LivePro - Detailed Review
Customer Service Tools
LivePro - Product Overview
Introduction to LivePro
LivePro is a cutting-edge, AI-driven knowledge management system specifically designed to enhance customer service operations, particularly in contact centers. Here’s a breakdown of its primary function, target audience, and key features:Primary Function
LivePro serves as a multichannel customer experience (CX) knowledge management system. Its core mission is to provide the easiest-to-use, easiest-to-manage, and easiest-to-deal-with solution for customer service teams. The system ensures that customer service agents and customers have access to consistent, accurate, and up-to-date information across all interaction channels.Target Audience
LivePro is targeted at various organizations, including those in local government, transport, finance, and other sectors that rely heavily on customer service. It is particularly beneficial for contact centers aiming to optimize customer satisfaction, reduce operating costs, and enhance employee engagement.Key Features
AI-Enhanced Knowledge Management
LivePro leverages advanced AI technologies such as context-aware search, natural language processing, and generative AI to deliver precise answers from an organization’s policies, procedures, and documentation. This includes AI-assisted search, AI content authoring, and AI import features that streamline the management and dissemination of knowledge.Integration Capabilities
The system integrates seamlessly with various customer communication apps and platforms, including Microsoft Co-Pilot, Microsoft Dynamics CRM, Genesys Cloud, web-chat, chatbots, Google Home, and Alexa. This ensures that customers receive consistent answers across all channels.Agent Assist
LivePro’s Agent Assist feature provides customer service agents with the correct answers directly from customer inquiries via voice or chat, reducing the need for manual intervention and training.Compliance and Security
LivePro emphasizes compliance and security, particularly in the redaction of Personally Identifiable Information (PII), ensuring that AI solutions are deployed safely and in line with regulatory requirements.Real-Time Capabilities
The system offers real-time capabilities, generating AI-driven answers and summaries instantly as customers interact. This enhances efficiency and significantly reduces the workload on customer service agents.Simplified Implementation
LivePro is known for its smooth implementation process, with clients often going live in as little as three weeks. The system is user-friendly, allowing agents to start using it with minimal training.Benefits
- Happy Customers: Speedy, consistent, and accurate answers lead to higher customer satisfaction.
- Reduced Costs: Simplified processes eliminate errors, reduce handling times, and lower call volumes.
- Confident Team: Agents can respond confidently to customer queries with up-to-date information.
LivePro - User Interface and Experience
User Interface of LivePro
The user interface of LivePro, particularly in the context of its AI-driven customer service tools, is crafted with a focus on ease of use and efficiency.
Ease of Use
LivePro is known for its simplicity and user-friendly design. The system eliminates the complexity often associated with staff training, making it easier for new customer service representatives to reach full competency quickly. For instance, Liverpool City Council reported that the time to full competency for new staff was reduced from 26 weeks to just four weeks due to LivePro’s ease of use.
Single Source of Truth
LivePro provides a single, unified knowledge base that keeps all information current and easily accessible. This ensures that agents can find approved, up-to-date answers quickly, reducing the time spent searching for information and minimizing errors.
AI-Assisted Search
The platform features AI-assisted search capabilities, which help agents find the right answers promptly. This AI-driven approach ensures that the information provided is accurate and relevant, enhancing both agent efficiency and customer satisfaction.
Integration and Accessibility
LivePro integrates seamlessly with various systems, including CRM tools like Salesforce, and other platforms such as Genesys Cloud, NICE, Zendesk, and Slack. This integration allows for a cohesive and simple-to-use interface, making it easier for agents to access the information they need across different channels.
Governance and Compliance
The system includes advanced governance tools that ensure all knowledge is approved and correct. This feature is crucial for maintaining compliance and reducing the risk of errors, which in turn enhances staff confidence in the information they share with customers.
User Experience
The overall user experience is positive, with users reporting high satisfaction. Agents appreciate the simplicity and accessibility of the system, which reduces their stress and makes their work more efficient. Customers also benefit from faster and more accurate responses, leading to improved customer satisfaction.
Conclusion
In summary, LivePro’s user interface is intuitive, efficient, and highly accessible, making it an effective tool for enhancing customer service interactions and agent performance.
LivePro - Key Features and Functionality
LivePro’s AI-Driven Customer Service Tools
LivePro’s AI-driven customer service tools are packed with several key features and functionalities that enhance efficiency, accuracy, and customer satisfaction. Here are the main features and how they work:
AI-Powered Knowledge Management
LivePro’s knowledge management system is the core of its AI-driven solutions. This system securely stores an organization’s documentation, policies, procedures, and data in a single source of truth. This ensures that all generated answers by the AI are accurate and compliant with regulatory standards.
