Conversational AI platform LivePerson has added upgrades to its agent-assist capabilities.
The new upgrades provide agents with AI-driven suggestions for inserting content and bots directly intoto help improve customer conversations.
Rob LoCascio, founder and CEO of LivePerson, said: “LivePerson’s Conversational AI helps brands better understand customer intents, connect across channels, and deliver meaningful outcomes.”
“Powered by our natural-feeling AI, Conversation Assist’s enhanced recommendation engine helps balance the efficiency of bots and human touch of a brand’s agents to provide consumers with even more efficient and helpful conversations.”
Fully integrated into LivePerson’s Conversational Cloud, Conversation Assist helps agents provide assistance to customers by analysing customer interactions. Based on the analysis, the platform determines whether a recommendation can speed up the resolution process, presenting relevant content in line with the conversation.
Agents can also send recommended answers to customers or delegate tasks to bots that can answer on their own. Agents can also easily personalise any recommended text before sending it.
New enhancements to the Conversation Assist recommendation engine include an intuitive interface, an easy-to-use analytics dashboard, and the ability to draw from several recommendation sources at once. These sources may include a knowledge base, CRM, or perhaps even the delivery tracking system amongst others.
CX Today caught up with LivePerson to find out how it’s leveraging AI capabilities to support the travel industry.
