LivePerson Creates New Conversational Cloud Using AI to Drive Business Results

LivePerson has enhanced its industry-leading Conversational Cloud platform to help enterprise brands leverage Generative AI and Conversational AI in tandem to drive better business outcomes. Its AI innovations have been recognized by the world’s leading awards and recognition programs for customer care, sales, marketing, and technology. The company started investing in large language models (LLMs) early, integrating them into its Conversational Cloud platform beginning in 2019 to drive dialog, understand user intent and sentiment, and recognize conversation success and resolution.

This month, the brand announced updates that will empower enterprises to safely and productively leverage Generative AI within its trusted Conversational AI platform, including:

Knowledge AI

This feature will be enhanced to include generative capabilities from OpenAI, beginning in the coming weeks with select co-innovation partner brands. Currently, hundreds of the world’s largest brands use Knowledge AI to create conversations out of their knowledge assets, with existing LLM integrations helping them understand and process conversations.

Conversation Assist

This feature 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.

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