Product Overview
LivePerson is a leading platform in the realm of conversational commerce and customer engagement, designed to enhance and personalize every interaction between consumers and brands. LivePerson’s core offering is centered around its Conversational Cloud, a robust platform that leverages advanced AI, automation, and integration capabilities to manage and optimize customer conversations across various messaging channels.
Conversation Orchestrator
At the heart of LivePerson’s platform is the Conversation Orchestrator, an AI engine that directs conversations towards mutually beneficial outcomes. This engine quickly discerns the consumer’s intent and routes the conversation to the most suitable agent or bot, ensuring efficient and personalized interactions. The Dynamic Routing feature uses consumer attributes, conversation metrics, and data from enterprise systems like CRM to create highly personalized experiences.
LivePerson Functions
LivePerson Functions is a Function as a Service (FaaS) platform that allows brands to develop custom behaviors within the Conversational Cloud. This platform enables developers to write, deploy, and execute custom code in response to specific events, such as the start of a conversation, keyword recognition, or custom bot events. Functions facilitate rapid integration with external systems like CRMs and ticketing systems, and they can be deployed and made live in a matter of minutes, without the need for managing infrastructure or security risks.
Integration with CRM and Enterprise Systems
LivePerson seamlessly integrates with CRM systems such as Salesforce, providing a unified and sleek agent workspace experience. The LivePerson Connector for Salesforce allows agents to manage all incoming customer messages within Salesforce, access rich customer context, and automate various tasks. This integration enables agents to identify customers, compress CRM workflows, and automatically save data to Salesforce, enhancing efficiency and customer experience.
Agent Workspace and Productivity Tools
LivePerson offers advanced tools to enhance agent productivity and customer satisfaction. The Agent Workspace for Voice integrates existing voice providers into a single command center, reducing complexity and training costs while improving workflows. Additionally, the Generative AI Copilot provides agents with AI-powered suggestions, rewrites, summaries, and translations, helping them handle conversations more effectively.
Key Features and Functionality
- Dynamic Routing and Personalization: Routes conversations to the most suitable agents or bots based on consumer intent and context.
- Customizable Workflows: LivePerson Functions allow brands to create custom behaviors and integrate with external systems.
- CRM Integration: Seamless integration with CRM systems like Salesforce to provide a unified agent workspace and rich customer context.
- Advanced AI Tools: Includes generative AI capabilities to enhance agent productivity and customer satisfaction.
- Conversation Management: Manage multiple messaging interactions, transfer conversations, and access conversation history all within a centralized platform.
- Security and Compliance: Built-in security features, such as Vault storage for secrets, ensure the secure management of confidential data.
- Scalability and Reliability: Functions run on reliable and scalable infrastructure without the need for brands to manage it themselves.
Benefits
LivePerson’s platform addresses the challenges of conversational commerce by managing high volumes of conversations efficiently, delivering personalized and effective service to every consumer. It optimizes agent workflows, reduces inefficiencies, and provides a consistent experience across all communication channels. With its advanced AI and automation capabilities, LivePerson helps brands transform their contact centers and enhance overall customer experiences.