LivePerson announces new generative AI capabilities to supercharge agent experiences and measure the ROI of customer conversations
LivePerson (Nasdaq: LPSN) has announced new AI tools for contact centers, set to debut on October 23 at their Spark event. These innovations include:
1. Agent Workspace for Voice: Integrates existing voice providers into LivePerson's platform, creating a unified command center for customer conversations.
2. Generative AI Copilot: Offers LLM-powered suggestions, rewrites, summaries, and translations to improve agent efficiency and personalization.
3. Enhanced Analytics: Provides real-time performance tracking and ROI measurement for AI-powered and omnichannel conversations.
The virtual Spark event will feature demos, keynotes, and customer panels showcasing how brands like Signet Jewelers, BECU, Frost Bank, and Mr. Cooper Group leverage these tools for connected customer experiences.
LivePerson (Nasdaq: LPSN) ha annunciato nuovi strumenti AI per i contact center, che debutteranno il 23 ottobre durante il loro evento Spark. Queste innovazioni includono:
1. Workspace per Agenti per Voce: Integra i fornitori di voce esistenti nella piattaforma di LivePerson, creando un centro di comando unificato per le conversazioni con i clienti.
2. Copilota AI Generativa: Offre suggerimenti basati su LLM, riscritture, riassunti e traduzioni per migliorare l'efficienza e la personalizzazione degli agenti.
3. Analisi Potenziate: Fornisce tracciamento delle performance in tempo reale e misurazione del ROI per conversazioni omnichannel e supportate da AI.
L'evento virtuale Spark presenterà dimostrazioni, discorsi principali e panel di clienti che mostrano come marchi come Signet Jewelers, BECU, Frost Bank e Mr. Cooper Group utilizzano questi strumenti per esperienze clienti connesse.
LivePerson (Nasdaq: LPSN) ha anunciado nuevas herramientas de IA para centros de contacto, que debutarán el 23 de octubre en su evento Spark. Estas innovaciones incluyen:
1. Espacio de Trabajo para Agentes de Voz: Integra los proveedores de voz existentes en la plataforma de LivePerson, creando un centro de comando unificado para las conversaciones con los clientes.
2. Copiloto de IA Generativa: Ofrece sugerencias impulsadas por LLM, reescrituras, resúmenes y traducciones para mejorar la eficiencia y personalización de los agentes.
3. Analítica Mejorada: Proporciona seguimiento del rendimiento en tiempo real y medición del ROI para conversaciones omnicanal y potenciadas por IA.
El evento virtual Spark contará con demostraciones, conferencias y paneles de clientes que mostrarán cómo marcas como Signet Jewelers, BECU, Frost Bank y Mr. Cooper Group aprovechan estas herramientas para experiencias de cliente conectadas.
라이브퍼슨(LivePerson, Nasdaq: LPSN)은 10월 23일 스파크(Spark) 이벤트에서 데뷔할 새로운 AI 도구를 발표했습니다. 이러한 혁신에는 다음이 포함됩니다:
1. 음성용 에이전트 작업공간: 기존 음성 제공업체를 라이브퍼슨 플랫폼에 통합하여 고객 대화를 위한 통합 명령 센터를 생성합니다.
2. 생성적 AI 조종사: LLM 기반 제안, 재작성, 요약 및 번역을 제공하여 에이전트의 효율성과 개인화를 향상시킵니다.
3. 향상된 분석: AI 기반 및 옴니채널 대화에 대한 실시간 성과 추적 및 ROI 측정을 제공합니다.
가상 스파크 이벤트에서는 Signet Jewelers, BECU, Frost Bank, Mr. Cooper Group과 같은 브랜드가 이러한 도구를 활용하여 연결된 고객 경험을 만드는 방법을 보여주는 데모, 기조 연설 및 고객 패널이 진행됩니다.
LivePerson (Nasdaq: LPSN) a annoncé de nouveaux outils d'IA pour les centres de contact, qui seront lancés le 23 octobre lors de son événement Spark. Ces innovations comprennent :
1. Espace de travail pour agents vocal : Intègre les fournisseurs de voix existants dans la plateforme de LivePerson, créant un centre de commande unifié pour les conversations avec les clients.
2. Copilot IA génératif : Propose des suggestions, réécritures, résumés et traductions alimentés par LLM pour améliorer l'efficacité et la personnalisation des agents.
