LivePerson, a global leader in Conversational AI, announced its enterprise-grade Conversational Cloud, where hundreds of the world’s largest brands build and run AI-powered automations over popular messaging channels such as SMS, WhatsApp, Apple Business Chat, Facebook Messenger, Google RCS, LINE, WeChat, and native messaging on brand websites and mobile apps.
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As the world’s most advanced AI-powered command center for brand-consumer interactions, the Conversational Cloud empowers brands to instantly respond to messages, answer questions, resolve customer intents, and route to human experts as needed. Conversational AI, which communicates like a human by recognizing speech, text, and intent, is at the heart of the Conversational Cloud and provides the personalized, high-touch experiences that consumers demand — all on the same messaging channels they love using every day with family and friends.
The Conversational Cloud’s Intent Manager lets brands instantly understand what consumers want, then take action to respond.
Every meaningful conversation starts with understanding. What do your customers want? What are their intentions? The Conversational Cloud’s Intent Manager, a real-time intent recognition and classification engine, analyzes consumer intentions at every turn of the conversation. Intent Manager is powered by LivePerson’s proprietary natural language understanding (NLU) capabilities and machine learning algorithms, which are grounded in 20+ years of conversational data and more than one billion messaging transcripts across a variety of industries.
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Intent Manager is currently being used by top brands, including Chipotle Mexican Grill, to gain real-time insights and take action to improve customer service, marketing, and sales automations.
“Everything we have done on this end-to-end transformation journey has been about delivering exceptional digital experiences to our customers and our crews,” said Nicole West, VP Digital Strategy & Product at Chipotle. “We’re using the Conversational Cloud to curate convenient, frictionless, engaging experiences that are aligned with our purpose to Cultivate a Better World.”
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