LivePerson has long been a leading integrator of Conversational AI into customer care and CX infrastructure. It recently announced new Conversational Intelligence capabilities, along with an enterprise managed services solution called LP 360 that, in the company’s words, “allow businesses to empower their people, shift customer conversations to digital, and embrace AI and automation to drive better business outcomes.” Translation: it is, among other things, leveraging Large language Models (LLMs) and Generative AI (GenAI) to streamline the processes involved in extracting and distributing insights from the content of conversations between brands and their customers.

The LivePerson Conversational Intelligence product suite is segmented into three offerings:

Analytics Studio

Analytics Studio, the first component of LivePerson’s Conversational Intelligence suite, gathers and transforms voice and messaging conversations into actionable data, allowing businesses to gain a comprehensive understanding of their customers’ behaviors, preferences, and signals across multiple channels. By deciphering these insights, companies can fine-tune their strategies and better meet customer needs.

Generative Insights

Generative Insights leverages LLMs and GenAI to process conversational data efficiently. This technology eliminates the need for manual analysis of transcripts and spreadsheets, saving companies time and resources. By posing an open-ended question, businesses can receive instant insights from their customer interactions. This empowers decision-makers to act promptly, with real-time data at their disposal.

Report Center

Report Center streamlines the tracking and measurement of AI- and human-powered interactions. With a configurable dashboard, businesses can monitor the performance of their customer engagement, ensuring that their strategies are aligned with their objectives. This feature simplifies data analysis and supports decision-making processes.

Conversational Intelligence has always been a powerful tool for improving business outcomes. With the advent of LLMs and GenAI, businesses can now apply a new set of tools offering unprecedented insights from customer conversations. Opus Research has covered the evolution of Conversational Intelligence for many years and the excitement over the possibilities of analyzing conversations for impactful insights has never been more pronounced.

Customer Conversations – The New Gold Rush

Many vendors of contact center solutions are busy expanding and fortifying their offerings around analytics and intelligence from customer calls and chats. Opus recently covered the launch of Signal AI solution from Invoca, which allows salespeople, supervisors, and others to quickly and effectively query incoming conversations to glean key insights. In another recent post, we discussed offerings from NICE, including Enlighten AI and Interaction Analytics which identify trends and root causes across 100% of customer interactions. Talkmap is another provider offering targeted Conversational Intelligence tools to analyze incoming calls for actionable business insights.

Conversational Intelligence, powered by LLMs and GenAI, is revolutionizing the way businesses understand their customers and operate in the digital age. By capitalizing on the insights gleaned from customer conversations, companies can optimize their strategies, reduce costs, and ultimately improve their bottom line. As more businesses adopt these advanced tools, we can expect a profound transformation in the way customer interactions are managed and leveraged for success.

Categories: Intelligent Assistants