• April 11, 2022

LivePerson Upgrades Conversation Assist

LivePerson, a provider of conversational artificial intelligence technology, has upgraded its Conversation Assist capabilities, which provide agents with AI-driven, real-time recommendations for inserting content and bots directly into customer conversations with a single click.

Conversation Assist instantly arms agents with answers and AI support to help customers. It analyzes every message from customers to determine if a recommendation can help resolve their intents, then presents relevant content and automations directly inline within the conversation in the agents' workspaces. Agents can then immediately send recommended answers or delegate tasks to recommended bots.

With Conversation Assist, agents can personalize any recommended text before sending, as well as remove bots from conversations as needed.

Enhancements to Conversation Assist's recommendation engine include the following:

  • The ability to draw from several recommendation sources at once, including company knowledge bases, automations built through LivePerson's Conversation Builder, and bots from third-party platforms like Google DialogFlow and IBM Watson.
  • An intuitive interface presenting multiple recommendations inline in the conversation, allowing agents to select the best one for the job.
  • A dashboard of rich analytics empowering companies to continuously monitor and improve recommendation performance and agent engagement.

"LivePerson's Conversational AI helps brands better understand customer intents, connect across channels, and deliver meaningful outcomes. Powered by our natural-feeling AI, Conversation Assist's enhanced recommendation engine helps balance the efficiency of bots and human touch of a brand's agents to provide consumers with even more efficient and helpful conversations," said Rob LoCascio, founder and CEO of LivePerson, in a statement.

Conversation Assist is a fully integrated solution within LivePerson's Conversational Cloud, which powers customer care and commerce.

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