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
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 350 words used.
LivePerson’s Conversational Cloud helps brands of all kinds make Conversational AI the digital “front door”: their first point-of-contact with customers setting the tone for their entire relationship. Essentially replacing in-store greeters, these virtual assistants and automations not only welcome and start customers down the path to what they need, but often solve problems outright, or even convince them to purchase more. And just as the best salespeople know when to go to managers, they seamlessly escalate to human counterparts as needed.
2022 was a year marked by massive hype around AI — and equally huge CX failures. The average consumer saw both the chaos that ensues when brands don’t keep up (e.g. Southwest Airlines’ holiday debacle) and the promise of AI to make better experiences (e.g. ChatGPT’s mind-blowing text generation). But between the CX fails and overblown prognostications about AI taking over, LivePerson’s Conversational Cloud delivered actual business outcomes that made real life better for brands, agents, and customers.
Major 2022 enhancements and integrations making the platform more powerful than ever included:
- AI Search: immediately answers questions without escalating to humans, right out of the box
- On-Demand Recommendations: helps human agents quickly find better answers and bots
- "Small Talk": brings more human feeling to automated conversations
- Repeat Intent Rate: analyzes customer inquiries to identify opportunities for automation and optimization
- Integration Hub: a central place to discover, activate, and optimize thousands of LivePerson integrations through a self-service, no-code interface
- Sales Attribution: credits cross-channel sales to agents or bots who participated in conversations
- Integrations with Afiniti, Cisco, and Celonis to better match agents to customers, extend LivePerson’s CRM integrations into new channels, and combine process and conversational data.
These innovations drove the state-of-the-art in Conversational AI forward by improving bot and agent performance, boosting customer engagement, and accelerating time-to-value — all while cutting costs. For example, Repeat Intent Rate better measures modern ways of delivering CX, replacing outdated metrics built around human-to-human interactions on legacy channels. This is a leap forward in measuring how brands use AI, like the leap from measuring a newspaper's print circulation to measuring digital performance.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
Written responses below
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 250 words used.
Today, almost every company talks about “AI',' making it feel like little more than a buzzword. Yet with the recent launch of ChatGPT, the world saw how powerfully AI can impact daily life. In this post-ChatGPT era, there will be more clarity around true AI. As evidenced by the results above and links below, companies like LivePerson, those that operate as Tier 1 strategic partners to the world’s best brands, are delivering AI-powered business outcomes today – and will only become more critical as AI becomes the first point of contact for every brand.
- Innovations:
- Customer success
- 2022 awards & recognitions:
Additional info at pr.liveperson.com.
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
February 15, 2022
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 349 words used.
[REDACTED FOR PUBLICATION] 2022 was marked by momentum with new and existing customers; among the Global Fortune 500, LivePerson now counts 55% of telcos, 25% of retailers, 50% of airlines, 31% of banks, and 40% of technology companies as customers.While Gartner predicts chatbots will become the primary customer service medium for ~25% of organizations by 2027, LivePerson clients are well ahead, with many already running 40%+ of contact center volume through its platform. This puts LivePerson at Tier 1 partner status. For example, one of the world’s largest airlines considers LivePerson a Tier 1 provider, on par with their reservations system.
LivePerson’s Conversational Cloud has earned the trust of customer service, marketing, and sales leaders because it delivers outstanding outcomes, including:
- Reinventing CX for crypto giant ConsenSys: experiencing 1,000%+ growth in a year, ConsenSys needed to scale customer service fast. LivePerson reduced first-response-time from 10 days to 30 seconds, and average-handle-time from 1.5 days to 33 minutes. According to ConsenSys’s Help Desk Global Lead: “’We’re skeptical about everything. But LivePerson does automation extremely well. They actually deliver on what every company has on their website.”
- Building Virgin Media’s conversational selling machine: LivePerson increased sales by 20% while maintaining 86% CSAT and reducing CPA by 29% (lowest CPA across the entire business)
- Transforming a luxury brand’s customer service from a cost-center into a revenue-driver: originally built for complaints, this team delivered $60 million+ in sales by combining human experts with a new AI assistant on the Conversational Cloud
- Doubling conversion for one of the world’s largest jewelry retailers: generated [REDACTED FOR PUBLICATION] in sales, with conversion rates above 9%, double the average rate across channels. Average order value exceeded $650, proving even high-end products can be sold with AI.
- A leading US restaurant speaks to 3 million customers: this bot takes orders, solves complaints, promotes loyalty programs, and more [REDACTED FOR PUBLICATION]. It contained 70% of conversations and boosted CSAT by 13%. In its most recent project, it decreased refunds by $1 million in just three months.
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