LivePerson, a global pioneer in conversational AI, has announced the release of its Conversational Intelligence suite of features, as well as its LP 360 business-managed services solution. Both new services enable businesses to empower their employees, digitize client interactions, and embrace AI and automation to improve business outcomes.
LivePerson’s new offerings are the most advanced enterprise-class conversational intelligence tools and managed services on the market, based on decades of experience helping organizations enhance digital engagement and informed by billions of real customer interactions. They will make their debut during the company’s Spark launch event on November 14, 2023, featuring demos and keynotes from LivePerson AI experts.
The Conversational Intelligence suite, which is part of LivePerson’s award-winning Conversational Cloud, consists of three products that use conversational data – the real voice and words of the client — to reinvent how conversational AI achieves business outcomes:
- Analytics Studio aggregates and turns phone and messaging interactions into actionable data that makes sense of your consumers’ cross-channel behaviors, preferences, and signals.
- Generative Insights applies cutting-edge large language models to your conversational data, which means you can stop wasting time sifting through transcripts and spreadsheets. Simply ask an open-ended inquiry to gain immediate insights from your consumer discussions.
- Report Centre consolidates information into a simple and customizable dashboard for measuring the effectiveness 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,” John Collins, interim CEO of LivePerson, said in a statement “With our Conversational Intelligence suite, you can understand what customers want, measure your performance, and continuously improve, putting the ‘I’ in AI.” And that’s only the beginning: in addition to optimization and personalization, Conversational Intelligence enables you to discover new revenue streams that can alter your organization.”
“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,” John Collins, interim CEO of LivePerson, said in a statement “With our Conversational Intelligence suite, you can understand what customers want, measure your performance, and continuously improve, putting the ‘I’ in AI.” And that’s only the beginning: in addition to optimization and personalization, Conversational Intelligence enables you to discover new revenue streams that can alter your organization.”
Enterprise clients already use LivePerson’s analytics capabilities to solve problems and generate outcomes, and the company’s new Conversational Intelligence products will expedite how they leverage data to better serve consumers.
“From my experience with LivePerson, I’ve learned that the intent data we collect is a gold mine for understanding our customers.” Access to what our clients are saying — and being able to surface that to drive business outcomes — is a huge 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.”
LP 360 is a turnkey managed services product for enterprise discussions that will also debut at the Spark event on November 14. This program is aligned to pre-defined business targets — tying fees to your success — and offers the quickest path to results, going from kickoff to launch in as little as four weeks.
- Performance: LP 360 provides a baseline and monitors outcomes over time based on the KPIs that matter most to your business: lead generation, conversion rates, cost savings, revenue, or other objectives.
- Platform: LP 360 uses the Conversational Intelligence suite to assist you in learning what your consumers desire and then works with you to digitize and eventually automate those intents. Every feature on the Conversational Cloud platform, in addition to Conversational Intelligence, is implemented to fulfill your goals.
- People: LivePerson hires, trains, and manages your agents, scaling up or down as needed to meet business objectives. LP 360 also offers professional strategy and implementation specialists from the LivePerson team, who have verticalized knowledge in financial services, travel & hospitality, telecommunications, automotive, retail, and other industries.
“Our managed services team has already delivered incredible results for some of the world’s largest brands, successfully reducing operating expenses by 30% or more while increasing Net Promoter Scores by 30+ points.” “With the launch of LP 360, LivePerson now offers this level of dedicated partnership to businesses all over the world,” said Nirali Amin, Vice President of Enterprise Solutions at LivePerson. “It is expensive to build, optimize, and maintain a contact center.” LP 360 unlocks everything you need to generate better results as quickly as possible, including technology, labor, automation, and full end-to-end management.”
LivePerson client In just six weeks, RealReal collaborated with the LP 360 team to deliver a seamless, luxury-level experience for consignors, purchasers, and internal workers. Early results included shorter wait times (less than two minutes on message versus three days on email), a 10% increase in customer satisfaction, and lower costs while expanding headcount. The LP 360 and The RealReal team also outperformed their expectations for moving contact volume to message, transferring 40% in less than six months vs their initial aim of 30%.