Integration with Existing Systems
LivePro integrates seamlessly with various business platforms such as Genesys Cloud, Salesforce, Zendesk, Microsoft Dynamics CRM, and MSTeams. These integrations allow agents to find and deliver the correct answers directly within the applications they are using, enhancing efficiency and reducing the time spent on customer inquiries.
Advanced PII Redaction
To maintain customer trust and regulatory compliance, LivePro has integrated advanced Personally Identifiable Information (PII) redaction technologies. This ensures that sensitive customer data is protected and not exposed through AI-generated responses.
Agent Assist and AI-Enhanced Search
LivePro’s Agent Assist feature uses AI to provide agents with instant, accurate answers to customer questions. The AI-enhanced search function suggests relevant knowledge articles based on the context of the customer’s query, such as the subject line of an email or IVR selections. This helps agents respond quickly and accurately, reducing the workload and improving customer satisfaction.
Luna – AI Voice Agent
Luna is an advanced AI Voice Agent specifically designed for contact centers. It uses natural language processing and machine learning to handle a high volume of calls, providing human-like interactions 24/7. Luna delivers approved answers from the existing knowledge base, ensuring no hallucinations or inaccuracies. It is highly customizable, supports multiple languages, and can hand over complex inquiries to human agents seamlessly.
Real-Time Capabilities and Continuous Learning
LivePro’s generative AI generates answers and summaries in real-time as customers interact via voice or chatbot. This real-time capability enhances efficiency and reduces response times. Additionally, Luna and other AI components continuously learn from each interaction, improving the accuracy and helpfulness of their responses over time.
Governance and Compliance
LivePro emphasizes strict governance and compliance. The system ensures that only approved knowledge is shared with customers, and it has advanced permissions and guardrails in place to maintain professional and on-topic conversations. This is particularly important for industries like healthcare, where HIPAA compliance is crucial.
Multilingual Support
Luna and other LivePro AI tools offer multilingual support, allowing them to automatically switch to the customer’s native language. This feature ensures inclusivity and enhances customer satisfaction across diverse linguistic backgrounds.
Scalability and Efficiency
LivePro’s AI solutions are designed to scale with business growth, handling high volumes of calls and inquiries efficiently. This reduces staffing costs and improves service levels by minimizing average handle times (AHT) and call queues.
By integrating these features, LivePro provides a comprehensive AI-driven customer service solution that enhances accuracy, efficiency, and customer satisfaction while ensuring compliance and data security.
LivePro - Performance and Accuracy
Performance
LivePro has demonstrated significant improvements in customer service performance for its clients. Here are some notable achievements:Key Achievements
- For the Royal Automobile Association of Australia (RAA), implementing LivePro resulted in a 22% decrease in support calls and a 37% boost in confidence in customer service knowledge among staff.
- Datacom, an IT service provider, saw a 17% reduction in Average Handling Time (AHT) and an increased speed to competency for their staff after adopting LivePro.
- LivePro also helped a health insurance company reduce the time for new starters to reach competency from 12 months to just 2 months.
Accuracy
Accuracy is a critical aspect of LivePro’s AI-driven solutions. Here are some key points:Accuracy Features
- LivePro’s AI solution is designed to guarantee accurate answers, free from hallucinations, which is a significant risk in AI adoption. This is achieved through rigorous testing and training to ensure compliance with regulatory standards.
- The system integrates advanced Personally Identifiable Information (PII) redaction technologies, ensuring that sensitive customer data is protected and maintaining customer trust.
- LivePro’s knowledge management system ensures that all generated answers are accurate and compliant, which is crucial for maintaining customer loyalty and protecting the organization’s brand.
Limitations and Areas for Improvement
While LivePro has made significant strides, there are still some considerations and potential areas for improvement:Considerations
- The adoption of AI in customer service is generally cautious due to the risks of inaccuracy and hallucinations. LivePro acknowledges these challenges and has been working to overcome them, but it remains a delicate balance.
- Ensuring that the AI system is continuously updated and aligned with the latest policies, procedures, and regulatory changes is essential. LivePro’s system requires ongoing maintenance to keep the knowledge base current and accurate.
- While LivePro has seen success in various sectors, the effectiveness can vary depending on the specific needs and complexity of the organization. Customization and integration with existing tools are crucial, and LivePro has been praised for its ease of integration and user-friendly interface.
