LivePerson's Conversational Flywheel™ is a comprehensive blueprint for digital transformation, designed to bridge the gap between traditional call centers and modern conversational experiences. This innovative approach consists of four essential phases: Understand, Connect, Assist, and Automate, which work together to accelerate the transformation to a digital-first customer experience.

Key Features

Conversation Intelligence Turns customer conversations into actionable insights

• Analyzes data from phone, email, and messaging interactions
• Identifies trends to inform decision-making

Channel Integration Connects various consumer channels and enterprise systems

• Integrates social media, SMS, and business messaging apps
• Incorporates LLMs, bots, and other systems for personalized experiences

AI-Powered Agent Assistance Empowers agents with artificial intelligence tools

• Provides an omnichannel workspace for improved efficiency
• Offers AI-generated conversation summaries and suggestions

Automated Self-Service Scales customer support through personalization

• Automates common customer intents
• Utilizes AI safety tools to protect brand reputation

Benefits

Enhanced Customer Satisfaction Improves overall customer experience

• Boosts customer satisfaction by 25%
• Enables more personalized and efficient interactions

Operational Cost Reduction Streamlines customer service processes

• Reduces operating costs by 30%
• Scales support capabilities while minimizing expenses

Improved Agent Performance Supports and empowers customer service agents

• Decreases agent attrition by 50%
• Enhances agent efficiency and accurac