LivePerson - Best New Version of a Contact Center Solution

Gold Stevie Award Winner 2022, Click to Enter The 2023 Stevie Awards for Sales & Customer Service

Company: LivePerson
Company Description: LivePerson makes life easier for people and brands everywhere through trusted Conversational AI. Its products empower consumers to stop wasting time on hold or on websites and, instead, message their favorite brands just as they do with friends and family. LivePerson has 1,200 employees globally and serves over 18,000 customers, including leading brands like HSBC, Orange, and The Home Depot.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version

Nomination Title: LivePerson’s Conversational Cloud

LivePerson’s Conversational Cloud makes it easy for consumers to ask questions and make purchases in the messaging channels they use every day. In 2021, the platform was significantly upgraded with AI-powered enhancements for customer care, marketing, and sales, as well as key integrations and partnerships that reinvent what brand-to-consumer messaging can do for people on both sides of the conversation.

The Conversational Cloud empowers brands to leverage both Conversational AI and human experts to instantly respond to messages, answer questions, sell products, and route as needed. It provides the personalized, high-touch experiences consumers demand on the channels they love using, like SMS, WhatsApp, Facebook Messenger, and iMessage, plus brand websites and apps. The platform is powered by over 20 years of conversation data, and the system adds nearly one billion conversational interactions to its data set every single month. Unlike generalized AI data sets, LivePerson’s data is specifically made up of billions of conversations between brands and consumers.

Major 2021 enhancements and integrations making the platform more powerful than ever included:

  1. AI Annotator, a new tool automating conversations faster than ever before by empowering contact center agents to flag areas for improvement and suggest solutions in seconds. This crowdsourced feedback reduces time and effort to make fully functional bots to a fraction of what they were before.
  2. Meaningful Automated Conversation Score, the only way to measure conversations with bots from the customer's point of view. MACS produces a score for every interaction with an automation to measure the customer's response and level of effort they have to put in. In pinpointing which interactions fail, MACS makes it clear what bot-builders should do to improve conversations.
  3. Conversational Marketplaces, integrating AI-powered messaging into marketplaces to make it easy for merchants to connect 1:1 with shoppers at scale. Conversational Marketplaces enhance brands’ digital experience, driving more revenue while satisfying more customers, through instant B2C connections.
  4. Integrations with Google, Medallia, Infosys and Adobe to use Conversational AI to help agents work more efficiently, bring surveys to Conversational AI, operationalize AI at huge enterprises, and further personalize AI experiences, respectively.

LivePerson also hit a new milestone of 1.5 billion total conversations on its platform, demonstrating the breadth and depth of its data and further strengthening its moat for delivering high-quality Conversational AI. Volume on the platform continued to rise, increasing 18% YOY to a new high watermark. Total AI-enabled volume increased 50% YOY, showing the growing importance of automation to care, marketing, and sales.

In 2021, LivePerson led brands into the long-promised “commerce” part of the “conversational commerce” revolution. No longer limited to customer care, the Conversational Cloud became an essential part of sales and marketing, from ecommerce to curbside pick-up and in-store experiences. The world’s top brands now sell everything from donuts to diamonds using LivePerson’s Conversational Cloud.

An example: one of the world’s biggest diamond jewelers now sells millions of dollars of product per month through the Conversational Cloud. Their conversational experience lets customers message with a combination of AI and expert consultants from any device, making it easier than ever to shop, customize, buy, and schedule pick-up before ever setting foot in a store. Early results included $70M in sales in just a few months and over 1 million conversations, with a daily average sales conversion rate of 15%.

LivePerson also works with one of the largest paint and coating manufacturing brands, which has seen a 3.5x increase in conversion to sales compared with prior self-service approach, and also an increase in local store sales.​

Details on innovations:

  1. AI Annotator
  2. Meaningful Automated Conversation Score
  3. Conversational Marketplaces
  4. Integrations with Google, Medallia, Infosys and Adobe
  5. LivePerson’s first-of-its-kind BELLA Health app combines AI with rapid FDA-authorized tests for scalable testing. Used by over 30,000 employees daily.
  6. Bringing Conversational AI to new industries, like blockchain/crypto communities including ConsenSys.
  7. Helping industries deal with the pandemic, including unpredictable volume surges. Retailers like David’s Bridal, financial institutions like HSBC and Nationwide, and travel companies like Delta use LivePerson to make experiences safer and more seamless. Delta, for example, lets travelers begin conversations directly from iMessages, SMS, Delta’s app, and QR codes, all powered by LivePerson.

Awards:

  1. Best E-Commerce Technology: Digiday
  2. Top AI Chatbots for Business: Business Insider
  3. World’s Most Innovative Companies: Fast Company
  4. Leader in Forrester New Wave™
  5. Top Innovating CRM Company: DestinationCRM (noted LivePerson "really jumped ahead of its peers")

Company growth metrics may be found in latest earnings
Generally, brands using LivePerson’s tech have seen up to 10x online sales conversions versus traditional websites, and 50% lower labor costs and agent attrition.

Additional achievements since July 2019 at pr.liveperson.com