LivePerson, the enterprise leader in digital-first customer conversations, 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.
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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.
“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.
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