Platform Overview
LivePerson is a leading enterprise platform specializing in digital-first customer conversations, designed to enhance and streamline customer interactions across various channels. LivePerson’s Conversational Cloud platform is built to facilitate seamless and personalized customer interactions, integrating multiple messaging channels, AI-driven solutions, and robust analytics. The platform is used by top brands to manage and orchestrate conversations at scale, improving customer satisfaction and agent efficiency.
Key Features and Functionality
Unified Agent Workspace
LivePerson offers a unified and sleek agent workspace experience, particularly through its Connector for Salesforce. This integration allows agents to log in to Salesforce and engage with customers directly, managing tasks such as accepting incoming conversations, resolving customer issues, and transferring conversations to other agents or bots. The workspace provides a single consolidated view with rich customer context, automations, and features like rich media support, conversation status tracking, and basic CRM matching.
AI and Automation
The platform leverages advanced AI capabilities to enhance agent productivity and customer experiences. This includes generative AI tools such as agent-facing GenAI copilots that provide suggestions, rewrites, summaries, and translations to support agents. Additionally, AI agents are used for intelligent routing and data collection, replacing traditional rules-based bots to improve customer interactions.
Multi-Channel Support
LivePerson supports a wide range of messaging channels, including WhatsApp, where brands can send diverse media messages such as images, videos, audio clips, and interactive messages. This integration enhances user experiences and increases response and conversion rates.
Customizable Functions
LivePerson Functions, a Function as a Service (FaaS) platform, allows developers to write and deploy custom code quickly, tailoring the conversational platform to specific business needs. This feature enables rapid building, testing, and deployment of new conversational experiences, triggered by events such as the start of a conversation or keyword recognition.
Voice-to-Digital Transformation
The platform includes Voice-to-Digital capabilities that unify voice and messaging channels, integrating voice data with digital analytics. This allows for more connected agent and customer experiences, automating voice conversations in a more human and natural way using LLM-powered Voice AI.
Analytics and Orchestration
LivePerson’s Analytics Studio and Conversation Orchestrator harmonize data signals across enterprise systems, including CRMs, CDPs, and customer analytics. These tools support critical use cases such as agent coaching, AI content moderation, intelligent routing, and increased self-service options.
Integration and Compatibility
The platform integrates seamlessly with various enterprise technologies and supports a range of large language models (LLMs) and third-party bots, allowing brands to control costs, performance, compliance, and security. Brands can bring their own LLMs and bots, such as those from OpenAI, Google, Meta, and IBM Watson, to contribute to customer conversations.
Security and Compliance
LivePerson includes features like Vault storage for securing and managing confidential consumer data and credentials, ensuring that brands can handle sensitive information safely and efficiently.
Conclusion
In summary, LivePerson’s Conversational Cloud is a comprehensive platform that empowers brands to deliver personalized, efficient, and connected customer experiences through advanced AI, multi-channel support, customizable functions, and robust analytics and integration capabilities.