Artificial Intelligence

Liveperson AI

Mandi D 13 June 2023
Table of contents

Artificial Intelligence (AI) has revolutionized the way businesses operate, with numerous applications across various sectors. LivePerson, a global technology company, is one of the many businesses leveraging AI, particularly through its Conversational AI platform. Through LivePerson’s Conversational AI, businesses can interact with their customers more efficiently and effectively, offering an enhanced customer experience.

Understanding Conversational AI

Before diving into the specifics of LivePerson’s Conversational AI, it’s important to understand what Conversational AI is. Conversational AI is a subfield of artificial intelligence that enables machines to engage in human-like dialogues. Through natural language processing (NLP), machine learning (ML), and cognitive computing, conversational AI can comprehend and respond to text or voice inputs from users, providing a seamless, natural conversation.

LivePerson’s Conversational AI: An Overview

LivePerson’s Conversational AI leverages these technologies to facilitate dynamic and interactive conversations between businesses and their customers. It utilizes advanced NLP and ML algorithms to understand user inputs, decipher their intent, and deliver accurate, contextually relevant responses.

One of the key elements of LivePerson’s Conversational AI is its capability to integrate with various messaging channels, like WhatsApp, SMS, Apple Business Chat, and social media platforms, allowing businesses to reach customers where they already are.

Core Components of LivePerson AI

AI-Powered Bots

LivePerson offers AI-powered bots that are capable of handling a broad spectrum of customer interactions, ranging from answering simple FAQs to handling complex transactions. These bots can operate around the clock, providing real-time customer service that improves customer satisfaction while significantly reducing the load on human customer service representatives.

Intent Manager

Intent Manager is a key component of the LivePerson Conversational AI platform. It uses machine learning algorithms to analyze the customer’s intent based on their messages. Once the intent is identified, the most appropriate bot or human agent is chosen to respond, ensuring a smooth customer interaction.

Conversation Builder

Conversation Builder is another vital tool in the LivePerson suite. It allows businesses to create and manage the dialog flows that drive conversations between the AI and customers. This feature requires no coding skills, enabling non-technical staff to build and customize conversational flows based on their business needs.

Maven

Maven is LivePerson’s AI orchestration platform. It ensures that each conversation is handled by the most capable entity, whether it’s an AI bot or a human agent. This platform constantly learns from every interaction, making real-time decisions that enhance the overall effectiveness and efficiency of the customer communication process.

Benefits of LivePerson AI

LivePerson’s Conversational AI offers multiple benefits to businesses. It can significantly reduce operational costs by automating repetitive tasks that would otherwise require human intervention. Additionally, it provides 24/7 customer support, enhancing customer satisfaction by ensuring that customers’ queries are promptly addressed, regardless of the time of day. Lastly, it offers actionable insights through its powerful analytics, helping businesses understand their customers better and make informed decisions.

How much does LivePerson AI cost?

LivePerson Conversational AI operates on a pay-as-you-go pricing model, where customers pay for resolutions rather than seats, chats, or minutes. This means that costs are associated with successful customer interactions, rather than the number of agents or amount of time spent in the system. It’s important to note that this model includes unlimited agent seats, and unlimited messaging and voice pricing for all new customers.

Unfortunately, specific pricing details are not publicly available. According to LivePerson’s policy, the company works directly with customers to identify what interactions are best suited for automation and which messaging channels should be enabled, and pricing is determined based on these factors. To get a detailed quote, you would need to schedule a meeting with an AI expert from LivePerson.

Conclusion

In an increasingly digital world, businesses need to adapt and innovate to meet their customers’ expectations. LivePerson AI represents such innovation. It offers businesses a robust platform to interact with their customers in a meaningful, personalized, and efficient way, offering an enhanced customer experience.

Whether it’s through their AI-powered bots, the Intent Manager, the Conversation Builder, or the Maven, LivePerson’s suite of tools is at the forefront of leveraging AI for improved customer service. As the AI field continues to advance, businesses that make use of such technologies will be better equipped to meet the demands of their customers and succeed in the competitive market landscape.