Conversational Cloud

Product Overview
Conversational Cloud, formerly LiveEngage, automates AI-enabled consumer conversations for marketers. Message consumers through the channel of their choice, whether on a website, app, or mobile web, engagements can be set up anywhere and customized. Using self-service resources, Conversational Cloud automates communications over a number of social media platforms, including Twitter, Facebook, Line, WeChat and WhatsApp. The AI-powered dynamic routing and actions capabilities understand a consumer's intent and sentiment, and use this insight to automatically route conversations to the best qualified bot or agent. The Conversation Assist capability provides agents with AI-driven, real-time recommendations for inserting content and bots directly into customer conversations with a single click.

• Includes Intent Manager, a real-time intent recognition and classification engine, which analyzes consumer intentions in conversation.
• Includes AI Annotator, enabling live agents to effortlessly optimize bots and upskill into AI roles, putting the power of AI into the hands of the people who truly understand what customers want.
• LivePerson’s Knowledge AI will be enhanced to include generative capabilities from OpenAI.
• LivePerson’s Conversation Assist facilitates agent oversight at scale to help AI running on the platform provide factual, up-to-date answers. By connecting Generative AI to LivePerson’s Conversation Assist system, brands can leverage generative outputs while keeping them grounded, factual, and truly helpful to customers.
• LivePerson’s Agent Productivity tools enable enterprises to track and improve customer service agent productivity and performance. These tools will be enhanced to leverage Generative AI models such as ChatGPT for features including auto-summarization, auto-completion, and customer journey tracking.
• Conversation Copilot improves agent productivity and accelerates bot creation
• Conversation Autopilot directly assists customers with ChatGPT-like conversations
• Conversation Orchestration capabilities help enterprises reap the ROI of data and AI, avoid vendor lock-in, and consolidate best-of-breed systems

LivePerson is recognized as a leader in security for cloud-based services.