In November 2021, Opus Research reported  LivePerson’s simultaneous acquisition of Tenfold and Voicebase. The addition of VoiceBase’s speech recognition and analytics combined with Tenfold’s voice, messaging, and CRM integration dovetailed with LivePeron’s product vision of creating a unified conversational AI system for customer experience. It signaled the next step in LP’s approach to establishing what Daniel Sincavage, co-founder of Tenfold, calls a “common customer engagement template” supporting asynchronous conversations that take place over chat, messaging platforms and voice channels.

The Initiative Now Has a Name

After a few months of post-acquisition fit and finish, LivePerson  today announced a rebranding campaign with the inquisitive tag line, “Curiously Human” along with new platform capabilities including advanced routing and self-learning technology.

• Advanced Routing: LivePerson makes the leap from rules-based routing to AI-enabled dynamic routing that considers sentiment and intent alongside customizable policies (e.g. identifying VIP customers) to route conversations where they are best served, be they bots or agents. Coming soon, LivePerson’s “dynamic actions” feature will enable event-based automated routing rules. An example shared in the press release, “..if a flight is canceled, an airline using dynamic actions can automatically send an alert to affected travelers and seamlessly connect them to an agent or AI designated to handle rebooking.”
• Self-Learning: Real time conversation signals (e.g. user intents, conversation quality, sentiment scores) are measured and cross-referenced to help improve dialog strategies and create a learning loop to “…understand users better, reset conversations to a known good state, and delegate to other capable bots and humans.”

LivePerson’s new “Curiously Human™” moniker is a clever and apt way to describe their new and improved approach to analyzing and optimizing real-time customer experiences with conversational intelligence.

“In today’s digital world, people crave more personalized, humanized experiences. Brands have a massive opportunity to provide and scale these experiences with us because our Conversational AI makes millions of conversations as personal as one,” said Rob LoCascio, founder and CEO of LivePerson. “The vision we’ve unveiled today will give people greater access to trusted conversations that fulfill their most important intentions around everything from daily tasks and shopping to long-term health and finance goals.”

LivePerson intends to differentiate its offerings by extending their unified conversational AI experience to highly tailored customer relationships. They call it, “IQ plus EQ” which means deep understanding, meaningful connections, and an attractive ROI.

Categories: Conversational Intelligence, Intelligent Assistants, Articles