Report acknowledges LivePerson's AI
capabilities in customer service and CRM
NEW
YORK, Oct. 3, 2023 /PRNewswire/ -- LivePerson
(Nasdaq: LPSN), a global leader in Conversational AI, has been
recognized in Forrester's new report: "How Generative AI Will
Transform CRM." The report details how generative AI capabilities
can enhance customer relationship management — including customer
service, sales and marketing — by increasing productivity and
helping agents deliver better customer experiences.
Forrester specifically mentioned LivePerson's generative
AI-powered Agent Workspace, noting, "Generative AI helps agents
improve case resolution by learning from prior interactions,
summarizing responses to customer inquiries, and drafting content,
allowing agents to be more productive and focus on customer
understanding. LivePerson's generative AI-powered Agent Workspace
auto-summarizes notes for agents."
The report also acknowledged how LivePerson's AI and automation
capabilities have led to specific business outcomes. Forrester
mentions, "By using LivePerson's LLM-powered conversation summary
widget across 25 agents, a top 10 US credit union improved the time
to first response by 25% and average response time by 20%. Agents
benefited by spending less time with an 'away' status and more time
'online', focusing on higher-value tasks rather than transcribing
call notes."
According to a blog post by Forrester's CEO, George Colony, the time to move on generative AI
is now: "As companies operate generative AI, they'll have to
continually monitor and perfect to ensure that it's imparting
valuable information, not hallucinations. In that respect, this is
an 'Iron Man' moment, not a robot moment — it's an opportunity to
put workers in 'suits' of technology to enable them to serve
customers better. As long as the customer knows that a human
being is in that suit, trust will advance, because people trust
people."
"As Forrester's new report says, new applications of AI won't
replace customer engagement, but in fact make it more important to
brands' strategies than ever before," said Alex Kroman, Executive Vice President, Product
and Technology at LivePerson. "With the latest conversational and
generative AI solutions, any brand can turn its customer-facing
employees into what Forrester calls 'superpowered administrators
and collaborators' to provide differentiated experiences."
To learn more about LivePerson's solutions for enterprise
conversations, visit liveperson.com. Download the Forrester report
"How Generative AI Will Transform CRM" using your Forrester.com
login.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is the global leader in
enterprise conversations. Hundreds of the world's leading brands —
including HSBC, Chipotle, and Virgin Media — use our award-winning
Conversational Cloud platform to connect with millions of
consumers. We power nearly a billion conversational interactions
every month, providing a uniquely rich data set and safety tools to
unlock the power of Conversational AI for better business outcomes.
Fast Company named us the #1 Most Innovative AI Company in the
world. To talk with us or our AI, please visit liveperson.com.
Media Contact: Mike Tague,
mtague@liveperson.com
View original content to download
multimedia:https://www.prnewswire.com/news-releases/liveperson-recognized-in-report-on-generative-ai-and-innovative-ai-applications-by-independent-research-firm-301945340.html
SOURCE LivePerson, Inc.