#contactcenterworld, @liveperson

New York, NY, USA, Aug. 4, 2020 -- LivePerson, Inc. (Nasdaq: LPSN), a global provider in Conversational AI, announced its enterprise-grade Conversational Cloud.

Empowering brands to instantly understand and respond to customers with artificial intelligence, the Conversational Cloud is a conversational commerce and care platform. Conversational AI, which communicates like a human by recognizing speech, text, and intent, is at the heart of the Conversational Cloud and provides the personalized experiences that consumers demand — all on the same messaging channels they love using every day.

"Everything we have done on this end-to-end transformation journey has been about delivering exceptional digital experiences to our customers and our crews," said Nicole West, VP Digital Strategy & Product at Chipotle. "We're using the Conversational Cloud to curate convenient, frictionless, engaging experiences that are aligned with our purpose to Cultivate a Better World."

"Unmanageable volumes of consumer interactions have been burying brands since the start of the pandemic. While many initially thought of these changes as temporary, they're very much here to stay; in the U.S. alone, we're on track to close over 25,000 brick and mortar stores," said Robert LoCascio, founder and CEO of LivePerson. "Consumers still want personalized experiences, and the only way brands can scale these is through Conversational AI. It's clear that having an AI and automation strategy went from 'business improvement' to 'vital for operations' overnight."

"We kept developers top of mind as we built the Conversational Cloud because we knew they'd be the key to unlocking its true power," said Jennifer Kline Shernoff, Vice President, Product Management at LivePerson. "Integrating with CRM, billing, and other backend systems means developers can now easily automate how brands handle common intents like 'What's my order status?,' 'Pay my bill,' or 'Schedule an appointment.' "

When David's Bridal was forced by the COVID-19 pandemic to temporarily shut down retail stores and needed to act quickly to maintain business continuity, they transformed from a 90% in-store business to a 100% digital business in two weeks, leading to an increase in messaging volume and an increase in sales via messaging.

"We honestly don't know how we would have survived the last couple of months without the option to message — it truly saved our business," said Holly Carroll, Vice President of Customer Service & Contact Center Operations at David's Bridal. "With the Conversational Cloud, we sped up our vision for Zoey, our conversational bridal concierge, and put our customers into the best hands."

"AI-powered messaging is a win-win-win for customers, employees, and brands," said Alex Spinelli, chief technology officer at LivePerson. "Consumers and agents benefit from the incredible convenience and efficiency of messaging, while brands benefit from developing direct, high-value relationships with their customers, which they own forever right in the same conversation thread where they first connected."

#contactcenterworld, @liveperson

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com