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LivePerson

LivePerson Conversational Cloud

Conversational Cloud® is LivePerson's conversational AI platform that creates highly personalized, connected customer experiences across voice and messaging, combining human agents, intelligent automation and Conversational AI. It powers nearly 1 billion conversational interactions each month. LivePerson reports outcomes including a 2x uptick in employee efficiency, 10x conversions vs. traditional digital, a 20% boost in customer satisfaction, 90% automation containment rates, and a 50% decrease in agent attrition rates.

Official product page
3published use cases
3industries
0countries on record
Conversational AI
top AI capability

Evidence mix: High 3 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Industry

3 use cases

EducationConversational AIGenerative AI

PMI shifts 88% of phone and email conversations to messaging with LivePerson AI

Project Management Institute (PMI) moved its customer support model from phone and email to digital messaging channels using LivePerson's Conversational Cloud platform, reaching 88% of conversations on messaging channels. PMI's virtual assistant handles approximately 38% of incoming chats and logged 1.5 million interactions, while LivePerson's Copilot auto-suggests agent responses and summarizes conversations. Web messaging conversations grew 24% year-over-year to about 568,000 in 2023, and conversational AI's share of support volume rose from 4% in 2021 to 28.5% in 2024.

Project Management Institute (PMI)LivePerson Conversational Cloud · LivePerson AI Studio · LivePerson Copilot
Financial ServicesConversational AIGenerative AI

How Getnet improved CSAT to over 85% in under a year

Getnet, a global digital and physical payment solutions provider and part of Santander's PagoNxt payment hub, worked with partner A5 Solutions to deploy LivePerson's Conversational Cloud platform, shifting customer service from voice to WhatsApp and other digital channels. The rollout included a virtual assistant available 24/7, bot parking for inactive conversations, AI-generated conversation summaries for agents, secure-form-based identity verification, and LivePerson's Intent Manager to analyze customer intent and improve service-bot menu performance. The migration from Getnet's previous platform took just 20 days. Within 11 months, digital channels grew to 74% of support conversations (up from a smaller share, with voice dropping to 26%), CSAT rose from 45.91 to the mid-80s (an increase of over 85%), and NPS rose by 78 points on average across support menus that had previously been negative. As of July 2024, 17 bot automations supported 84 service groups and 300 human agents.

GetnetLivePerson Conversational Cloud · LivePerson Intent Manager · WhatsApp