3. Analytique améliorée : Fournit un suivi des performances en temps réel et une mesure du ROI pour les conversations omnicanal et alimentées par l'IA.
L'événement virtuel Spark présentera des démos, des discours d'ouverture et des panels clients montrant comment des marques comme Signet Jewelers, BECU, Frost Bank et Mr. Cooper Group utilisent ces outils pour des expériences clients connectées.
LivePerson (Nasdaq: LPSN) hat neue KI-Tools für Kontaktcenter angekündigt, die am 23. Oktober bei ihrer Spark-Veranstaltung vorgestellt werden. Diese Innovationen umfassen:
1. Agenten-Arbeitsbereich für Sprache: Integriert bestehende Sprachdienstleister in die Plattform von LivePerson und schafft ein einheitliches Kommandozentrum für Kundenkonversationen.
2. Generative KI-Co-Pilot: Bietet LLM-gestützte Vorschläge, Umschreibungen, Zusammenfassungen und Übersetzungen zur Verbesserung der Effizienz und Personalisierung der Agenten.
3. Erweiterte Analytik: Bietet Echtzeit-Performance-Tracking und ROI-Messung für KI-gestützte und omnichannel Gespräche.
Die virtuelle Spark-Veranstaltung wird Demos, Keynotes und Kunden-Panels zeigen, in denen Marken wie Signet Jewelers, BECU, Frost Bank und Mr. Cooper Group demonstrieren, wie sie diese Werkzeuge für verbundene Kundenerlebnisse nutzen.
- Launch of new AI tools to enhance agent productivity and customer satisfaction
- Integration of voice providers into LivePerson's Agent Workspace for a unified command center
- Introduction of Generative AI Copilot for improved agent efficiency and personalization
- Enhanced analytics for measuring ROI of AI-powered and omnichannel conversations
- Participation of major customers in the Spark event, demonstrating real-world application of LivePerson's solutions
- None.
Insights
LivePerson's new AI tools for contact centers represent a significant leap in customer experience management. The Agent Workspace for Voice unifies voice and messaging channels, potentially reducing operational complexity and training costs. This could lead to improved efficiency and cost savings for LivePerson's clients.
The Generative AI Copilot is particularly noteworthy, as it leverages LLM technology to enhance agent performance. This aligns with the growing trend of AI augmentation in customer service, which could give LivePerson a competitive edge in the market.
The enhanced analytics suite, including Copilot and Omnichannel analytics, addresses a critical need for ROI measurement in AI implementations. This could be a key differentiator for LivePerson, as many businesses struggle to quantify the benefits of their AI investments.
While these innovations are promising, investors should closely monitor adoption rates and the impact on LivePerson's revenue and client retention. The company's ability to execute on this AI-driven strategy will be important for its future growth in the competitive CX technology market.
LivePerson's announcement comes at a critical time in the customer experience (CX) industry. The focus on AI-powered solutions aligns with the market's increasing demand for more efficient and personalized customer interactions. This move could potentially expand LivePerson's market share in the global contact center AI market, which is projected to grow significantly in the coming years.
The company's emphasis on ROI measurement through enhanced analytics is particularly astute. Many enterprises are cautious about AI investments due to unclear returns and LivePerson's tools address this concern directly. This could accelerate adoption among risk-averse clients.
The inclusion of high-profile customers like Signet Jewelers and BECU in their Spark event suggests strong traction among enterprise clients. This could positively influence investor sentiment and potentially lead to increased enterprise sales in the future.
However, investors should be aware that the CX technology space is highly competitive, with major players like Salesforce and Oracle also investing heavily in AI. LivePerson's success will depend on its ability to differentiate and deliver measurable value to clients.
Advanced AI and analytics tools for the contact center and beyond
will debut with demos and keynotes at October 23 virtual Spark event
Signet Jewelers, BECU, Frost Bank, and Mr. Cooper Group will present
how they leverage LivePerson for connected customer experiences
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.
For the first time, all Spark presentations will be available to the general public.
"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.
About LivePerson
LivePerson (NASDAQ: LPSN) is the enterprise leader in digital-first 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 AI-powered solutions to accelerate contact center transformation, supercharge agent productivity, and deliver more personalized customer experiences. 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, sales, go-to-market 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, our Quarterly Report on Form 10-Q for the quarter ended March 31, 2024, filed with the SEC on May 10, 2024, and our Quarterly Report on Form 10-Q for the quarter ended June 30, 2024, filed with the SEC on August 7, 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
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