Back in 2013, an Oxford Martin School study stated that 47% of U.S. jobs are “at risk” from automation. This contributed to widespread worries about robots taking jobs, even as companies across industries continue to adopt the technology. But are they directed at the right things?
In the online chat world, LivePerson enjoys the rare distinction of being more than 20 years old.
While many of its counterparts in the bot-AI world are still sucking from baby bottles — having entered the market last year alongside Facebook and Microsoft — LivePerson is entitled to sip single-malt scotch. But last year the $210 million publicly traded company got up from its bar stool and began using automated bots inside its live chat client, LiveEngage
There’s been downward pressure on jobs since the Industrial Revolution due to leaps in productivity brought about by human ingenuity and lucky discoveries. This has accelerated since the ’80s with the mass adoption of computers, but the market has more or less kept up, creating new openings to fill the eradicated ones, albeit not in the same places (coastal cities have gained, Rust Belt areas have lost out). However, we have a tsunami on the horizon: automation using AI.
You may accept, by now, that robots will take over lots of jobs currently held by human workers. But you probably believe they won't be taking yours. Though other industries are in danger, your position is safe.
Customer service is one of the highest potential opportunities for bots, yet one of the hardest spaces to tackle. Inspired by a horrific support experience, Robert LoCascio founded LivePerson in 1995 to enable businesses to provide real-time customer engagement online. The company went public on the NASDAQ in 2000 and has since incorporated chatbot technology into their offerings.