Observed Signal · Feb 17, 2022 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
LivePerson Unveils New Conversational AI Capabilities
LivePerson announced new AI capabilities for its conversational platform designed to help brands deliver more human digital experiences. The updates include AI-powered dynamic routing that uses intent and sentiment to connect consumers with the best-qualified bot or agent, and dynamic actions, which monitor real-time signals to trigger automated routing. New self-learning features aim to improve conversations automatically, while new integrations with apps such as Calendly, DocuSign, Stripe, Salesforce and Medallia extend the platform's reach. The company also introduced commerce capabilities, including sales attribution for conversations and a commerce starter pack using natural language understanding to automate product inquiries. The announcements build on LivePerson's existing bot-building platform and its meaningful automated conversation score (MACS).
Enhancements to LivePerson's conversational AI platform broaden AI-driven customer engagement and commerce capabilities, but the news is a vendor product update rather than an industry-shifting event.
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Key Takeaways & Evidence Grounding
- LivePerson announced new conversational AI capabilities including dynamic routing and dynamic actions.
- Dynamic routing uses intent and sentiment to route conversations to the best-qualified bot or agent with a no-to-low code interface.
- LivePerson introduced new integrations with Calendly, DocuSign, Stripe, Salesforce and Medallia.
- The company launched sales attribution and a commerce starter pack for conversational commerce.
- The platform processes nearly one billion human interactions each month.
Connected Companies & Entities
6 Entities mapped“LivePerson, a conversational AI platform, announced this week that new AI capabilities that can assist companies in offering Curiously Human...”
“integrations with Calendly, DocuSign and Stripe make it easy to set up appointments, record signatures and take payments....”
“integrations with Calendly, DocuSign and Stripe make it easy to set up appointments, record signatures and take payments....”
“integrations with Calendly, DocuSign and Stripe make it easy to set up appointments, record signatures and take payments....”
“a brand can integrate with Salesforce to open conversations with new customers....”
“or Medallia to automate surveys as conversations wrap up....”
Ontology Mapping & Concepts
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