LivePerson recognized by leading independent research firm as a Strong Performer in Conversational AI for Customer Service report

Rhea-AI Summary

LivePerson (Nasdaq: LPSN) has been recognized as a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024 report. The evaluation involved 14 major providers, assessed on 23 criteria to guide customer experience leaders. LivePerson attained the highest scores in seven criteria: omnichannel capabilities, digital user experience, bot management, operational reports and dashboards, business insights, partner ecosystem, and number of customers. CEO John Sabino attributes this achievement to LivePerson's enterprise-grade AI, which powers digital conversations for top brands globally.

Positive

• Highest possible scores in seven important criteria.
• Recognition by a leading independent research firm, Forrester.
• Acknowledged for strengths in omnichannel, digital user experience, and bot management.
• Strong operational reports and dashboards.
• Excellent business insights and partner ecosystem.
• High number of customers using LivePerson's AI solutions.
• Positive market perception and strong current offerings.

Negative

• No specific ranking or leadership position indicated despite being a strong performer.
• Potentially high competition from other significant providers in the market.

Achieved highest possible score across seven criteria in report for customer experience leaders

NEW YORK, June 12, 2024 /PRNewswire/ -- LivePerson (Nasdaq: LPSN), the enterprise leader in digital customer conversations, has been named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024.

The recent report evaluated the 14 most significant providers of conversational AI for customer service against 23 criteria to help customer experience leaders select the right one for their needs.

LivePerson achieved the highest possible scores for the following criteria: omnichannel, digital user experience, bot management, operational reports and dashboards, business insights, partner ecosystem, and number of customers.

"We believe LivePerson's award-winning, enterprise-grade AI is one of the fundamental reasons why the world's top brands choose us for digital conversations with their customers," said John Sabino, CEO of LivePerson. "We're proud to lead the vanguard for integrating artificial intelligence into unified CX, agent experience, and analytics — and thrilled to earn this new recognition of our AI from Forrester."

Overall, vendors were evaluated on the strength of their current offerings, their strategies, and their market presence. To be included in the assessment, vendors had to meet criteria including:

• Complete solutions for conversational AI
• Mindshare among Forrester's enterprise customers
• A strong focus on customer service users and buyers, with sales and delivery teams dedicated to them

To learn more about LivePerson's solutions for digital customer conversations, visit www.liveperson.com.

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 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.

Contact: 
Mike Tague
mtague@liveperson.com 

 

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SOURCE LivePerson, Inc.

FAQ

What recognition did LivePerson (LPSN) receive in June 2024?

LivePerson was named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024 report.

What criteria did LivePerson achieve the highest scores in?

LivePerson achieved the highest scores in omnichannel, digital user experience, bot management, operational reports and dashboards, business insights, partner ecosystem, and number of customers.

How many providers were evaluated in The Forrester Wave™ report?

The report evaluated 14 major providers of conversational AI for customer service.

What does the Forrester recognition mean for LivePerson?

The recognition as a Strong Performer highlights LivePerson's strengths in omnichannel capabilities, digital user experience, bot management, operational reports, business insights, and partner ecosystem.

What is a key reason for LivePerson's recognition according to their CEO?

CEO John Sabino attributes the recognition to LivePerson's award-winning, enterprise-grade AI enabling digital conversations for top global brands.

What aspects of LivePerson's service were highlighted in the Forrester report?

The report highlighted LivePerson's omnichannel capabilities, digital user experience, bot management, operational reports, business insights, and partner ecosystem.