LivePerson - New Contact Center Solution
Company: LivePerson
Company Description: LivePerson makes life easier by transforming how people communicate with brands. 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 1,300 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
Nomination Title: Conversation Builder, the world's first all-in-one platform for building enterprise-scale chatbots, turns contact center agents into AI-skilled powerhouses
Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the features, functions, benefits, and results to date of the nominated new or new-version product or service, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words
As conversational AI disrupts the decades-old, expensive world of phone-based contact centers by making it possible to message at scale with billions of consumers on channels like SMS, Apple Business Chat, and WhatsApp, brands are under intense pressure to deliver high-quality conversations.
LivePerson’s Conversation Builder, launched April 2019, is the world's first all-in-one platform for building enterprise-scale chatbots, empowering non-technical staff to use a simple point-and-click interface to create AI-powered bots. These virtual assistants help consumers on the world’s most popular messaging channels, as well as brands’ apps and websites.
Conversation Builder provides a dramatically faster way for brands to create conversational AI. With an entire toolkit to test, deploy, and improve chatbots in one easy-to-use closed-loop platform, Conversation Builder slashes the build time from a typical six weeks to as little as one day.
The tool taps into an underutilized resource — contact center staff who serve customers all day — and empowers them to build and improve chatbots. By encapsulating their extensive knowledge within AI, brands can offer higher quality support in realtime and free up agents for more complex tasks.
Conversation Builder introduces two critically important innovations:
-The first "closed loop" for enterprise bot building and deployment: a fully integrated, end-to-end system to build, run, and optimize bots that slashes time needed from multiple weeks to less than one day.
-A "no coding needed" approach that enables contact center agents to build enterprise automations, instead of relying on small in-house teams of overwhelmed AI specialists that inadvertently bottleneck the process.
Before Conversation Builder, the AI loop was extremely slow and fragmented, with multiple teams — AI specialists, engineers, operations and customer care — using multiple tools with awkward handoffs between them. The unwieldy process meant each optimization opportunity could take upward of a month's time from start to finish. Conversation Builder brings everything into one platform with impactful results: a one-day build time and optimization loops measured in hours instead of weeks.
A key part of Conversation Builder’s impact is its user-friendly interface. The platform features a guided assistant that walks users through setting up conversation flows in a point-and-click UI, as well as user personas that allow the right access levels and interfaces for building, testing, visualization, intent creation, and dialog creation. This allows brands to bring conversational design discipline into the AI-building process as engineers and non-engineers simultaneously work side by side in one system.
Conversation Builder integrates into multiple messaging platforms (from SMS to Apple Business Chat to WhatsApp and more). This "build once, run many" approach multiplies the value of each automation. It also includes out-of-the-box integrations to common platforms such as Shopify and Salesforce CRM, as well as prebuilt automations for a variety of verticals, which further accelerate the short time to deployment.
LivePerson's comprehensive system also includes its proprietary natural language understanding engine, giving brands a single place to build enterprise automations from the ground up. For brands with existing investments in conversational AI, Conversation Builder is open platform and NLU-agnostic so it can import intents and flows and maximize the ROI of those projects.
The skills agents learn in Conversation Builder have led to entirely new career paths, like Conversation Designer and Bot Manager, which represent the future of customer service. This is a better future for agents and customers: brands using LivePerson’s tech have seen up to an 18x decrease in escalations, 50% reductions in agent attrition rates, and customer satisfaction increases of 20%.
By taking one of the world’s most common, high stress jobs and transforming it into a role where millions of people can gain the skills to succeed in an AI-driven world, LivePerson’s Conversation Builder is making the world a happier, more productive place for both sides of the conversation.