LivePerson is a global technology company founded in 1995 during the first tech revolution and its corresponding wave of innovation. Nearly two decades later, since 2018, the New York City-based organization, which is publicly traded under $LPSN, has been primarily focused on creating cutting-edge artificial intelligence powered messaging solutions and software for brands and businesses. As part of its growth strategy, the company acquired both BotCentral and Conversable in 2018, rapidly accelerating its mission of becoming the most advanced conversational AI provider in the world.
The world’s largest and most innovative brands, as well as a rising cohort of small and nimble next-generation superstars, are all embracing artificial intelligence-driven conversational commerce tools and intelligent relationship solutions as they seek to differentiate themselves from competition and provide a compelling, unique, and repeatable experience to their customers. LivePerson’s Conversational Cloud software platform alone is trusted by over 18,000 companies across the world to provide best-in-class conversational commerce at scale including category leaders like Citibank, HSBC, The Home Depot, IBM, Lancome, Virgin Atlantic, RBS, and many others.
LivePerson’s solutions allow consumers to message with brands via intelligent software and AI-powered chatbots that answer shopper inquiries both independently and alongside human customer service staff. A number of recent upgrades to the Conversation Assist software platform have allowed for even more of an impact when interacting with shoppers, optimizing brand-shopper engagements by taking shopper intent into account when conversing and simultaneously arming human brand associates with contextually appropriate, real-time AI support.
The company’s intelligent bot solution tool integrates across major messaging platforms, including Instagram, Facebook Messenger, WhatsApp, and others, as well as a client brand’s own website back-end. It optimizes the conversational experience and flow between a customer and brand based on predefined bot-powered templates, making it easy for a real-life customer service associate to jump into the chat when needed. Having a bot handle the background discovery and information gathering stage of shopper interactions frees up human associates for other tasks, allowing them to focus on higher level, more nuanced customer challenges. The smart bots analyze past customer messages and distill learnings from layers and layers of historical interaction data to determine recommendations and present relevant solutions and contextually appropriate content to provide an enhanced level of personalization along the shopper journey.
This article originally appeared in the PSFK iQ report, Optimizing The Personalization Of The Customer Journey.