Product Overview
LivePerson is a comprehensive conversational AI platform designed to enhance and personalize consumer interactions with brands across various channels. The platform is built to optimize every consumer interaction, ensuring that conversations are directed towards mutually beneficial outcomes. At its core, LivePerson leverages advanced AI and automation to manage high volumes of conversations efficiently while delivering personalized and effective service.
Key Features and Functionality
Conversation Orchestrator
The Conversation Orchestrator is LivePerson’s powerful AI engine that directs conversations to the most suitable agent or bot based on the consumer’s identified intent and context. This includes evaluating data from consumer attributes, conversation metrics, and enterprise systems like CRM (Customer Relationship Management) systems. This dynamic routing ensures highly personalized experiences, allowing consumers to be recognized by name, location, and other relevant details such as VIP status.
LivePerson Functions
LivePerson Functions is a Function as a Service (FaaS) platform that enables developers to write, test, and deploy custom code quickly. This allows brands to extend the conversational commerce platform by triggering custom behaviors in response to specific events, such as the start of a conversation or keyword recognition. Functions simplify the process of customizing solutions, eliminating the need for setting up new services, APIs, or managing server infrastructure. It also includes features like vault storage for securing confidential data and scheduled function execution.
Integration with CRM Systems
LivePerson integrates seamlessly with CRM systems like Salesforce, providing a unified and sleek agent workspace experience. The LivePerson Connector for Salesforce offers a single consolidated view with rich customer context, enabling agents to manage tasks such as accepting incoming conversations, resolving customer issues, and transferring conversations to other agents or bots. It also supports features like basic CRM matching, customized consumer information views, and automatic conversation logging.
Generative AI Capabilities
LivePerson has introduced new generative AI tools to enhance agent experiences and customer interactions. The Agent Workspace for Voice integrates existing voice providers into a connected command center, reducing complexity and training costs. The Generative AI Copilot provides agents with AI-powered suggestions, rewrites, summaries, and translations, improving their efficiency and the quality of customer interactions.
WhatsApp and Multimedia Messaging
LivePerson’s platform supports a range of features for WhatsApp, including media messages (audio clips, documents, images, videos), interactive messages, and proactive messages using pre-approved templates. These features are designed to optimize user experiences and increase engagement and conversion rates. Additional functionalities include source attribution and IVR and VoiceBot deflection to enhance efficiency and customer satisfaction.
Personalized and Efficient Conversations
The platform is designed to handle multiple channels of conversation at scale, providing agents with real-time consumer information, conversation history, and the ability to manage multiple messaging interactions simultaneously. It supports rich media interactions, including emojis, files, and images, and allows for the transfer and resumption of conversations as needed.
Conclusion
In summary, LivePerson’s conversational AI platform is a robust solution that leverages AI, automation, and integration with CRM systems to deliver highly personalized and efficient customer interactions. Its key features include dynamic routing, custom functions, generative AI tools, and comprehensive support for multimedia messaging, all aimed at enhancing the consumer experience and optimizing business operations.