Cutting-edge Conversation Orchestration and Voice-to-Digital
transformation solutions will debut with demos and keynotes at
May 23 virtual Spark event
Delta Air Lines, Spotify, GoDaddy, Avaya, Eventus,
Quantum Metric, and more will present in-person breakout
sessions highlighting innovation in enterprise
conversations
NEW YORK, May 16, 2024 /PRNewswire/ --
LivePerson (Nasdaq: LPSN), the enterprise leader in digital
customer conversations, today announced the launch of new
capabilities, partnerships, and integrations that connect and
orchestrate customer conversations at scale. With these solutions,
LivePerson's award-winning open platform effortlessly integrates
into enterprise technology architecture and intelligently
orchestrates large language models, AI, and human agents across
voice and messaging to provide more personalized customer
experiences.
Based on decades of expertise built from working with the
world's top brands — and informed by billions of real customer
interactions — these new offerings will debut at the company's
Spark virtual launch event on May 23,
2024.
"Together with our incredible partners and customers, we're
setting the new standard for harmonizing the people, AI, and
automation behind world-class customer conversations," said
John Sabino, CEO of LivePerson.
"We're excited to share how our latest innovations ensure each
conversation counts and every interaction leaves a lasting
impression."
Conversation Orchestration harmonizes AI, people, and
enterprise architecture.
Using data and AI to
streamline the customer experience has become a table stakes
proposition. Most brands are already using multiple AI vendors and
large language models (LLMs) across use cases, channels, and
business units — and need to connect them to additional third-party
systems to ensure compliance, security, and accuracy. Orchestrating
and optimizing how these systems connect is a massive opportunity
for the enterprise.
LivePerson's enhanced Conversation Orchestration capabilities
help enterprises reap the ROI of data and AI, avoid vendor lock-in,
and consolidate best-of-breed systems:
- Bring Your Own LLM: integrates a wide range of LLMs into
the Conversational Cloud, giving brands control over cost,
performance, compliance, and security. From commonly used models
(OpenAI, Google, Meta, Cohere) to custom and in-house LLMs, this
broad compatibility gives businesses more options and command over
their strategic use of AI.
- Bring Your Own Bot: allows third-party bots (including
IBM Watson, Google Dialog Flow, Amazon Lex, or Microsoft) to
seamlessly contribute to customer conversations alongside human
agents and LivePerson-powered AI agents.
- AI Agents for routing and data collection: address
specific challenges in the contact center through the power of
generative AI, replacing rigid, rules-based traditional bots that
frustrate customers. The Routing AI Agent intelligently guides
customers to the right bot or human, while the Data Collection AI
Agent conversationally collects information from customers to help
them better.
- Conversation Orchestrator: harmonizes data signals
across enterprise systems — including NLU, CRMs, CDPs, customer
analytics, and more. This flexible solution can be used to conduct
critical use cases ranging from agent coaching and AI content
moderation to intelligent routing and increased self-service
options.
Voice-to-Digital solutions and new Avaya partnership bring
voice into the digital fold.
With approximately 70% of
customer conversations siloed within traditional call centers,
enterprises seek to better connect voice and digital channels to
improve customer journeys and reduce costs. LivePerson's new
Voice-to-Digital capabilities unify conversational channels and
analytics to deliver more connected agent and customer
experiences:
- LLM-powered Voice AI: leverages generative capabilities
to safely connect voice conversations to digital channels and
automate them in ways that feel more human and natural. Fast
Company recently highlighted this capability in its ranking of
LivePerson among the most innovative companies in the world in
Applied AI.
- Voice Capture and Omnichannel dashboard: bring voice
data into Analytics Studio (LivePerson's advanced conversational
intelligence solution) with an intuitive interface for
understanding the effectiveness and impact of voice-to-digital
transformation.
In another major step toward unifying voice, digital, and AI
capabilities, LivePerson will share more details about its new,
ground-breaking partnership with Avaya, a global leader in
enterprise customer experience solutions, at Spark. The partnership
will integrate the two CX leaders' product, go-to-market, and
services — significantly expanding LivePerson's access to customer
brands — and create a single omnichannel solution that delivers
connected, personalized customer experiences and accelerates
enterprise digital transformation.
LivePerson experts, customers, and partners will share their
latest innovations in digital conversations at in-person breakout
sessions around Spark, including:
- Delta Air Lines: "Nonstop to digital customer
conversations"
- Spotify: "Maestros of connected customer and advisor
experiences"
- GoDaddy: "Leading the digital service domain"
- Avaya: "Bringing voice into the digital fold"
- Eventus: "Understand to Connect: Putting conversational
intelligence to work"
- Quantum Metric: "Orchestrating the customer
journey"
Join LivePerson's virtual Spark launch event on May 23, 2024 to learn how enterprise brands
can deliver the connected experiences and personalized interactions
customers expect. The event will include demos of LivePerson's new
capabilities, keynotes from LivePerson experts and partners, and
masterclasses on conversation orchestration and voice-to-digital
solutions. Sessions will take place at 1
PM AEST, BST, and EST.
About LivePerson
LivePerson (NASDAQ: LPSN) is the
enterprise leader in digital 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
safety tools to unlock the power of Conversational AI for better
business outcomes. 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 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 and our Quarterly Report on Form 10-Q for the quarter
ended March 31, 2024, filed with the
SEC on May 10, 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, Inc.