LivePerson announces new AI capabilities and integrations to help brands deliver Curiously Human(TM) digital experiences
PR94540
NEW YORK, Feb. 16, 2022 /PRNewswire=KYODO JBN/ --
- Powered by insights and intents from nearly 1 billion conversational
interactions per month, LivePerson's Conversational Cloud delivers exceptional
understanding, connection, and business outcomes
LivePerson (
) (Nasdaq: LPSN), a global leader in Conversational AI, today announced new AI
capabilities and integrations to help brands deliver Curiously Human(TM)
digital experiences (
) -- experiences that understand, connect, and deliver outcomes for brands and
consumers. Powered by nearly one billion conversational interactions per month
on the company's Conversational Cloud, LivePerson's AI interprets and
simplifies complex customer inquiries, helping customer care, sales, and
marketing teams deliver and automate meaningful conversations with their
consumers.
Video -
https://mma.prnewswire.com/media/1746820/LivePerson___Product_Updates.mp4
Logo - https://mma.prnewswire.com/media/178033/liveperson_logo.jpg
LivePerson has continually pushed the limits of human and computer connection
through AI (
). In recent years, the company developed a powerful bot-building platform that
allowed nontechnical workers in the contact center to create, improve, and
supervise conversational AI experiences. The company also introduced more
effective ways to measure how brands are meeting their goals for conversational
experiences. For example, in 2021, LivePerson introduced capabilities that
deeply understand and measure how humans feel about the conversation they had
with a bot (
), translating the results into actionable improvements brands can make to
their digital experience. Contact center agents were also empowered to easily
train AI models that enable better conversations (
).
The new capabilities announced today -- including advanced routing and
self-learning technology, integrations with thousands of apps brands and
consumers use every day, and better ways to track and deliver conversational
commerce -- help the company take a giant leap forward toward making digital
experiences feel Curiously Human.
Optimize customer engagement with routing, self-learning, and new automations
LivePerson's new AI-powered dynamic routing and actions capabilities understand
a consumer's intent and sentiment, using this insight to automatically route
conversations to the best qualified bot or agent.
Dynamic routing can now be deployed quickly and easily, with a no-to-low code
interface making it easy to drag-and-drop bots and policies directly into
conversational flows. This marks a major departure from traditional rules-based
routing decisions that are hard-coded into systems with professional services.
Dynamic routing can also be customized based on parameters like day of the
week, sales campaigns, supply chain issues, and much more. For example, a brand
can create a policy based on shopping cart value to automatically prioritize
and direct a high-value consumer to the best agent to increase the likelihood
of conversion and maximize sales.
LivePerson's dynamic actions capability monitors signals in real time and
triggers routing without relying on human intervention. For example, if a
flight is canceled, an airline using dynamic actions can automatically send an
alert to affected travelers and seamlessly connect them to an agent or AI
designated to handle rebooking. Dynamic routing is now generally available and
dynamic actions are coming soon.
LivePerson's Conversational AI can also now use real time signals like intents,
conversation quality, and sentiment scores to learn and improve on its own,
deploying self-healing strategies to understand users better, reset
conversations to a known good state, and delegate to other capable bots and
humans. LivePerson's meaningful automated conversation score (MACS) along with
dynamic actions, allow brands to build dialog handling that learns and improves
on its own based on conversation quality – creating a powerful self-learning
loop.
The company is also introducing new automations that can handle interruptions
to help conversations feel more natural. Instead of being confused when a human
sends multiple messages in quick succession, these automations identify the
single most important customer intent and focus the conversation on resolving
it. In addition, new automations handling "small talk" -- the greetings,
pleasantries, and even profanities that a consumer shares during a conversation
-- will begin rolling out next month.
Extend the value of AI to consumers and brands through integrations
LivePerson also announced the general availability of new integrations that
connect its Conversational Cloud (
) to the apps and services brands and consumers use every day. With over 34
billion API calls each month across the LivePerson platform, brands can easily
discover, activate, configure, and monitor thousands of integrations in one
place through LivePerson's self-service, no-code interface.
