LivePerson has announced a range of new features, collaborations, and integrations aimed at seamlessly managing and scaling customer interactions. Through its latest offerings, LivePerson aims to blend AI, human agents, and enterprise systems across voice and messaging channels, ensuring personalized experiences for customers.
"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. We're excited to share how our latest innovations ensure each conversation counts and every interaction leaves a lasting impression," said John Sabino, CEO of LivePerson.
At the heart of these innovations lies Conversation Orchestration, which serves as a central hub for harmonizing various AI models, third-party bots, and enterprise systems. By allowing businesses to integrate their preferred large language models (LLMs) and third-party bots, LivePerson enables brands to maintain control over cost, performance, and security while optimizing customer interactions.
Moreover, LivePerson introduces AI-powered agents for routing and data collection, which leverage generative AI to enhance customer engagement and streamline data gathering processes. The Conversation Orchestrator further enhances this by synchronizing data signals across multiple enterprise systems, streamlining critical functions like agent coaching, intelligent routing, and self-service options.
Recognizing the importance of bridging the gap between voice and digital channels, LivePerson introduces Voice-to-Digital solutions, leveraging LLM-powered Voice AI to transition voice conversations seamlessly into digital channels. This move not only enhances the efficiency of customer interactions but also provides valuable insights through advanced analytics.
Furthermore, LivePerson announces a strategic partnership with Avaya, aimed at unifying their product offerings and creating a comprehensive omnichannel solution. By integrating Avaya's expertise in voice communication with LivePerson's digital conversation capabilities, the partnership aims to deliver connected, personalized customer experiences and accelerate enterprise digital transformation.
In November last year, LivePerson expanded its portfolio with two new offerings: the Conversational Intelligence suite, which leverages AI and automation to enhance customer interactions, and LP 360, an enterprise-managed services solution to assist businesses in shifting customer conversations to digital channels for improved outcomes.
