LivePerson announces new generative AI capabilities to supercharge agent experiences and measure the ROI of customer conversations

Core Insights - LivePerson is launching new AI tools aimed at enhancing agent productivity, customer satisfaction, and measuring the ROI of AI-powered conversations, with a debut scheduled for October 23, 2024 [2][5][8] - The new tools are designed to transform contact centers by prioritizing human interaction and improving operational efficiency [3][6] Product Launch Details - The upcoming Spark event will showcase innovative solutions including an agent command center that integrates voice and messaging, and enhanced analytics dashboards [3][5] - All presentations during the Spark event will be publicly accessible for the first time [4] Customer Engagement and Use Cases - LivePerson's customers, including Signet Jewelers, BECU, Frost Bank, and Mr. Cooper Group, will demonstrate how they utilize the company's solutions to enhance customer interactions [8] - The event will feature demos, keynote presentations, and customer panels focused on leveraging new capabilities in contact centers [8] AI Tools and Features - New tools include an Agent Workspace for Voice, allowing integration with existing voice providers, and a Generative AI Copilot that offers suggestions, rewrites, summaries, and translations to improve agent efficiency [6][7] - Enhanced analytics tools will provide real-time performance tracking and actionable insights from both speech and text-based conversations [7] Industry Context - The contact center industry is undergoing a significant transformation, with brands seeking to optimize operations and meet high consumer expectations through digital and AI solutions [6][5] - LivePerson's Conversational Cloud platform supports nearly a billion interactions monthly, positioning the company as a leader in the digital-first customer conversation space [9]