Engagement
LivePro enhances engagement by making it easier for agents to provide accurate and quick responses, which delights customers and reduces stress on agents. Here are some engagement-related benefits:Engagement Benefits
- Agents can turn into experts quickly, with minimal training, as LivePro puts answers at their fingertips.
- The system improves user feedback and involvement, as seen in the case of RAA where staff engagement and performance metrics improved significantly.
LivePro - Pricing and Plans
LivePro Pricing Structure
LivePro offers a flexible and tiered pricing structure for its knowledge management solution, catering to various business sizes and needs. Here’s a breakdown of the different plans and their features:
Flex Plan
Ideal for:
Small and growing contact centers.
Features:
- Standard workflow
- AI-assisted search
- Standard reports
- The Rocket (LivePro’s answer bot)
- Announcements
- Knowledge Articles
- Process Guidance
- Decision Guidance Tool
- Profiles for staff and suppliers
- Knowledge Authoring
- Premade styles and templates
- Simple WYSIWYG editor
- Drag and drop decision guidance authoring
- Simple templates for process guidance
- Feedback workflow management
- Version control
- Visual version comparison
- Automated review date reminders
- Scheduled publication
- Limited storage.
Premium Plan
Ideal for:
Medium to large contact centers (50 agents).
Features:
- Everything in the Flex plan
- Customizable reports
- Customizable workflow
- Single Sign-On (SSO) with ADFS, Okta, SAML, Azure
- Ongoing support by trained Knowledge Experts
- Fully customizable permissions
- Unlimited storage
- Integration with other analytics packages
- Additional support options like CX Knowledge Author Training, best practice site configuration assistance, and user engagement strategies (though these may incur additional charges).
Enterprise Plan
Ideal for:
Large contact centers and multi-channel self-serve options.
Features:
- Everything in the Premium plan
- Integration with other analytics packages
- APIs
- Free out-of-the-box integrations
- Unlimited storage
- Included implementation package (CX Knowledge Author Training, best practice site configuration assistance, and user engagement strategies)
- Advanced security features like SOC2 and HIPAA accreditation, and data sovereignty.
Implementation Options
LivePro offers several implementation options to suit different business needs:
- Guided Implementation Pack: Includes 2 days of upfront training, setting up the system, training the team, and structuring a roll-out plan.
- Self-Guided Option: Free and suitable for those who prefer to set up the system independently.
- Knowledge Authoring Assistance: Available as part of the enablement package for those short on time or resources.
Special Pricing
LivePro also offers special pricing for non-profit organizations, though specific details would need to be obtained directly from their sales team.
In summary, LivePro’s pricing plans are structured to accommodate businesses of various sizes, offering scalable solutions with increasing levels of customization and support as you move from the Flex to the Enterprise plan.
LivePro - Integration and Compatibility
Integration Capabilities of LivePro
Customer Service and Support Platforms
LivePro integrates with several prominent customer service and support platforms. For instance, it integrates with Genesys Cloud, allowing agents to access knowledge directly from the Genesys Agent Desktop. This integration includes features like single sign-on, role management controls, smart knowledge delivery based on IVR selections, and a feedback function from agents to administrators. Similarly, LivePro integrates with NICE CXone, providing agents with contextual knowledge via a workspace panel, ensuring they have the necessary information to handle customer interactions efficiently. This integration also uses IVR selections to suggest relevant knowledge automatically.CRM and Ticketing Systems
LivePro is compatible with popular CRM and ticketing systems. For example, it integrates with Salesforce, enabling users to search for knowledge articles without leaving the Salesforce application. Relevant knowledge articles can be pre-populated based on specific attributes in customer cases, records, accounts, or opportunities. It also integrates with Zendesk, where the incident type is passed through to find the correct knowledge object to assist in resolving tickets. The LivePro window is embedded alongside the Zendesk ticket, allowing teams to find knowledge without leaving the Zendesk interface.Microsoft Ecosystem
LivePro has strong integration with the Microsoft ecosystem. It is available in Microsoft Teams, allowing users to search and share knowledge, receive announcements, and interact with the LivePro Bot all within Teams. This ensures a streamlined workflow and consistent access to information. Additionally, LivePro integrates with Microsoft Dynamics, enabling users to find knowledge directly within the CRM screen and automatically pop relevant articles based on customer data, records, accounts, and opportunities.Communication and Collaboration Tools
LivePro integrates with MSTeams, allowing users to search knowledge directly within Teams and send articles to other team members. This ensures that users are always up to date with any organizational changes and can quickly share existing knowledge.API and Custom Integrations
For systems not listed, LivePro offers a simple Application Programming Interface (API) that enables custom integrations. This allows organizations to connect LivePro to their specific applications, ensuring a single source of truth across all customer-facing channels.Websites and Other Channels
LivePro can also be integrated into websites, allowing organizations to connect their verified knowledge base directly to their website via a simple API connection. This maintains branding consistency and allows control over where and how knowledge is displayed to customers, staff, partners, and stakeholders.Conclusion
In summary, LivePro’s integrations are designed to provide a single source of truth, connecting various customer management, support, and communication channels. This ensures that agents and users have quick and accurate access to the knowledge they need, enhancing customer service efficiency and satisfaction. LivePro - Customer Support and Resources
Customer Support Options
LivePro provides multiple channels for customer support to cater to various needs:- Phone Support: Customers can reach out via phone for immediate assistance.
