Improved recommendation engine for content and bots puts conversational AI
work for agents, save time and improve chat results
NEW YORK, April 8, 2022 /PRNewswire/ — LivePerson, Inc.. (Nasdaq: LPSN), a global leader in conversational AI, today announced significant upgrades to its Conversation Assist capabilities, which provide agents with real-time AI-powered recommendations for inserting content and bots directly into customer conversations with a single click.
Conversation Assist Arming Agents with the right answers and AI support to help customers get help or purchase products.
Conversation Assist instantly arms agents with the right answers and AI support to help customers get help or purchase products. It analyzes each message from a customer to determine if a recommendation can help resolve their intent, then presents relevant content and automations directly inline in the chat in the agent workspace. Agents can then send recommended replies immediately or delegate tasks to recommended bots.
With Conversation Assist, agents stay in full control of delivering the best customer experiences. They can easily personalize any recommended text before sending it, as well as remove bots from conversations if needed.
New enhancements to the Conversation Assist recommendation engine include:
The ability to leverage multiple sources of recommendations at once, including a brand’s knowledge base, automations created through LivePerson’s Conversation Builder, and bots from third-party platforms such as DialogFlow and Watson.
An intuitive interface presenting multiple in-line recommendations in the conversation, allowing agents to select the best one for the job.
An easy-to-use dashboard of rich analytics, allowing brands to continuously monitor and improve recommendation performance and agent engagement.
Conversation Assist generates meaningful results for consumers, agents and brands, including:
Improved consumer sentiment
Reduced agent handle time and response time
Increase in the number of simultaneous conversations with agents
Reduced time to onboard new agents
A leading UK telecommunications brand uses Conversation Assist to increase the efficiency and accuracy of sales conversation compliance. By leveraging more than 15,000 bot referrals per month, the brand achieved productivity savings estimated at 5 minutes per conversation, as well as reducing agent handle time by 13.5%, while increasing sales.
“LivePerson’s conversational AI helps brands better understand customer intent, connect across channels, and deliver meaningful results. Powered by our natural-touch AI, Conversation Assist’s enhanced recommendation engine helps balance the effectiveness of bots and the human touch of a brand’s agents to provide consumers with even more effective and useful conversations,” said Rob LoCasciofounder and CEO of LivePerson.
Conversation Assist is a fully integrated LivePerson conversational cloud solution that powers customer service and commerce across industries including retail, healthcare, financial services, travel and hospitality, and more.
For more information, please visit www.liveperson.com.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is a leading conversational AI company that creates curiously human-like digital experiences. Every person is unique, and our technology enables companies to treat their audiences in this way at scale. Our customers, including leading brands like HSBC, Orange and GM Financial, can now meet consumers where they are via social media, messaging, email, voice and more. Nearly one billion conversational interactions are powered by our Conversational Cloud every month. The result is a uniquely rich data set for AI to enable brands to create connections that are anything but artificial. fast business named us the most innovative AI company in the world. To talk with us or our conversational AI, please visit liveperson.com.
Statements in this press release regarding LivePerson that are not historical facts are forward-looking statements and are subject to risks and uncertainties that could cause actual future events or results to differ materially from such statements. All such forward-looking statements, including but not limited to financial guidance, are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. It should be clearly understood that the information and beliefs on which we base our expectations may change. While these expectations may change, we are under no obligation to notify you if they change. Actual events or results may differ materially from those contained in projections or forward-looking statements. Some of the factors that could cause actual results to differ materially from the forward-looking statements contained herein include, but are not limited to: major public health concerns, and in particular the pandemic caused by the spread of COVID-19; delays in our implementation cycles; the retention of customers and their purchase of additional services, attracting new customers and new consumers who use our consumer services; Internet-related concerns that could result in new legislation or negative public perception; risks related to new regulatory requirements or other legal requirements that could materially affect our business; risks relating to governmental export controls; risks relating to industry-specific regulation and adverse industry-specific laws, regulations or interpretative positions; future regulation of the Internet or mobile devices; failures or security breaches in our services, those of our third-party providers or our customers; risks related to the regulation or potential misuse of personal information belonging to our customers’ digital users; technology systems beyond our control and technology-related faults that could disrupt the LivePerson Services, risks related to the protection of our intellectual property rights, or potential infringement of the intellectual property rights of third parties; the risks associated with the use of AI in our product offerings; errors, failures or “bugs” in our products may be difficult to correct; our ability to license necessary third-party products or software for use in our products and services, and our ability to successfully integrate third-party software; legal liability and/or negative publicity for services provided to consumers through our technology platforms. This list is intended to identify only some of the major factors that could cause actual results to differ from those discussed in the forward-looking statements. Readers are encouraged to consult the reports and documents we file from time to time with the Securities and Exchange Commission for a discussion of these and other important factors that could cause actual results to differ from those discussed in forward-looking statements.
CONTACT: Mike Tagmtague@liveperson.com
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SOURCE LivePerson, Inc.