Santa Clara, CA, USA, March 12, 2019 -- Based on its recent analysis of the global market for conversational artificial intelligence (AI) in financial services, Frost & Sullivan recognizes LivePerson, Inc. with the 2018 Global Customer Value Leadership Award. LivePerson enables financial service institutions to communicate with consumers through a conversational interface that works on popular messaging apps such as SMS, Apple Business Chat, Facebook Messenger, WhatsApp, Line, as well as a brand's website and mobile app.
"With presence across multiple channels and at a scale that goes beyond virtual assistants or frequently asked question (FAQ) bots, LivePerson offers a differentiated visual context and experience for users," said Deepali Sathe, Senior Industry Analyst, ICT. "Its AI algorithms and capacity management tools can greatly reduce consumer inconvenience caused by call transfer among multiple agents, while its open platform can connect back-end systems. Besides, its automation tools such as Conversation Builder can be easily used by even non-technical staff to build and manage automation."
"LivePerson has been an early mover in the market, and has developed several novel products that create a seamless consumer experience," noted Sathe. "Its innovation efforts include integration with other bot technologies & NLUs, constant learning from existing and new interactions, operating bots at both front-end and back-end, and having multiple bots supporting a single conversation. Its emphasis on automation and messaging has created a very customer-centric platform that adds value across consumer engagement and communication."
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company's unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
Posted by Veronica Silva Cusi, news correspondent
LivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Thursday, March 14, 2019
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