Product Overview
LivePerson’s platform is built to manage, measure, and scale messaging conversations across various channels, ensuring seamless and efficient customer interactions. At its core, LivePerson leverages advanced AI and automation to direct conversations toward mutually beneficial outcomes.
Key Features and Functionality
Conversation Orchestrator
LivePerson’s Conversation Orchestrator is a powerful AI engine that operates in the background to discern consumer intent and route conversations to the most suitable agent or bot. This Dynamic Routing system uses consumer attributes, conversation-based metrics, and enterprise systems to create highly personalized experiences.
LivePerson Functions
This Function as a Service (FaaS) platform allows brands to develop custom behaviors within the LivePerson platform. Brands can write custom code triggered by various events, such as the start of a conversation, keyword recognition, or custom bot events. This enables rapid building, testing, and deployment of new conversational experiences, including seamless connections to CRM systems, scheduling consumer follow-ups, and automatic lookups of outstanding consumer tickets.
Generative AI and Agent Tools
LivePerson has introduced new generative AI capabilities to enhance agent productivity and customer satisfaction. The Generative AI Copilot provides agents with AI-powered suggestions, rewrites, summaries, and translations, making customer support more efficient and personalized. Additionally, the Agent Workspace for Voice integrates voice and messaging channels into a unified command center, reducing complexity and improving workflows for agents.
Analytics and ROI Measurement
The platform includes enhanced analytics tools that provide real-time performance metrics and ROI measurements for AI-powered and omnichannel conversations. These tools help brands track efficiency, customer experience, and the financial impact of their conversational strategies.
Integration with CRM Systems
LivePerson offers integrations with CRM systems like Salesforce through the LivePerson Connector for Salesforce. This integration provides agents with a unified workspace, rich customer context, and automations. Agents can manage multiple messaging interactions, accept incoming conversations, resolve customer issues, and escalate or transfer conversations as needed. The integration also includes features like automatic conversation logging, note logging, and the ability to relate interactions to cases or opportunities within the CRM.
WhatsApp and Multimedia Messaging
LivePerson’s platform integrates with WhatsApp APIs to offer a range of features such as media messages (including audio clips, documents, images, and videos), interactive messages, and proactive message templates. These features enhance user engagement and conversion rates, and also include capabilities like source attribution and IVR and VoiceBot deflection to increase efficiency and customer satisfaction.
Summary
LivePerson’s platform is a robust solution for brands aiming to optimize their customer interactions through advanced AI, automation, and personalized conversational experiences. With its Conversation Orchestrator, LivePerson Functions, generative AI tools, comprehensive analytics, and seamless CRM integrations, LivePerson enables brands to deliver efficient, personalized, and data-driven customer support across multiple channels.