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State of Customer Conversations 2024

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It’s not about the AI, it’s about the conversation

Forget the AI hype. We’re living in the age of conversation. Authentic, ongoing conversations are what fuel relationships, earn loyalty, and ultimately, drive growth. From the dawn of chat and messaging to the conversational AI era, LivePerson has been connecting businesses and customers through conversation for nearly three decades. 

Our technology and team are here to help you:

So long, IVR hell

Shift to digital

Reduce costs and meet customer needs and expectations by routing voice calls to messaging and other digital channels.

{“30%+”: “reduction in operating costs”, “10%+”: “increase in CSAT”}

OUTCOMES

30%+

reduction in operating costs

10%+

increase in CSAT

conversational ai platform's intelligence dashboard, providing insights to human agents about the intents gathered by natural language understanding, which can be automated with conversational ai tools

So long, conversation siloes

Empower your people

Give your whole team the conversational AI tools and intelligence to better serve your customers and your business, leveraging 28 years worth of conversational data.

{“50%+”: “decrease in agent attrition”, “25%+”: “increase in productivity”}

OUTCOMES

50%+

decrease in agent attrition

25%+

increase in productivity

conversational ai platform's intelligence dashboard, providing insights to human agents about the intents gathered by natural language understanding, which can be automated with conversational ai tools

So long, chatbot loops

Embrace automation

Scale your conversations and free up your human agents by automating the most common — and complex — customer intents so everyone can get what they need, quicker.

{“50%+”: “reduction in operating costs”}

OUTCOMES

50%+

reduction in operating costs

Conversational AI technology using natural language processing to understand a banking customer's need to buy a home and offer mortgage options via conversational interfaces

Trusted by the world’s most beloved brands

Real business outcomes, not AI hype

30%

reduction in operating costs

90%

automation rate

25%

customer satisfaction boost

10x

conversion vs traditional digital

50%

decrease in agent attrition

Built for the enterprise, safe for everyone

Our award-winning Conversational AI platform, Conversational Cloud®, is built using large language models fine-tuned by billions of real customer conversations. With safety and security guardrails designed for the world’s largest enterprises, you remain firmly in control of the conversation.

Understand

Analyze your conversational data to uncover what your customers want, feel, and need to drive actionable business decisions. Keep measuring, learning, and improving.

Connect

Engage customers on any communication channel — from voice to messaging — and enrich the conversation by integrating all your business systems.

Assist

Set up your team with conversational AI-powered tools and insights designed to help them focus on the tasks and interactions that matter most.

Automate

Enable self-service and drive faster resolutions through intelligent automation and LLM-powered conversational AI solutions.

Put it all to work with the Conversational Flywheel™

With LivePerson’s solutions, you can understand what customers want, connect to the right channels, assist your agents, and embrace AI-powered automation — all in service of your business and customers. We call this virtuous cycle the Conversational Flywheel, and it’s at the core of everything we do.

Learn how to put it in action

Take a deeper look at our conversational AI platform

See success stories from leaders like you

TalkTalk customer quote

“On top of our successes to date with LivePerson’s Conversational AI and platform, LLMs and generative AI hold enormous promise to help us scale seamless and personalized conversations even further.”

CarGurus customer quote

“LivePerson’s omnichannel communication capabilities drive a better customer experience, while also improving agent efficiency. This, combined with LivePerson’s analytics tools and user-friendly platform, support CarGurus’ mission in providing drivers with a personalized, convenient, and transparent experience.”

Nicole West, VP Digital Strategy & Product at Chipotle

“Everything we have done on this transformation journey has been about delivering exceptional digital experiences to our customers and our crews, to curate convenient, frictionless, engaging experiences aligned with our purpose to Cultivate a Better World.”

Recommended resources

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Break out the popcorn

Cue the movie montage of what’s new in conversational AI and our customer engagement platform.

Conversational AI platform example of messaging with an AI chatbot

Check out more content

Scroll through our most-read blogs, infographics, and other conversational AI platform resources.

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