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LivePerson Introduces Suite of Conversational Intelligence Solutions

By Tracey E. Schelmetic November 07, 2023

Today, many companies looking to improve business operations and keep costs under control are turning to artificial intelligence (AI) solutions to complete the job. Unfortunately, many businesses – and their frustrated customers -- have discovered that AI solutions incorporate a lot less “I” than they do “A.”

To succeed with AI, it’s important to understand the role that conversational intelligence plays in automating customer support. Conversation intelligence – something humans can do without effort – is critical in an AI-based solution. It’s a way for AI technology to make smarter decisions using real-time data.

Conversational AI company LivePerson recently 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, said the company in the product announcement.

Part of LivePerson's Conversational Cloud, the Conversational Intelligence suite consists of three solutions designed to leverage conversational data, a.k.a. 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 customer behaviors, preferences and signals across channels.
     
  • Generative Insights applies large language models (LLMs) to conversational data, meaning customers can eliminate manually sifting through long transcripts and spreadsheets.
     
  • Report Center aggregates reporting into a simple and configurable dashboard to measure the performance of both AI-powered 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 enables 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."




Edited by Alex Passett
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