LivePerson Overview
LivePerson is a leading enterprise platform specializing in digital-first customer conversations, leveraging advanced conversational AI, automation, and intelligence to enhance customer engagement and business outcomes.
Key Functionality
Conversational Cloud Platform
The core of LivePerson’s offering is the Conversational Cloud platform, which powers nearly 1 billion conversational interactions each month. This platform integrates trustworthy Generative AI and large language model (LLM) capabilities to drive better business outcomes across voice and messaging channels.
Conversational AI and Automation
LivePerson’s platform balances human agents with intelligent automations and Conversational AI. This allows businesses to meet customers where they are, whether through voice, SMS, WhatsApp, or other preferred channels. The platform includes NLU (Natural Language Understanding) and AI chatbot tools to automate routine tasks and improve customer interactions.
Conversational Intelligence
The platform provides deep insights into consumer behavior through data analysis from every conversational interaction. This enables businesses to understand customer needs and feelings, thereby improving every conversational experience. Brands can access and analyze data across various channels to make informed decisions.
Agent and Supervisor Experience
LivePerson enhances the agent and supervisor experience by providing a unified and efficient workspace. Agents can review, edit, and approve AI responses in real-time, ensuring trustworthy AI interactions. The platform also offers improved agent tools, real-time context, and increased supervisor visibility.
Communication Channels
The platform supports a wide range of communication channels, including SMS, WhatsApp, voice, and more. This allows businesses to connect with customers through their preferred channels, ensuring seamless and personalized interactions.
Open Platform and Integrations
LivePerson’s open platform enables integration with existing CRM, marketing, and data systems. This helps in personalizing and streamlining interactions, breaking down technology silos, and unlocking the full potential across the enterprise.
LivePerson Functions
LivePerson Functions is a Function as a Service (FaaS) platform that allows developers to write, deploy, and customize code quickly. This feature enables brands to:
- Rapidly build, test, and deploy new conversational experiences.
- Customize how the platform reacts to specific events, such as conversation status changes or keyword recognition.
- Optimize functions without lengthy deployment cycles, leveraging templates and a user-friendly interface.
Generative AI Capabilities
LivePerson has introduced new generative AI tools designed to enhance agent productivity and customer satisfaction. Key features include:
- Agent Command Center: Integrates voice and messaging into a unified workspace.
- Generative AI Copilot: Provides agents with LLM-powered suggestions, rewrites, summaries, and translations to deliver more efficient and personalized support.
- Enhanced Analytics: Offers real-time analytics to measure the ROI of AI-powered and omnichannel conversations, helping brands track and improve performance.
Additional Features
- Media Messages: Through integrations like WhatsApp, LivePerson allows brands to send diverse media messages, including audio clips, documents, images, stickers, and videos, enhancing user engagement.
- Interactive Messages: Enables interactive messaging capabilities that have shown higher response and conversion rates compared to text-only messages.
- Proactive Messages and Source Attribution: Allows brands to send outbound messages using pre-approved templates and track which ad or post a consumer interacted with.
Conclusion
In summary, LivePerson’s Conversational Cloud platform is a comprehensive solution that leverages AI, automation, and intelligence to improve customer engagement, agent efficiency, and overall business outcomes. Its flexible and integrative nature makes it a powerful tool for enterprises looking to optimize their customer conversation strategies.