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: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year
 Nomination Title: LivePerson's Conversational Cloud makes AI the digital "front door"
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 151 words used.
LivePerson 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. It has been at the forefront of evolving customer engagement for the past 25 years.
In 1995, the company invented online chat for brands, disrupting how we communicate by removing the need for 1-800 numbers, hold times, and endlessly scanning websites. Later, the company made it easy for consumers to connect with brands on their own time on their favorite messaging platforms, then introduced Conversational AI to automate these conversations, making massive scale possible while still providing outstanding experiences
Enterprise brands across the globe now use LivePerson’s AI-powered customer engagement solutions to have conversations with millions of consumers as personally as they would with one. With LivePerson, brands have reduced customer care costs up to 50% and increased annual sales by hundreds of millions of dollars.
- Outline the organization's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
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 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 has earned the trust of CX leaders because it delivers outstanding outcomes, including:
- Reinventing CX for crypto giant ConsenSys: experiencing 1,000%+ growth in a year, ConsenSys needed to scale CX fast. LivePerson reduced first-response-time from 10 days to 30 seconds, and average-handle-time from 1.5 days to 33 minutes. Please see testimonials in link
- 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
- Doubling conversion for one of the world’s largest jewelry retailers: [REDACTED FOR PUBLICATION] in sales, with conversion rates above 9% (double their average). Average order value exceeded $650, proving even high-end products can be sold with AI.
- Leading US restaurant chats with 3 million customers: this bot takes orders, solves complaints, promotes loyalty programs, and more [REDACTED FOR PUBLICATION]. Contained 70% of conversations, boosted CSAT by 13%, and most recently, decreased refunds by $1 million in three months.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 244 words used.
2022 was a year of massive AI hype — and equally huge CX failures. Consumers 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 delivered actual business outcomes that made real life better for brands, agents, and customers.
Generating these outstanding business results is not possible without deep partnerships with brands, true integration into their back-end systems, and the data and expertise that underpin outcomes-oriented AI. Unlike simple chatbot providers that handle superficial cases, and unlike language generators like ChatGPT that pull information from the public internet, LivePerson’s AI is laser-focused on making conversations between brands and consumers better. It is built upon a historical record of billions of CX conversations, with an additional ~1 billion conversational interactions added every month.
The company’s history of innovation and results earned it the honor of being named Fast Company’s #1 Most Innovative AI Company in the World, as well as #21 on its overall list of the Most Innovative Companies in 2022. To keep on the bleeding-edge, LivePerson’s team pioneered new AI capabilities that deliver and automate even more meaningful, natural-feeling conversations. These innovations drive 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.
- 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 238 words used.
Innovations
- Q1 press release
- 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
- Q4 press release
- AI Search: immediately answers questions without escalating to humans, out of the box
- On-Demand Recommendations: helps 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
- Press releases: integrations with Afiniti, Cisco & Celonis to better match agents to customers, extend LivePerson’s CRM integrations into new channels, and combine process and conversational data.
Customer success:
2022 awards & recognitions:
Additional info at pr.liveperson.com.
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