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More Than just ChatbotsWhat is conversational AI?

Conversational artificial intelligence (AI) refers to all the tools that can be used within AI chatbots to make them more…well, conversational. Gone are the days of predefined dialogue for every one of your customer inquiries. With a conversational AI solution powered by generative AI, we can offer natural, human-like interactions at scale that are well-versed in your brands’ unique data across voice and messaging channels.

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Where generative AI fits in

AI is only as powerful as the data that powers it, especially in the era of generative AI. In today’s landscape, the excellence of conversational AI systems hinges on superior data. With 27+ years of expertise and data accumulation, LivePerson uses generative AI technology to help deliver solutions that are not only precise but also adaptive to a brand’s needs.

Building a truly helpful AI-powered customer experience

How it works

Conversational AI combines natural language understanding (NLU), natural language processing (NLP), machine learning, and large language models (LLMs) to emulate human language, cognition, and engagement. LivePerson is evolving this conversational AI technology to maximize chatbot performance and get us to the future of self-learning AI.

Intent-driven tools

Not only can conversational AI tools help bots with text and automatic speech recognition, they can actually understand what a person wants — the intent behind the inquiry. LivePerson explicitly trained its NLU to support the commerce and care customary journey, enabling you to use generative AI alongside NLU-based conversational bots to maintain control of the most sensitive intents.

Relevant responses that feel human

AI doesn’t need to feel artificial. Virtual assistants can be more human without putting more strain on live agents, thanks to natural language generation. And that’s what we’re focused on doing with generative AI. LivePerson will help you develop AI-powered digital experiences that automate content creation, improve decision-making, and deliver personalized experiences.

What it means for consumers

Over 1,500 consumers across the world and 500+ company executives shared their thoughts on AI-powered digital customer engagement and what customers actually want. Dig into how brands can improve their conversational strategies with these facts.

Read the State of Customer Conversations 2024
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What it means to brands

Enhanced customer experience

Learn why people are embracing virtual assistants and other conversational AI applications to speed responses, reduce costs, improve customer satisfaction scores, and provide scalability for business processes throughout the customer journey.

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Hyper-personalized customer engagement

Using conversational solutions, consumers can connect with brands in the channels they use the most. Learn how this technology is able to facilitate hyper-personalization with real-time data to help carry out transactions and more.

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Better data and better understanding

Whether someone interacts with conversational chatbots or with a human agent, the customer data gathered can be used to inform future interactions — avoiding pain points like having to explain a problem multiple times.

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Reduce operating expenses, lift sales

Seamless, streamlined customer engagement is crucial to delivering a convenient and effective sales and support experience, which makes for more customer loyalty. Learn how the right conversational AI system makes this possible, along with cost savings and improved revenue.

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How LivePerson puts Conversational AI solutions to work

Conversational Cloud®

An AI platform that identifies customer intent to drive engagement

Start delivering truly authentic user intent-driven conversations, at scale. This powerful conversational AI platform helps you build and manage AI chatbots alongside human agents to support commerce and customer service interactions.

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conversational AI flywheel graph depicting how conversation intelligence software has a significant impact in specific moments, helping brands understand what customers want, which can lead to connecting the right way, assisting agent performance, and automating

Voice AI

Modernize your customer experience with voice and digital

Create unified conversational flows across messaging and voice channels with AI-powered voice assistants, voice analytics, and more to improve customer satisfaction and operational efficiency.

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Conversational Intelligence

Understand your customer interactions

Optimize customer engagement with AI-powered conversational insights, bot and agent performance reporting, and actionable analytics that give you a deeper understanding of signals across channels.

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report center dashboards from conversation intelligence platforms that measure the team's performance with customer conversations

LP 360

Accelerate your conversational journey

Use our team to transform your contact center into a digital powerhouse. We’ll build and manage your end-to-end conversation strategy — from contact center agents to AI-powered chatbots to guaranteed outcomes.

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