Customer interactions seen in LivePerson's study

[nusratjahan]

LivePerson , a leading provider of conversational commerce solutions, presents the research commissioned by Forrester Consulting entitled “ Use Automation, AI, and Chatbots To Improve Customer Engagements: Engagement Technology Helps Companies Combat The Rising Tide of Customer Interactions ”.

The study focused on understanding the changing landscape of customer interactions and how companies are adapting to provide better service. Consumers are turning to conversational commerce to interact with companies. The study highlights how companies embracing artificial buy bulk sms service intelligence and automation would enable them to offer a better customer experience . This would free up machines to handle routine and repetitive tasks, while staff would be fully dedicated to the customer, allowing them to focus on complex, value-added interactions. Companies that utilize artificial intelligence, chatbots, and automation experience higher revenues and greater customer satisfaction.

The study highlights a shift among innovative brands: a shift from traditional channels such as telephone and self-service search on the web and apps, to conversational channels through messaging and voice assistants, which allow consumers to simply say or write what they want,

The study recommends that companies leverage artificial intelligence and automation alongside human talent to deliver better, more personalized experiences. AI can be used to gather insights throughout the customer journey and help increase organizational agility by managing routine tasks. Finally, companies must now begin planning for the impact AI and automation will have on their workforce.

“LivePerson is ushering in a new wave of automation that will redefine how companies use AI to drive revenue, with tools that empower frontline employees to build and manage bots and Maven, our AI engine that examines every exchange in a conversation and recommends the best actions for agents and bots,” said Agostino Bertoldi, SVP Southern Europe at LivePerson.