LivePerson launches suite of Conversational Intelligence solutions to accelerate digital and contact center transformation

LivePerson, a global leader in conversational AI,  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.

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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 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.”

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.”

SOURCE: PRNewswire