SalesTech Star

LivePerson Wins Gold Stevie Award for Creating a New Way for Brands and Consumers to Engage Through Conversational AI

Conversation Builder recognized as best New Contact Center Solution by the world’s top customer service awards program

LivePerson, Inc., a global leader in conversational AI solutions, was presented with the Gold Stevie Award in the New Contact Center Solution category in the 14th annual Stevie Awards for Sales & Customer Service.

LivePerson won the 2020 Gold Stevie for launching Conversation Builder, the world’s first all-in-one platform for building enterprise-scale chatbots. It empowers nontechnical staff to use a simple point-and-click interface to create AI-powered bots that help consumers on the world’s most popular messaging channels, apps, and websites.

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. More than 2,600 nominations from organizations in 48 nations of all sizes and virtually every industry were evaluated in this year’s competition.

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With the launch of Conversation Builder as part of its conversational AI suite, LivePerson has fundamentally changed how brands engage with their billions of consumers. Consumers can now message brands directly in the channels they prefer — including SMS, Facebook Messenger, WhatsApp, RCS, and Apple Business Chat — just as they do their friends and family, to engage with human and virtual agents. The rise of the conversational space means consumers can resolve their daily intentions whenever they want from anywhere in the world, making waiting on hold and crawling through websites obsolete experiences.

The new possibilities of the conversational space lead to win-win-win scenarios for customers, employees, and brands, with LivePerson clients seeing 20% increases in customer satisfaction, 2x efficiency and 50% lower attrition for agents, and improved business results including 20% increases in online sales conversions.

With an entire toolkit to test, deploy, and improve chatbots in one easy-to-use closed-loop platform, Conversation Builder provides a dramatically faster way for brands to create conversational AI, slashing the typical six-week build to as little as one day. The tool taps into an underutilized resource — contact center staff who serve customers all day — and empowers them to build and manage high-quality bots. The skills agents learn using the tool have led to entirely new career paths, like Conversation Designer and Bot Manager, which represent the future of customer service.

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“By taking one of the world’s most common, high-stress jobs and transforming it into a role where millions of people can gain the skills to succeed in an AI-driven economy, Conversation Builder is making the world a happier, more productive place for both sides of the conversation,” said Robert LoCascio, founder and CEO of LivePerson. “Congratulations to our Conversation Builder team for this recognition of their cutting-edge work making it possible for every brand to execute a conversational strategy.”

The 2020 Stevie Awards for Sales & Customer Service were presented to honorees during a gala banquet on Friday, February 28, at Caesars Palace in Las Vegas, NV. More than 600 executives from the United States and several other nations attended.

“Stevie Award winners from around the world should be very proud of their achievements. The judges were impressed with the vast range of nominations submitted for 2020 and have agreed that their accomplishments are worthy of public recognition,” said Stevie Awards executive chairman, Michael Gallagher.

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