LivePerson Boosts its Conversational Cloud with Generative AI

LivePerson has added enhancements to its Conversational Cloud platform to help enterprise brands leverage Generative AI and Conversational AI to drive better business outcomes.

The new enhancements concern LivePerson's Knowledge AI, Conversation Assist, and Agent Productivity tools, each of which will leverage generative AI to improve efficiency.

Over the coming weeks, Knowledge AI will be ramped up to include generative capabilities from OpenAI, offered to a select list of co-innovation partner brands. For now, Knowledge AI is leveraging existing large language models (LLM) to help brands create conversations out of their knowledge assets.

To ensure that AI provides factual, up-to-date answers, LivePerson's Conversation Assist will make use of Generative AI to let agents scan and tweak generative outputs while keeping them grounded and helpful to customers.

As for Agent Productivity tools, enterprises will be able to use them to track agent performance better with Generative AI models for auto-summarization, auto-completion, and customer journey tracking.

US Customer Experience Awards 2023

In addition, LivePerson plans to "take Generative AI a step further," enabling it to safely take action and solve problems which will open new use cases to build on the billions of automated interactions that run through the Conversational Cloud platform every year.

"With the debut of ChatGPT's LLM and other Generative AI technologies driving intense public interest in AI capabilities, enterprise brands are scrambling to leverage them in conversational experiences to generate better business outcomes. While these models are incredibly exciting, they also pose serious safety, security, and ethics challenges, especially in regulated industries. Selecting partners that can help manage these risks while delivering the most benefit from Generative AI will quickly become a business imperative for all kinds of enterprises," said Rob LoCascio, CEO and Founder of LivePerson.

AI since the beginning

Since 2019, LivePerson has been investing in large language models (LLMs) and integrating them into its Conversational Cloud platform. The company aimed to drive dialog, understand user intent and sentiment, and recognize conversation success and resolution. The company claims it is "uniquely positioned" to leverage Generative AI in its conversational platform as it has trained its existing AI on a vast and rich data source derived from billions of conversational interactions. The numbers go over 10+ billion per year.

The company has also been governed by more than 20 years of experience managing brand-to-consumer interactions from the world's largest enterprises. Notably, over 350,000 humans participate in LivePerson's AI learning loops, which keeps conversations grounded and factual.

Finally, LivePerson is committed to fighting bias in AI, being one of the founding members of EqualAI, a nonprofit organization focused on reducing unconscious bias in the development and use of artificial intelligence.