Company: LivePerson
Nomination Submitted by: Guyer Group
Company Description: LivePerson is the global leader in enterprise conversations. Hundreds of the world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better business outcomes.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Business Intelligence Solution – New Version
 Nomination Title: Conversational Intelligence
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, 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.
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 314 words used.
LivePerson helps the world’s top companies put meaningful conversations at the center of their business. Getting things done has always been rooted in conversations, but the shift to digital largely removed them from the brand-customer connection — in turn removing the trust, personalization, and humanity that characterize good relationships between businesses and customers.
LivePerson’s Conversational Intelligence suite, launched in 2023, helps restore conversations to the center of business by making it easier to understand exactly what customers want, then help them get it.
Part of the Conversational Cloud, LivePerson’s Conversational Intelligence suite consists of three solutions that leverage conversational data — the literal voice and words of the customer — to redefine how conversational AI drives business outcomes:
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Analytics Studio combines and converts voice and messaging conversations into actionable data that makes sense of your customers' behaviors, preferences, and signals across channels
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Generative Insights applies cutting-edge large language models to your conversational data, meaning you can say goodbye to spending hours sifting through transcripts and spreadsheets. Just ask an open-ended question and receive instant insights from your customer conversations.
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Report Center aggregates reporting into a simple and configurable dashboard to measure the performance of your AI- and human-powered interactions.
Data is a brand’s most valuable asset. For years, successful brands have been leveraging their data from their CRMs, websites, POS systems, surveys, and social media to better understand their customers. Unfortunately, many companies have overlooked the value of conversations between their customers, agents, and bots, which take place on channels including voice, text messaging, messaging channels, and more. Due to the size and complexity of working with this data, conversations have proven difficult for brands to deeply analyze.
The Conversational Intelligence suite enables any business to understand what its customers want, measure performance, and continuously improve. Beyond optimization and personalization, Conversational Intelligence even allows you to uncover new revenue opportunities that transform your business.
- 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 94 words used.
2023 third-party recognitions (specifically for Conversational Intelligence) include:
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Gartner: recognized in their Market Guide for Speech Analytics Platforms
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CODiE Awards: won Best AI-Enabled Content Solution
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Forrester: recognized in their Landscape for Conversation Intelligence, as well as their report: "How Generative AI Will Transform CRM"
Additional resources:
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
Nov 1, 2023
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 352 words used.
LivePerson's enterprise customers already use its analytics capabilities to solve problems and drive results, and the company's new Conversational Intelligence solutions accelerate how they leverage data to better serve consumers.
For example, customer The RealReal worked with LivePerson to launch a seamless, luxury-level experience for consignors, buyers, and internal employees in just six weeks. Early results included:
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Reduced wait times (less than two minutes on messaging compared to three days on email)
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A 10% boost in customer satisfaction scores
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Reduced costs in spite of increasing headcount.
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Exceeded goals for shifting contact volume to messaging, with 40% shifted in less than six months compared to initial goal of 30%.
"I've learned from my experience with LivePerson that the intent data we collect is a treasure trove for understanding our customers. Having access to what our clients are saying — and being able to surface that to drive business outcomes — is a massive opportunity," said Holly Carroll, Vice President of Client Services at The RealReal. "We're able to analyze real-time, verbatim feedback, which is something I personally do every single morning to understand our customers' wants and pain points."
LivePerson’s Conversational Intelligence tools kicked off the journey, allowing Holly and her team to analyze all of their conversation data to find answers to their questions. For example, The RealReal team was able to find new insight into the consignor journey:
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Most of the customer contact happened after the drop-off stage.
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With such high-value items, customers wanted reassurance that their pieces were being handled properly.
This insight allowed the team to make adjustments to their consignor communications. They took steps to reassure consignors they were in great hands — setting up automated messages. Keeping sellers in the loop as items arrive, get authenticated, and listed on the website. Those extra digital touchpoints helped eliminate friction in the process and increase transparency in the consignor process — building trust with their members.
With LivePerson’s Conversational Intelligence suite, The RealReal found insights that helped them improve business operations: both daily insight into customer wants and needs – and data-driven decision-making and prioritization over time.
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