Live Person

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"On top of our successes to date with LivePerson's Conversational AI and platform, LLMs and generative AI hold enormous promise to help us scale seamless and personalized conversations even further," said Bhavesh Panchal, Head of Channels and Digital Adoption at leading UK telecom TalkTalk. "LivePerson's new AI capabilities are agile and dynamic, and they give us the ability to learn about and adopt the latest generative technologies. Their safeguards will also help us ensure that our customers enjoy the same level of care and safety that they have come to expect, all while maintaining our brand persona to generate meaningful and accurate responses. We can't wait to begin leveraging these new capabilities to transform our employee and customer experiences."”

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With LivePerson, our Customer Support AI journey has seen remarkable success. We’ve transformed our conversational AI system from handling 4% of support volume in 2021 to an impressive 28.5% in 2024. This translates to 107,000 customer interactions managed by AI this year alone. These achievements have significantly boosted our efficiency and have allowed us to scale in ways not possible before. Additionally, this journey has enabled us to create new roles such as Bot Monitors, driving further innovation in our team.”

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I’m married to a data scientist. So when I first told my wife about (LivePerson’s) data-driven AI and machine learning, she was like, ‘Yeah…they all say that, but none of them do it properly.’ We’re skeptical about everything. But automation is one of the key things LivePerson does extremely well. They actually deliver on what every company has on their website. We hit 40% bot containment very quickly in only a few months.”

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I’m pleasantly surprised at where we are now after 6 months. Prior to making this leap, I was doing a lot of research into what other companies were doing in terms of their messaging mix of phone and other channels. All that data was pre-pandemic, and at that time the thinking was that you still had to keep up a large % on phone. I’m a convert now after seeing the performance of the messaging platform.”

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Two years ago, a little after COVID-19 started, we had major growth in the crypto ecosystem. We simply realized that we could not catch up. We’re talking 30X growth. The LivePerson team showed a lot of understanding of our business and pain points, explaining that Conversational AI was the right solution. We decided to take a bet on it, and it’s been successful by any measure you can ever think of.”

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When you are messaging Kyla, it’s like you are talking to a live agent. It’s very conversational. I’m receiving lots of positive feedback from the customer. The great thing is they can send messages to our customer service and receive immediate action. And I’ve spoken to the internal Kyla team, and they are very, very happy. They’ve provided a lot of positive comments.”