Understand your operations deeply, down to the conversations

Quantify customer sentiment and understand engagement with voice analytics. Then connect those insights across the entire enterprise to identify pain points, find quicker resolutions, and improve your customer experience.

Coupled with the standard operational data points delivered in BI and API forms, gain a deeper understanding of how your AI is performing, where it is failing, and how to fix it, with a powerful metric framework.

While standard reporting is included in the core offering, this add-on allows for the ability to create customized operational reports to streamline your business operations.

Your customers want answers to their questions quickly and easily. LivePerson’s Intent Analyzer helps pinpoint the reason a customer is initiating contact and quickly connects them to a bot or human agent to resolve inquiries with ease.

Meaningful Automated Conversation Score (MACS) is a proprietary metric that measures the quality of your bot conversations. Understand consumer sentiment and bot effectiveness by using natural language processing technology to create feedback loops that self-learn and train your AI.

Dynamic Actions help monitor signals in real time and trigger routing of customer interactions without relying on human intervention. For example, if a flight is canceled, an airline using Dynamic Actions can automatically send an alert to affected travelers and seamlessly connect them to an agent or AI designated to handle rebooking.

Arm your agents with the right words, right in the flow of conversation. Agents receive pre-approved response recommendations that can be dragged and dropped into customer conversations to help resolve common questions and issues.