Advanced AI and analytics tools for the
contact center and beyond
will debut with demos and keynotes at October 23 virtual Spark event
Signet Jewelers, BECU, Frost Bank, and
Mr. Cooper Group will present
how they leverage LivePerson for connected customer
experiences
NEW
YORK, Oct. 15, 2024 /PRNewswire/ --
LivePerson (Nasdaq: LPSN), the enterprise leader in
digital-first customer conversations, today announced the launch of
new and enhanced AI tools designed to accelerate agent
productivity, increase customer satisfaction, and measure the ROI
of AI-powered customer conversations.
Set to debut on October 23, in the
next installment of the company's signature Spark series, these
innovative solutions transform the contact center by putting humans
first. Ranging from a new agent command center unifying voice
and messaging to enhanced analytics dashboards that unlock the full
potential of conversation data, all of LivePerson's new and
improved capabilities are based on decades of expertise working
hand-in-hand with the world's top brands — and informed by billions
of real customer interactions.
For the first time, all Spark presentations will be available to
the general public.
"The world's largest brands are in the midst of a fundamental
shift in how they do business — starting in the contact center.
That's why we're focusing our latest product launch on the
essential AI tools you need to connect and measure experiences
across voice and messaging," said John
Sabino, CEO of LivePerson. "Join us at Spark for a
first-hand look at how our incredible customers are using these
tools to transform their businesses around AI-powered
conversations."
New tools give agents command and control over AI for better
CX
The path to enterprise transformation starts in the
contact center. Traditional voice-centered contact centers are ripe
for optimization, marked by inefficiencies that can be addressed
quickly through digital and AI solutions. Simultaneously, today's
consumers have very high expectations and are easily frustrated by
slow, siloed, and generic experiences. LivePerson's new AI tools
give brands and their human agents greater control over reducing
inefficiencies and providing better customer experiences:
- Agent Workspace for Voice: brands can now bring their
existing voice providers into LivePerson's best-in-class Agent
Workspace, creating a truly connected command center for customer
conversations. With agents taking calls directly in the workspace,
better outcomes include a consistent experience across channels,
reduced complexity and training costs, and better workflows and
experience for agents.
- Generative AI Copilot: LivePerson's agent-facing GenAI
tools — including LLM-powered suggestions, rewrites, summaries, and
translations — improve agents' experiences and help them deliver
more efficient and personalized customer support.
Enhanced analytics measure the ROI of generative AI-powered
and omnichannel conversations
The contact center is
where brands and consumers interact most frequently and directly,
offering a goldmine of data that can improve
every touchpoint going forward — even outside the
contact center itself. Enhancements to LivePerson's
suite of analytics tools provide a clear picture of
performance in real time so brands can track and improve upon
the ROI of customer conversations:
- New Copilot analytics: provide out-of-the-box reporting
on GenAI agent tools, allowing brands to increase efficiency and
customer experience.
- New Omnichannel analytics: turn both speech- and
text-based conversations into rich, actionable data for analyzing
customer journeys and coaching agents.
LivePerson customers share innovations and successes
Also at Spark, LivePerson customers will present how they use the
company's solutions to deliver cutting-edge customer
conversations:
- Signet Jewelers and Mr. Cooper Group: creating seamless
sales and marketing experiences with innovative tools for
agents
- BECU and Frost Bank: supercharging agent experiences
with generative AI
Join LivePerson's virtual Spark launch event on October 23, 2024 to learn how to achieve the
ROI of AI in customer conversations, adopt a transformation
mindset, and bring voice into the digital fold. The event will
include demos of LivePerson's new capabilities, keynote
presentations from LivePerson experts, and customer panels on
leveraging these new solutions in the contact center and beyond.
Sessions will take place at 11 AM
AEST, BST, and EST.
About LivePerson
LivePerson (NASDAQ: LPSN) is the
enterprise leader in digital-first customer conversations. The
world's leading brands — including HSBC, Chipotle, and Virgin Media
— use our award-winning Conversational Cloud platform to connect
with millions of consumers. We power nearly a billion
conversational interactions every month, providing a uniquely rich
data set and AI-powered solutions to accelerate contact center
transformation, supercharge agent productivity, and deliver more
personalized customer experiences. Fast Company named us the
#1 Most Innovative AI Company in the world. To talk with us or our
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 being made pursuant to the safe
harbor provisions of the Private Securities Litigation Reform Act
of 1995. Forward-looking statements are subject to risks and
uncertainties, and actual events or results may differ materially
from our expectations. Some of the factors that could cause events
or results to differ from our expectations include, without
limitation, our ability to execute on and deliver our current
business, sales, go-to-market and product plans and goals, and the
other factors described in the "Risk Factors" sections of our
Annual Report on Form 10-K for the year ended December 31, 2023, filed with the SEC on
March 4, 2024, our Quarterly Report
on Form 10-Q for the quarter ended March 31,
2024, filed with the SEC on May 10,
2024, and our Quarterly Report on Form 10-Q for the quarter
ended June 30, 2024, filed with the
SEC on August 7, 2024. Readers are
cautioned not to place undue reliance on these forward-looking
statements, which speak only as of their dates.
Media Contact:
Mike Tague
mtague@liveperson.com
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SOURCE LivePerson