On February 1, 2023, LivePerson, a renowned name in AI-powered customer engagement, announced enhancements to its industry-leading Conversational Cloud platform that will enable enterprise brands to use Generative AI and Conversational AI in tandem to create better business outcomes.
LivePerson announced enhancements that would enable organizations to use Generative AI safely and efficiently within their trusted Conversational AI platform, including:
Beginning in the next few weeks, LivePerson's Knowledge AI will be enhanced with generative capabilities from OpenAI, with select co-innovation partner brands. Hundreds of the world's leading businesses are currently using Knowledge AI to build conversations from their knowledge assets, with existing LLM integrations assisting them in understanding and processing conversations.
LivePerson's Conversation Assist enables agent oversight at scale, allowing AI running on the platform to offer accurate, up-to-date responses. By integrating Generative AI with LivePerson's Conversation Assist system, brands can use generative outputs while keeping them grounded, accurate, and truly helpful to consumers.
Enterprises may use LivePerson's Agent Productivity tools to track and enhance customer service agents' productivity and performance. These tools will be improved to take advantage of Generative AI models like ChatGPT for features like auto-summarization, auto-completion, and customer journey tracking.
Additionally, LivePerson is collaborating with some of the world's top brands to advance Generative AI beyond just answering questions to delivering systems that can safely take action and solve issues. This will open new use cases to be developed on billions of automated interactions that take place through the Conversational Cloud each year (six billion in 2022 alone).
Founded in 1995, LivePerson is a leading Conversational AI company creating digital experiences. It is one of the pioneers of web chat for brands. Since its inception, the company has consistently pushed the boundaries of digital engagement between businesses and their customers. Its AI innovations have won recognition from some of the leading awards and recognition programs for customer care, marketing, sales, and technology. Brands worldwide, including Virgin Media, HSBC, and GM Financial, use its Conversational Cloud platform to engage with millions of customers.