LivePerson enhances Conversational AI capabilities to help brands strengthen customer and agent experiences
LivePerson, a global leader in customer engagement solutions, announced enhancements to its Conversational AI that will help brands hold even better conversations with their customers on a massive scale. Four new AI-powered capabilities include AI Search, On-Demand Recommendations, “Small Talk” NLU, and Repeat Intent Rate measurement.
Powered by nearly one billion conversational interactions per month on the company’s Conversational Cloud, LivePerson‘s Curiously Human™ AI helps customer care, sales, and marketing teams deliver and automate more meaningful, natural-feeling conversations.
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The AI-powered features and integrations announced today — including new ways to engage with customers and capture, measure, and use conversational data — make it easier for brands to improve bot performance, enhance customer and agent experiences, and accelerate time to value while cutting costs.
“As we head into 2023, brands are looking to do more with less. AI and automation will only become more important as they seek to increase customer loyalty while reducing operational costs,” said Rob LoCascio, founder and CEO of LivePerson. “Our latest research shows that 98% of brands say AI is important to their customer engagement strategy, but only 28% say they’re realizing its full potential. With the capabilities we’re announcing today, they can start leveraging automation and AI faster than ever to provide even better digital experiences.”
AI Search immediately answers questions without escalating to human agents right out of the box
AI Search raises the bar for customer engagement by providing the most accurate answers to customer questions, only requiring knowledge base content to work. First, it uses deep learning to understand the customer’s intent, the context of their query, and their phrasing. Then, it uses those factors to deliver the best answers — either directly to the customer through a self-service bot or to agents in the form of recommended answers that they can instantly drop into a customer conversation.
AI Search is an out-of-the-box solution that vastly increases time to value. Instead of spending an inordinate amount of time on data science and taxonomy efforts, brands can simply add their content, then turn on AI Search to substantially increase how often and how well they’re answering customer questions.
SOURCE: PR Newswire
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