- Email Support: For those who prefer written communication, email support is available.
- Chat Support: Live chat options allow for real-time interactions.
- Video Call Support: For more personal and detailed discussions, video calls can be arranged.
Additional Resources and Features
Knowledge Management Platform
LivePro’s knowledge management platform serves as a single source of truth, securely storing an organization’s documentation, policies, procedures, and data. This ensures that all information is up-to-date and easily accessible, reducing the need for repeat queries and enhancing the efficiency of customer service agents.AI-Enhanced Tools
- Agent Assist: Seamlessly integrated with Genesys Cloud, Agent Assist provides agents with the correct answers from customer interactions via voice or chat, without requiring any effort from the agents themselves.
- AI-Assisted Search: This feature offers the most likely answers based on search queries, using relevance scores, search summaries, and auto-complete functions to turn questions into answers quickly.
- AI Content Authoring: LivePro’s AI content authoring functionalities enable the rapid collation and authoring of large amounts of information, such as policies and procedures, in a matter of minutes.
- AI Import: The AI-assisted import feature allows for the quick import of vast amounts of content, simplifying the process of updating the knowledge base.
Compliance and Security
LivePro emphasizes compliance and security by integrating advanced Personally Identifiable Information (PII) redaction technologies. This ensures that AI solutions can be deployed safely without risking sensitive customer data, maintaining regulatory compliance and customer trust.Integration and Accessibility
The platform integrates with various customer communication apps, including websites, web-chat, chatbots, Google Home, and Alexa. This diversity ensures that customers can access accurate and consistent answers through multiple avenues, enhancing customer satisfaction and reducing call volumes.Analytics and Reporting
LivePro offers a market-leading reporting suite that provides AI insights on knowledge, agent, and customer behaviors. This helps organizations better inform their knowledge and customer service strategies, leading to improved efficiency and customer satisfaction. Overall, LivePro’s customer support and resources are designed to provide speedy, accurate, and secure interactions, ensuring happy customers and confident team members. LivePro - Pros and Cons
Advantages of LivePro
LivePro offers several significant advantages in the customer service tools and AI-driven product category:Streamlined Operations
LivePro leverages AI to streamline operations, allowing agents to focus on the human aspect of customer service. It automates mundane tasks and handles routine inquiries efficiently, using context-aware search, knowledge base integration, and natural language processing to deliver accurate answers from the organization’s policies and documentation.Enhanced Search and Content Management
The platform features AI-assisted search, which provides the most likely answers based on relevance scores, search summaries, and auto-complete functions. This makes it easy for agents to find the information they need quickly. Additionally, LivePro’s AI content authoring functionalities simplify the process of collating and authoring large amounts of content.Agent Assist and Efficiency
LivePro’s Agent Assist, integrated with Genesys Cloud, delivers the correct answers to agents directly from customer interactions via voice or chat, reducing the effort required by agents. This results in improved efficiency, reduced Average Handling Time (AHT), and fewer transfers.Compliance and Governance
The platform ensures compliance by maintaining up-to-date, approved answers and integrating advanced Personally Identifiable Information (PII) redaction technologies. This helps in maintaining customer trust and regulatory compliance.User-Friendly Interface
LivePro is easy to use and requires minimal training. It provides a simple and intuitive interface for agents to access the information they need, which increases staff confidence and customer satisfaction.Reporting and Analytics
The platform offers a comprehensive reporting suite with AI insights on knowledge, agent, and customer behaviors. This helps in making data-driven decisions and improving customer service strategies.Integration Capabilities
LivePro integrates seamlessly with various platforms, including Microsoft Co-Pilot and Microsoft Dynamics CRM, and supports multiple channels such as voice, chatbot, telephony, and customer self-service. This streamlines workflows and maximizes efficiency.Feedback Management and Onboarding
The software includes integrated feedback management, making it easier to handle user feedback. It also facilitates a quicker onboarding process for new agents, reducing training time and increasing user engagement.Disadvantages of LivePro
While LivePro offers numerous benefits, there are some areas for improvement:Learning Curve
