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The Wall Street Journal features LivePerson’s conversational design expertise

AI bots need humans behind the scenes to guide them to success

Great chatbots don’t just happen on their own. As brands increasingly turn to automation on the frontlines of customer engagement, it’s critical that they have a skilled team continually monitoring, training, and evolving bots — and ensuring they work in concert with their human colleagues.

The Wall Street Journal recently spoke with LivePerson conversational analyst Malik Jenkins to better understand the burgeoning role of conversational design, and why this skill set is paramount to delighting customers with AI-powered bots.