LivePerson announced significant upgrades to its Conversation Assist capabilities, which provide agents with AI-driven, real-time recommendations for inserting content and bots directly into customer conversations with a single click.
LivePerson’s Conversation Assist drives meaningful outcomes for consumers, agents, and brands. Its AI-powered recommendation engine instantly arms agents with the right answers and AI support to help customers get assistance or purchase products.
Conversation Assist instantly arms agents with the right answers and AI support to help customers get assistance or purchase products. It analyses every message from a customer to determine if a recommendation can help resolve their intent, then presents relevant content and automations directly inline within the conversation in the agent’s workspace. Agents can then immediately send recommended answers or delegate tasks to recommended bots.
With Conversation Assist, agents remain in full control of providing the best customer experiences. They can easily personalise any recommended text before sending, as well as remove bots from conversations as needed.
New enhancements to Conversation Assist’s recommendation engine include:
- The ability to draw from several recommendation sources at once, including a brand’s knowledge base, automations built through LivePerson’s Conversation Builder, and bots from third-party platforms like DialogFlow and Watson.
- An intuitive interface presenting multiple recommendations inline in the conversation, allowing agents to select the best one for the job.
- An easy-to-use dashboard of rich analytics, empowering brands to continuously monitor and improve recommendation performance and agent engagement.
Conversation Assist drives meaningful outcomes for consumers, agents, and brands, including:
- Improved consumer sentiment
- Reduced agent handle time and time to respond
- Increased number of concurrent agent conversations
- Reduced time to onboard new agents
- Increased revenue
