LivePerson Overview
LivePerson is a comprehensive platform designed to facilitate and enhance digital-first customer conversations, offering a robust set of tools and features to support brands in delivering exceptional customer experiences.
Conversational Cloud Overview
LivePerson’s Conversational Cloud is an integrated platform that enables brands to create, manage, and optimize conversational experiences across various channels, including messaging, voice, and other digital platforms. The platform is built to help businesses improve customer service, drive sales, and enhance marketing efforts through advanced conversational AI and automation.
Key Features and Functionality
Conversational AI and Automation
- LivePerson’s Conversation Builder allows users to design and build rich, engaging conversational flows with ease. It supports advanced dialogue management, global intent detection, entity detection, and slot filling. The platform also integrates with external NLU engines like Google Dialogflow.
No-Code and Code-Based Management
- The platform offers both no-code and code-based management options for conversational flows, allowing for automatic context switching, disambiguation of intent, and template creation. Developers can also write logic using JavaScript and inject code at every step of the interaction.
API Integrations and Function as a Service (FaaS)
- LivePerson provides extensive API integrations to connect with REST APIs, CRM systems, billing, inventory, and other business systems. The Function as a Service (FaaS) capability, known as LivePerson Functions, allows developers to write custom code triggered by events, such as the start of a conversation or keyword recognition, and deploy these functions quickly.
Analytics and Performance Measurement
- The platform includes robust analytics tools to measure bot performance and customer interaction outcomes. Brands can generate custom event reports and track the ROI of their conversational strategies in real-time.
Integrations and Unified Workspaces
- LivePerson integrates seamlessly with CRM systems like Salesforce, providing a unified and sleek agent workspace experience. This integration allows agents to manage tasks, accept incoming conversations, resolve customer issues, and transfer conversations efficiently across different messaging channels.
Generative AI and Agent Tools
- LivePerson has introduced new generative AI capabilities, including an Agent Workspace for Voice and a Generative AI Copilot. These tools provide agents with LLM-powered suggestions, rewrites, summaries, and translations to enhance their productivity and deliver more personalized customer support.
Multimedia and Interactive Messaging
- The platform supports diverse media messages, such as audio clips, documents, images, stickers, and videos, as well as interactive messages and proactive messaging templates. This is particularly enhanced through integrations with platforms like WhatsApp.
Security and Data Management
- LivePerson offers a secure environment with features like Vault storage for managing and updating confidential consumer data and credentials. This ensures that sensitive information is handled securely and efficiently.
Conclusion
In summary, LivePerson’s Conversational Cloud is a powerful tool for brands looking to leverage conversational AI, automation, and advanced analytics to improve customer engagement, streamline operations, and increase revenue. Its extensive features and integrations make it a versatile solution for enhancing customer experiences across multiple channels.