Bridge the gap with a Conversational Maturity Assessment
The data is in: Digital conversations are the antidote to frustrating and costly customer experiences. But how conversational is your contact center, really? Find out by answering four simple questions below.Start your assessment
Start your assessment
LivePerson’s Conversational Flywheel™ is a four-step framework designed to help you bridge the AI Gap by transforming into a true digital-first contact center. Discover where you stand at each phase of the flywheel – and how to boost efficiency and satisfaction along the way – by answering these four simple questions:
Question 1: Which statement best describes how your company currently analyzes customer conversations?
Question 2: Which statement best describes how your company interacts with customers across different channels?
Question 3: Which statement best describes how your company empowers support agents to efficiently handle customer conversations?
Question 4: Which statement best describes how your company deploys automation and AI to enable customers to self–serve?
Thank you for taking our Conversational Maturity Assessment. Your scores and improvement suggestions are below. To schedule a meeting with a LivePerson expert to discuss your results, click here.
The Understand phase of the Conversational Flywheel is all about analyzing your customer conversations so you know why customers are reaching out, which channels they prefer, and where and when to deploy automation.
How to improve your Understand score:
- Intent analysis: Group your customer conversations into top intents to understand the most common reasons customers are reaching out.
- Omnichannel analytics: Invest in advanced, AI-powered analytics tools to gain deeper insights into customer conversations across various channels.
- Generative insights: Explore how Large Language Models and generative AI-powered solutions can empower your team to derive insights in an intuitive, conversational way.
The Connect phase of the Conversational Flywheel is where your business systems with digital channels to shift conversations away from the call center and email ticketing to improve operational efficiency.
How to improve your Connect score
- Explore additional channels: Based on your analysis in the Understand phase, integrate additional communication channels such as social media platforms, in-app messaging, or SMS/WhatsApp.
- Seamless integration: Ensure seamless integration of your CRM, CDP, telephony and other enterprise systems for a unified customer conversation.
- IVR deflection: Turn your dreaded Interactive Voice Response system into your best asset by allowing customers to shift conversations into digital channels like automated voice and messaging.
At the Assist phase, you’re leveraging agent-facing AI, tools, and automated workflows to boost agent productivity and offer more personalized customer service.
How to improve your Assist score
- Co-pilot: Provide agents with advanced AI tools that offer real-time suggestions and guidance to resolve customer issues faster.
- Unified workspace: Bring cross-channel customer conversations and essential tools and workflows into a single platform.
- Bot-human tango: Use automation to free up agents to focus on your most valuable conversations and customers.
The Automate phase is where you deploy consumer-facing automation and AI to enable self-service, scale your conversations, and resolve customer issues more quickly and efficiently. By scaling your automated conversations you increase your data, feeding back into the Understand phase of the Flywheel.
How to improve your Automate score
- Knowledge AI: Expand self-service options by integrating your AI chatbots with your knowledge base and other relevant support documentation.
- Generative AI: Leverage and fine-tune Large Language models to create a more personalized, conversational customer experience.
- Hallucination and bias detection: Consider enterprise grade solutions that can detect hallucinations, bias, and other non-compliant answers before being exposed to customers.
Find out where you stand in your industry
Ready to dive deeper? Book a personalized maturity benchmarking session with a LivePerson expert to discover how you stack up against top brands in your space.