There is a slight learning curve for more complex content types, such as decision trees and process guidance, although users find these features valuable once they are familiar with them.Search Maintenance
The search results can become less effective if not regularly maintained, which requires ongoing effort to ensure they remain relevant and accurate.Additional Feature Requests
Some users have suggested additional features, such as the ability to upload screenshots when submitting feedback, adding tick box buttons to articles, and generating reports on LivePro users. There is also a request for more filtering options for administrators managing multiple accounts/categories. Overall, LivePro is highly regarded for its ability to enhance customer service operations through AI-driven solutions, but it does require some ongoing maintenance and has a few areas where additional features could be beneficial. LivePro - Comparison with Competitors
When comparing LivePro to other AI-driven customer service tools, several key features and alternatives stand out:
LivePro Unique Features
- LivePro leverages AI to streamline operations, complete mundane tasks, and handle routine inquiries through context-aware search, knowledge base integration, and natural language processing. This allows it to deliver generative-AI answers from an organization’s own policies, procedures, and documentation without agent intervention.
- The platform includes advanced features like AI content authoring, which enables quick collation and authoring of large amounts of information. It also offers AI-assisted search with relevance scores, search summaries, and auto-complete functions.
- LivePro’s Agent Assist, integrated with Genesys Cloud, provides agents with the correct answers from customer interactions via voice or chat, requiring minimal effort from the agents.
- The platform also includes AI analytics for deep insights into knowledge, agent, and customer behaviors, helping to inform customer service strategies.
Alternatives and Comparisons
Freshdesk
Freshdesk is another prominent AI customer service platform that offers features like Freddy AI (a chatbot for customer self-service), auto-triage for categorizing and assigning tickets, and predictive support that suggests solutions based on past tickets. Freshdesk is known for its user-friendly interface and affordable pricing, although its AI features may require higher-tier plans.
Zendesk
Zendesk, while not as heavily focused on AI as LivePro, integrates AI capabilities into its customer service platform. It offers automated responses and ticket routing, but its AI features are more integrated into its broader customer service suite rather than being a standalone AI-driven solution.
Document360
Document360 is a knowledge base solution that, while not exclusively AI-driven, offers powerful search functionality and seamless integration capabilities. It is highly recommended for its ease of use and affordability, making it a strong alternative for organizations looking for a more traditional knowledge management system with some AI-enhanced features.
Tidio
Tidio’s AI customer service software includes a bot called Lyro AI, which can detect frequently asked questions, automate replies, and identify support opportunities. Lyro AI comes with predefined templates and can intelligently triage and route tickets. Tidio offers a free plan and various paid tiers, with Lyro AI available as an add-on.
ServiceNow
ServiceNow is a user-friendly ticketing tool that can be integrated with various monitoring tools. While it is not primarily an AI-driven customer service platform, it offers efficient query resolution and customer satisfaction features. It is a good alternative for organizations already using ServiceNow for other IT service management needs.
Key Differences
- AI Integration: LivePro stands out for its deep integration of AI across all its features, from content authoring to agent assist and analytics. In contrast, platforms like Freshdesk and Zendesk have more generalized customer service suites with AI as an added component.
- Generative AI: LivePro’s use of generative AI to produce answers and summaries in real-time is a unique feature that sets it apart from other platforms which may rely more on predefined templates or automated responses.
- Customization and Pricing: Freshdesk and Zendesk offer more flexible pricing plans and are generally easier to set up, but they may have limited customization options compared to LivePro. Tidio, on the other hand, offers a free plan and various paid tiers, but its AI features are add-ons.
In summary, LivePro is distinguished by its comprehensive AI integration and generative AI capabilities, making it a strong choice for organizations seeking to heavily leverage AI in their customer service operations. However, alternatives like Freshdesk, Zendesk, and Tidio offer different strengths and may be more suitable depending on the specific needs and preferences of the organization.
LivePro - Frequently Asked Questions
Frequently Asked Questions about LivePro
Does my pricing include training costs?
