The platform allows companies to deliver branded experiences
to users with the convenience of a social platform
SANTA CLARA, Calif.,
March 12, 2019 /PRNewswire/
-- Based on its recent analysis of the global market for
conversational artificial intelligence (AI) in financial services,
Frost & Sullivan recognizes LivePerson, Inc. with the 2018
Global Customer Value Leadership Award. LivePerson enables
financial service institutions to communicate with consumers
through a conversational interface that works on popular messaging
apps such as SMS, Apple Business Chat, Facebook Messenger,
WhatsApp, Line, as well as a brand's website and mobile app.
The solution substantially improves the consumer experience by
eliminating the need to make calls to contact centers or try and
answer questions or make purchases through e-commerce sites and
self-service portals.
"With presence across multiple channels and at a scale that goes
beyond virtual assistants or frequently asked question (FAQ) bots,
LivePerson offers a differentiated visual context and experience
for users," said Deepali Sathe,
Senior Industry Analyst, ICT. "Its AI algorithms and capacity
management tools can greatly reduce consumer inconvenience caused
by call transfer among multiple agents, while its open platform can
connect back-end systems. Besides, its automation tools such as
Conversation Builder can be easily used by even non-technical staff
to build and manage automation."
One of its highly appreciated features is a console that allows
contact center agents to function as bot managers. They can
supervise discussions with the help of solutions such as the
Conversation Manager, which automatically flags a bad experience
and aids proactive intervention by the agent. Customers also
benefit from the flexibility presented by asynchronous messaging
and the ability to integrate their own natural language
understanding (NLU) software or bots. Its provision of a variety of
pricing models, such as revenue sharing models, traditional
usage-based models, and enterprise-wide agreements, further
strengthen its value proposition.
LivePerson provides a tool set that enables banks to run bots
across diverse endpoints. Its extensive back tooling supports
effective workforce management in the context of automation.
LivePerson especially excels when it comes to scaling deployments
that require the integration of contact centers with broader
operations and the enablement of bot managers who can design, edit,
and manage automated interactions. LivePerson's focus on improving
net promoter scores (NPS) and improving consumer experience appeals
to clients, as as they are critical areas of concern for many
banks.
"LivePerson has been an early mover in the market, and has
developed several novel products that create a seamless consumer
experience," noted Sathe. "Its innovation efforts include
integration with other bot technologies & NLUs, constant
learning from existing and new interactions, operating bots at both
front-end and back-end, and having multiple bots supporting a
single conversation. Its emphasis on automation and messaging has
created a very customer-centric platform that adds value across
consumer engagement and communication."
Each year, Frost & Sullivan presents this award to the
company that has demonstrated excellence in implementing strategies
that proactively create value for its customers with a focus on
improving the return on the investment that customers make in its
services or products. The award recognizes the company's unique
focus on augmenting the value that its customers receive, beyond
simply good customer service, leading to improved customer
retention and customer base expansion.
Frost & Sullivan Best Practices awards recognize
companies in a variety of regional and global markets for
demonstrating outstanding achievement and superior performance in
areas such as leadership, technological innovation, customer
service, and strategic product development. Industry analysts
compare market participants and measure performance through
in-depth interviews, analysis, and extensive secondary research to
identify best practices in the industry.
About LivePerson, Inc.
LivePerson makes life easier by transforming how people
communicate with brands. Our 18,000 customers, including leading
brands like Citibank, HSBC, Orange, and The Home Depot, use our
conversational commerce solutions to orchestrate humans and AI, at
scale, and create a convenient, deeply personal relationship — a
conversational relationship — with their millions of consumers. For
more information about LivePerson (NASDAQ: LPSN), please visit
www.liveperson.com.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in
collaboration with clients to leverage visionary innovation that
addresses the global challenges and related growth opportunities
that will make or break today's market participants. For more than
50 years, we have been developing growth strategies for the global
1000, emerging businesses, the public sector, and the investment
community. Contact us: Start the discussion.
Contact:
Claudia Toscano
P: 210.477.8417
E: claudia.toscano@frost.com
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