LivePerson Recognized in Conversational AI for Customer Service Landscape Report
Report from leading independent research firm acknowledges LivePerson’s AI and automation capabilities for customer service
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The report provides an overview of how conversational AI for customer service can improve customer and agent experiences, as well as reduce costs. It also details how to explore vendors in the space and understand the value generated from partnering with them.
According to the Forrester report, “the cost of labor dominates contact center budgets” — with an average interaction with a customer service agent at a B2C company costing approximately $7 — while a self-service interaction costs “just pennies.”
LivePerson was also recently recognized in Forrester’s “How Generative AI Will Transform CRM” September 2023 report, which mentioned how the company’s AI and automation capabilities have improved business outcomes for a client: “By using LivePerson’s LLM-powered conversation summary widget across 25 agents, a top 10 US credit union improved the time to first response by 25% and average response time by 20%.” In addition, LivePerson was named among Notable Vendors in Forrester’s report, “The Conversation Intelligence for Customer Service Landscape, Q2 2023.”
“Forrester’s new report makes it clear to us: deploying conversational AI requires close partnership with a vendor you can trust,” said Ravi Chittari, Chief Innovation Officer at LivePerson. “As a long-time leader in the space that has improved outcomes for hundreds of the world’s top brands, we’re proud to be named among the Notable Vendors in the Conversational AI for Customer Service Landscape report.”
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