LivePerson Recognized for AI Capabilities in Customer Service and CRM

LivePerson, a global leader in Conversational AI, has recently been acknowledged in Forrester’s latest report titled “How Generative AI Will Transform CRM.” The report highlights the significant role of generative AI capabilities in enhancing customer relationship management, including customer service, sales, and marketing. By increasing productivity and enabling agents to deliver better customer experiences, LivePerson’s AI-powered Agent Workspace has been specifically recognized by Forrester.

Forrester’s report emphasizes how generative AI helps agents improve case resolution by learning from previous interactions, summarizing responses, and drafting content. This capability allows agents to be more productive and focus on understanding customer needs. LivePerson’s generative AI-powered Agent Workspace auto-summarizes notes for agents, streamlining their workflow.

Furthermore, the report highlights the positive business outcomes resulting from LivePerson’s AI and automation capabilities. For instance, a top 10 US credit union improved its time to first response by 25% and average response time by 20% by utilizing LivePerson’s LLM-powered conversation summary widget across 25 agents. Agents benefited from spending less time on administrative tasks and more time on higher-value activities.

George Colony, CEO of Forrester, emphasizes the importance of embracing generative AI, stating that it is an opportunity to empower workers with technology and enhance customer trust. He compares this moment to the “Iron Man” suit, where humans are in control, ensuring valuable information is imparted to customers.

Alex Kroman, Executive Vice President of Product and Technology at LivePerson, agrees with Forrester’s report, stating that new applications of AI will not replace customer engagement but make it even more crucial to brands’ strategies. With LivePerson’s conversational and generative AI solutions, any brand can transform its customer-facing employees into “superpowered administrators and collaborators,” providing differentiated experiences.

LivePerson is a globally recognized enterprise conversations leader, serving hundreds of leading brands like HSBC, Chipotle, and Virgin Media. Their award-winning Conversational Cloud platform facilitates millions of conversational interactions every month, leveraging Conversational AI to drive better business outcomes. Fast Company has recognized LivePerson as the #1 Most Innovative AI Company in the world.

To learn more about LivePerson’s solutions for enterprise conversations, visit their website at liveperson.com. For access to the Forrester report “How Generative AI Will Transform CRM,” use your Forrester.com login.

Contact:
Mike Tague
mtague@liveperson.com

Source:
LivePerson, Inc.