Product Overview
LivePerson is a leading platform in the realm of digital-first customer conversations, designed to enhance and personalize consumer interactions with brands. LivePerson’s core offering is the Conversational Cloud, a robust platform that enables brands to manage, measure, and scale messaging conversations across various channels. This platform is built to optimize customer interactions, making them more efficient, personalized, and effective.
Key Features and Functionality
Conversation Orchestrator
LivePerson’s Conversation Orchestrator is a powerful AI engine that directs conversations towards mutually beneficial outcomes. It quickly discerns consumer intent and routes the conversation to the most suitable agent or bot, leveraging data from consumer attributes, conversation metrics, and enterprise systems like CRM (Customer Relationship Management) systems.
Dynamic Routing and Personalization
The platform’s Dynamic Routing ensures that conversations are directed to the appropriate agent or bot, creating highly personalized experiences. This is achieved by integrating information from external systems, allowing for instant recognition of consumers by name, location, and other relevant details such as VIP status.
LivePerson Functions
LivePerson Functions is a Function as a Service (FaaS) platform that allows brands to develop custom behaviors within the LivePerson platform. This enables rapid building, testing, and deployment of new conversational experiences. Functions can be triggered by various events, including external innovations and internal platform events, and can be deployed in minutes without the need for setting up new services or managing infrastructure.
Integration with CRM Systems
The LivePerson Connector for Salesforce provides a unified agent workspace experience, allowing agents to manage all incoming customer messages within Salesforce. This integration enables seamless login, direct engagement with customers, and the ability to resolve issues, escalate/transfer conversations, and log all interactions automatically in the CRM. It centralizes all actions in one place, enhancing agent efficiency and providing a frictionless customer experience.
Advanced AI and Analytics Tools
LivePerson has introduced new generative AI capabilities designed to accelerate agent productivity and increase customer satisfaction. These tools include an Agent Workspace for Voice, which integrates voice and messaging into a single command center, and a Generative AI Copilot that provides agents with AI-powered suggestions, rewrites, summaries, and translations. Enhanced analytics dashboards help measure the ROI of AI-powered customer conversations.
Multimedia and Interactive Messaging
The platform supports diverse media messages, including audio clips, documents, images, stickers, and videos, which can be sent by agents or autonomously by bots. Interactive messages and proactive messaging templates further enhance user engagement and conversion rates, particularly when integrated with platforms like WhatsApp.
Efficiency and Automation
LivePerson’s platform includes features such as IVR and VoiceBot deflection, which deflect voice calls to messaging, increasing efficiency and customer satisfaction. The platform also supports automated lookups of outstanding consumer tickets, scheduling follow-ups, and other automated tasks to streamline customer service operations.
Conclusion
In summary, LivePerson’s Conversational Cloud is a powerful tool for brands to manage and enhance customer interactions through AI-driven routing, personalized experiences, seamless CRM integration, advanced AI tools, and multimedia messaging capabilities. This comprehensive platform helps brands deliver efficient, effective, and highly personalized customer service across multiple channels.