Cutting-edge AI & analytics tools put the
"I" in "AI," redefining how enterprises can measure and improve
digital conversations to achieve better outcomes
New turnkey managed services solution, LP 360,
provides the fastest route to guaranteed performance
outcomes
NEW
YORK, Nov. 1, 2023 /PRNewswire/ --
LivePerson (Nasdaq: LPSN), a global leader in conversational
AI, today announced the launch of its Conversational
Intelligence suite of capabilities, as well as its enterprise
managed services solution, LP 360. Both new offerings allow
businesses to empower their people, shift customer conversations to
digital, and embrace AI and automation to drive better business
outcomes.
Based on decades of expertise helping brands improve digital
engagement — and informed by billions of real customer interactions
— LivePerson's new offerings are the most advanced enterprise-class
conversational intelligence tools and managed services on the
market. They will debut with demos and keynotes from LivePerson AI
experts at the company's November 14,
2023 Spark launch event.
Part of LivePerson's award-winning Conversational Cloud, the
Conversational Intelligence suite consists of three solutions
that leverage conversational data — the literal voice and words of
the customer — to redefine how conversational AI drives business
outcomes:
- Analytics Studio combines and converts voice and
messaging conversations into actionable data that makes sense of
your customers' behaviors, preferences, and signals across
channels.
- Generative Insights applies cutting-edge large language
models to your conversational data, meaning you can say goodbye to
spending hours sifting through transcripts and spreadsheets. Just
ask an open-ended question and receive instant insights from your
customer conversations.
- Report Center aggregates reporting into a simple and
configurable dashboard to measure the performance of your AI- and
human-powered interactions.
"As the most scaled solution for messaging and automation in the
world — and with one of the world's most extensive datasets for
customer engagement — LivePerson sets the standard for turning
conversational data into better business outcomes," said
John Collins, Interim CEO of
LivePerson. "Our Conversational Intelligence suite puts the 'I' in
AI by allowing you to understand what customers want, measure your
performance, and continuously improve. And that's just the
beginning: beyond optimization and personalization, Conversational
Intelligence even allows you to uncover new revenue opportunities
that transform your business."
According to Forrester, "Insights from contact center
conversations are driving enterprise-wide value. Companies are
recognizing that the contact center is far more than operational
overhead. In many cases, the only one-to-one interaction a company
will have with its customers is through the contact center — these
conversations represent a gold mine of business value."*
LivePerson's enterprise customers already use its analytics
capabilities to solve problems and drive results, and the company's
new Conversational Intelligence solutions are set to accelerate how
they leverage data to better serve consumers.
"I've learned from my experience with LivePerson that the intent
data we collect is a treasure trove for understanding our
customers. Having access to what our clients are saying — and being
able to surface that to drive business outcomes — is a massive
opportunity," said Holly Carroll,
Vice President of Client Services at The RealReal. "We're able to
analyze real-time, verbatim feedback, which is something I
personally do every single morning to understand our customers'
wants and pain points."
Also set to launch at the November
14 Spark event, LP 360 is a turnkey managed
services offering for enterprise conversations. This program
aligns to pre-defined business outcomes — tying fees to your
success — and provides the fastest route to outcomes, going from
kickoff to launch in as little as four weeks.
- Performance: Based on industry benchmarks, LP 360
establishes a baseline and measures outcomes over time — based on
the KPIs that matter most to your business: lead generation,
conversion rates, reduced costs, revenue, or other goals.
- Platform: Using the Conversational Intelligence suite,
LP 360 helps you understand what your customers want, then works
with you to digitize and ultimately automate those intents. In
addition to Conversational Intelligence, every capability on the
Conversational Cloud platform is deployed to achieve your
objectives.
- People: LivePerson hires, trains, and manages your
agents, scaling as needed to meet your goals. LP 360 also provides
dedicated strategy and implementation specialists from the
LivePerson team, with verticalized expertise in financial services,
travel and hospitality, telecommunications, automotive, retail, and
more.
"Our managed services team has already delivered incredible
results for some of the world's biggest brands, where we've
successfully reduced operating expenses by 30% or more while
simultaneously boosting Net Promoter Scores by 30+ points. The
launch of LP 360 opens up this level of dedicated partnership to
enterprises across the globe," said Nirali
Amin, Vice President of Enterprise Solutions at LivePerson.
"Building, optimizing, and maintaining a contact center is costly.
LP 360 unlocks everything you need — technology, labor, automation,
and full end-to-end management — to achieve better outcomes as fast
as possible."
LivePerson customer The RealReal worked with the LP 360 team to
launch a seamless, luxury-level experience for consignors, buyers,
and internal employees in just six weeks. Early results included
reduced wait times (less than two minutes on messaging compared to
three days on email), a 10% boost in customer satisfaction scores,
and reduced costs in spite of increasing headcount. The LP 360 and
The RealReal team also exceeded their goals for shifting contact
volume to messaging, with 40% shifted in less than six months
compared to their initial goal of 30%.
Join LivePerson's Spark launch event on November 14, 2023 at 2 PM
ET to learn more. The event will include demos of the
Conversational Intelligence suite, as well as keynotes from
LivePerson experts about using AI to achieve better business
outcomes.
*According to the Forrester report, The Conversation
Intelligence For Customer Service Landscape, Q2 2023.
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.
CONTACT: Mike Tague,
mtague@liveperson.com
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SOURCE LivePerson, Inc.