LiveMessage, launched by Salesforce, is an automated tool that drives business interaction in the same way we interact with our friends using messaging apps such as Facebook Messenger. Technically, LiveMessage facilitates the customer service representatives to manage messaging traffic similar to the customer interactions in Service Cloud.
For now, LiveMessage provisions Facebook Messenger and SMS/MMS, but for the future versions, Salesforce is planning to incorporate LiveMessage with other apps. With LiveMessage, one can view all the functionalities in a Service Cloud tabbed view, same as phone or web charts.
Salesforce LiveMessage is developed using several approaches referring the messaging paradigm that includes talking to a human and bot interaction. Enterprises can leverage bots at the initial phase and later pass it on to humans for critical questions.
Through LiveMessage, Salesforce is aiming to provide an intuitive messaging interface for two-way communications between enterprise and customers. It will allow customers to interact with enterprises no matter through either automated response bot or human.
In summary, LiveMessage is powered by Salesforce Einstein, built using bot platform that lets the enterprises to free up customer service representatives to focus on critical issues. Absolutely, LiveMessage is an app to improve the customer satisfaction and the productivity of the customer service staff.