LivePerson has launched Contact Centre Conversation Mining, a solution that turns conversational data into intelligent action.
Developed in partnership with Celonis, a SaaS firm that specialises in process mining, the new offering helps brands track and measure conversation data throughout the customer journey, enabling enhanced CX management.
Rob LoCascio, Founder and CEO of LivePerson, said: “In partnering with Celonis, we’re taking another step toward creating AI-powered customer engagements that feel Curiously Human, delivered on any consumer channel.”
“This new and better way to surface and take advantage of conversational data can help brands improve their performance across both customer care and commerce, meaning they can both cut costs and drive revenue.”
Moving away from measurement tools like surveys, which offer insights after the journey ends, the new solution aims to provide 100% of analytics in real-time.
Indeed, the Contact Centre Conversation Mining offering analyses process and conversational data from voice and digital interactions to identify patterns in customer behaviour and better understand their experiences.
The solution also breaks conversations down into segment-level data, so users gain visibility into each stage of the journey, enabling optimal outcomes.
Finally, Contact Centre Conversation Mining transforms conversational data into intelligent action by leveraging automation and AI-powered workflows.
Citing the benefits of the newly launched solution, LivePerson promises increased productivity, improved agent utilisation, and improved customer experience.
This news follows LivePerson’s launch of the “world’s first” decentralised customer care platform.