For consumers, these integrations increase value by expanding the number of
tasks that can be completed in a conversation. For example, integrations with
Calendly, DocuSign, and Stripe make it easy to set up appointments, record
signatures, and take payments -- all within the customer's messaging app of
choice.
For brands, these integrations provide value by connecting and automating more
transactions across their technology ecosystem. For example, instead of
pursuing long and expensive extensibility projects, a brand can simply
integrate with Salesforce to instantly open conversations with new customers or
Medallia to automate surveys as conversations wrap up.
Deliver better outcomes for conversational commerce
LivePerson's new commerce capabilities help brands capture the massive
opportunity of conversational commerce, attribute it correctly, and even
automate commerce conversations right out of the box.
With the debut of LivePerson's sales attribution tech, marketing and sales
leaders can now track and give credit for cross-channel sales to agents or bots
who participated in conversations and shared links to products or services.
Brands can also begin selling faster than ever with LivePerson's new commerce
starter pack, a quick start feature triggering highly accurate, automated
responses to increase sales conversions. The starter pack uses high-precision
Natural Language Understanding to automatically analyze and respond to
inquiries about product details, availability, returns, and shipping. Sales
attribution through shared links and the commerce starter pack are now
generally available.
Build trust and community with Curiously Human digital experiences
"In today's digital world, people crave more personalized, humanized
experiences. Brands have a massive opportunity to provide and scale these
experiences with us because our Conversational AI (
) makes millions of conversations as personal as one," said Rob LoCascio,
founder and CEO of LivePerson. "The vision we've unveiled today will give
people greater access to trusted conversations that fulfill their most
important intentions around everything from daily tasks and shopping to
long-term health and finance goals."
About LivePerson, Inc.
LivePerson (NASDAQ:LPSN) is a leading Conversational AI company creating
digital experiences that are Curiously Human. Every person is unique, and our
technology makes it possible for companies to treat their audiences that way at
scale. Our customers, including leading brands like HSBC, Orange, and GM
Financial, can now meet consumers where they are across social media,
messaging, email, voice, and more. Nearly a billion conversational interactions
are powered by our Conversational Cloud each month. Out of that comes a
uniquely rich data set for AI for brands to build connections that are anything
but artificial. To talk with us or our Conversational AI, please visit
liveperson.com (
).
Forward-Looking Statements
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. Any 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 current information and beliefs upon which we base our
expectations may change. Although these expectations may change, we are under
no obligation to inform you if they do. Actual events or results may differ
materially from those contained in the 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,
without limitation: major public health issues, and specifically the pandemic
caused by the spread of COVID-19; delays in our implementation cycles; customer
retention and their purchase of additional services, attracting new customers
and new consumer users of our consumer services; concerns relating to the
Internet that could result in new legislation or negative public perception;
risks related to new regulatory or other legal requirements that could
materially impact our business; risks relating to governmental export controls
risks related to industry-specific regulation and unfavorable industry-specific
laws, regulations or interpretive positions; future regulation of the Internet
or mobile devices; failures or security breaches in our services, those of our
third party providers, or customers; risks related to the regulation or
possible misappropriation of personal information belonging to our customers'
digital users; technology systems beyond our control and technology-related
defects that could disrupt the LivePerson services, risks related to protecting
our intellectual property rights or potential infringement of the intellectual
property rights of third parties; 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 the services
provided to consumers via our technology platforms. This list is intended to
identify only certain of the principal factors that could cause actual results
to differ from those discussed in the forward-looking statements. Readers are
referred to the reports and documents filed from time to time by us 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 Tague
mtague@liveperson.com
SOURCE LivePerson, Inc.
本プレスリリースは発表元が入力した原稿をそのまま掲載しております。また、プレスリリースへのお問い合わせは発表元に直接お願いいたします。
このプレスリリースには、報道機関向けの情報があります。
プレス会員登録を行うと、広報担当者の連絡先や、イベント・記者会見の情報など、報道機関だけに公開する情報が閲覧できるようになります。
