Liveperson Enhances Conversational Cloud With the Latest in Generative AI to Drive Better Business Outcomes

LivePerson , a global leader in AI-powered customer engagement, announced enhancements to its industry-leading Conversational Cloud platform that will help enterprise brands leverage Generative AI and Conversational AI in tandem to drive better business outcomes.

chat for brands, LivePerson has continually pushed the limits of digital engagement between businesses and their customers. Its AI innovations have been recognized by the world’s leading awards and recognition programs for customer care, sales, marketing, and technology. LivePerson started investing in large language models (LLMs) early, integrating them into its Conversational Cloud platform beginning in 2019 to drive dialog, understand user intent and sentiment, and recognize conversation success and resolution.

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Today, LivePerson announced enhancements that will empower enterprises to safely and productively leverage Generative AI within its trusted Conversational AI platform, including:

• LivePerson’s Knowledge AI will be enhanced to include generative capabilities from OpenAI, beginning in the coming weeks with select co-innovation partner brands. Currently, hundreds of the world’s largest brands use Knowledge AI to create conversations out of their knowledge assets, with existing LLM integrations helping them understand and process conversations.
• LivePerson’s Conversation Assist facilitates agent oversight at scale to help AI running on the platform provide factual, up-to-date answers. By connecting Generative AI to LivePerson’s Conversation Assist system, brands can leverage generative outputs while keeping them grounded, factual, and truly helpful to customers.
• LivePerson’s Agent Productivity tools enable enterprises to track and improve customer service agent productivity and performance. These tools will be enhanced to leverage Generative AI models such as ChatGPT for features including auto-summarization, auto-completion, and customer journey tracking.

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In addition, LivePerson is co-innovating with some of the world’s largest brands to take Generative AI a step further, going beyond answering questions to deliver systems that can safely take action and solve problems. This will open new use cases to build on the billions of automated interactions that run through the Conversational Cloud every year (six billion in 2022 alone).

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