capability to route messages to third-party applications, NLU engines, or LLM engines before they enter the core flow. It enables security compliance checks, message filtering (spam/quarantine), and advanced business logic applications in a meaningful way.
Third-Party Integrations
Open APIs empower the studio to integrate third-party components like CRM systems, knowledge bases, and advanced AI services (e.g., Google Dialogflow, Amazon Lex). Allows for customized, data-driven conversational experiences and bridging functionality gaps.
Intelligent Routing
Flows can dynamically use customer data (from the Interaction Profile) to make routing decisions, directing the interaction to the best-skilled agent or bot. Improves first-contact resolution and service quality.
Outbound Flows
Defines the logic for in- and outbound campaigns, including the sequence of channels to attempt, timing, and whether to use human agents or bots. It allows for sophisticated, multi-attempt outreach strategies.
Core Use Cases Enabled by Conversation Studio
Conversation Studio allows contact center managers and solution designers to implement innovative CX strategies:
Visual IVR and IVR Deflection: Design flows that offer customers waiting in a voice queue the option to switch instantly to a digital chat channel (like SMS or WhatsApp) for faster resolution. The flow can combine voice and chat to enrich the conversation with visual elements (hyperlinks, images).
Post-Interaction Surveys: Automatically launch an SMS or email survey to the customer after a voice call or chat session concludes to gather immediate feedback.
Agent Escalation & Callbacks: Define conditions within a chat or email session that automatically trigger an escalation to a human agent, or offer a scheduled courtesy callback to the customer while maintaining their queue position.
Targeted Outbound Campaigns: Design sequential campaigns (e.g., SMS alert > Automated Voice Call) to maximize contact rates for services like collections, service renewals, or marketing offers.
Conditional Conversation Flows: Create dynamic flows where the path changes based on real-time customer context (e.g., if the customer is identified as a VIP, bypass the initial bot and route directly to a dedicated queue).
How to Access Conversation Studio
Please follow the config guide to deploy and access Conversation Studio.