LivePro offers various implementation options, including a guided implementation pack that covers 2 days of upfront training. This training includes setting up your system, training your team, and helping you structure a roll-out plan. However, the cost of this training is typically included in the overall package, but it’s best to confirm with LivePro directly for specific details.How long will it take to implement the system?
The implementation time for LivePro can vary depending on the specific needs of your business. Some clients have rolled out the system to their teams in just a few days, while others may take longer. LivePro works closely with your team to determine your needs and objectives, ensuring an implementation plan that suits your business.Can I add or remove users at any time?
Yes, you can add or remove users from LivePro at any time. The system is scalable and allows you to adjust the number of users according to your business needs.Will I need IT to help me implement?
While LivePro can be a standalone knowledge management system stored in the cloud and does not require any downloads, you might want to involve your IT department for Single Sign-On (SSO) and integration with other business systems.How does LivePro integrate with existing systems?
LivePro uses an API-first approach, which allows for easy integration into your existing systems. This includes seamless integration with platforms like Genesys Cloud, ensuring that your knowledge base and AI functionalities work smoothly with your current setup.What kind of support does LivePro offer?
LivePro provides highly qualified consultants to help you every step of the way. Support includes phone, email, and online assistance, ensuring you have the help you need to get the most out of the system.How does LivePro handle security and governance?
LivePro takes security seriously and offers advanced permissions and governance features. This ensures that only approved answers from your knowledge base are provided to customers, and there are strict guardrails in place to keep conversations professional and on topic.Can LivePro handle high volumes of customer inquiries?
Yes, LivePro’s AI capabilities, including the AI Voice Agent Luna, can handle high volumes of calls seamlessly. Luna can manage anything from a handful to thousands of calls simultaneously, adapting to your contact center’s needs.How does LivePro’s AI improve over time?
LivePro’s AI, including Luna, continuously learns from each interaction to provide increasingly accurate and helpful responses. This ensures that the AI improves over time, reflecting changes in your knowledge base in real-time.Can I customize the AI Voice Agent?
Yes, you can customize the AI Voice Agent, Luna, to suit your organization’s brand identity. You can choose the AI agent’s name, voice, and greeting, making it highly customizable.How does LivePro impact agent workload and efficiency?
LivePro significantly reduces the workload on customer service agents by handling routine inquiries and providing AI-driven answers. This can lead to a reduction in Average Handling Time (AHT) and call queues, improving overall efficiency and customer satisfaction. LivePro - Conclusion and Recommendation
Final Assessment of LivePro in the Customer Service Tools AI-driven Product Category
LivePro stands out as a comprehensive and innovative knowledge management system, particularly suited for contact centers and customer service operations. Here’s a detailed assessment of its benefits and who would most benefit from using it.Key Features and Benefits
AI-Enhanced Knowledge Management
LivePro leverages AI to streamline operations, complete mundane tasks, and handle routine inquiries. This allows agents to focus on the human element of customer service. The system uses context-aware search, knowledge base integration, and natural language processing to deliver accurate and up-to-date answers.
Agent Assist
Seamlessly integrated with Genesys Cloud, LivePro’s Agent Assist provides agents with the correct answers directly from customer interactions, whether through voice or chat, without requiring any effort from the agents themselves.
AI-Assisted Search and Content Authoring
LivePro’s AI-assisted search features, including relevance scores, search summaries, and auto-complete, make it easy for agents to find answers quickly. The AI content authoring functionalities enable the rapid collation and authoring of large volumes of content, such as policies and procedures.
Comprehensive Analytics
The system offers advanced AI analytics to provide insights into knowledge, agent, and customer behaviors. This helps in better informing knowledge and customer service strategies.
Improved Efficiency and Compliance
LivePro enhances agent efficiency by providing approved, up-to-date answers in a simple format. It also simplifies compliance management by ensuring that all answers are current and approved.
Who Would Benefit Most
LivePro is particularly beneficial for organizations with large contact centers or customer service operations. Here are some key groups that would benefit:Contact Centers
Companies with extensive customer service operations will find LivePro invaluable in streamlining their processes, improving agent efficiency, and enhancing customer satisfaction.
Financial and Banking Institutions
Given the need for accurate and compliant information, financial and banking institutions can significantly benefit from LivePro’s advanced features and integration capabilities.
Healthcare and Insurance Providers
These organizations often deal with complex and sensitive information. LivePro can help them maintain up-to-date knowledge bases and ensure compliance while improving customer service.
Local Governments
Entities like the City of Gosnells have already seen the benefits of LivePro in terms of ease of use and advanced features, which can be crucial for public service organizations.